Airtel launches India’s first integrated omni-channel cloud platform for CCaaS (Contact Center as a Service)
Combines Voice-as-a-Service (VaaS) and cloud connectivity, enabling enterprises to significantly reduce investments for all their contact center needs
Chennai, India, October 18th, 2023 : Bharti Airtel (“Airtel”), one of India’s leading telecommunications service pr oviders, today, announced the launch of Airtel CCaaS (Contact Center as a Service) – an industry first omni-chan nel cloud platform that offers a unified experience for all contact center solution required by an enterprise.
Currently, businesses with contact center requirements need to source voice, cloud and software separately fro m multiple vendors resulting in increased capital and time investments. Airtel’s innovative CCaaS offering will e nable enterprises to reduce these investments significantly, as the platform unifies Voice-as-a-service (VaaS), clo ud and the best of contact center software from leading providers including Genesys. The platform will enable e nterprises to get started on contact center solutions instantly at affordable monthly costs.
Abhishek Biswal, Head – Digital Products & Services, Airtel Business said, “As a brand we consistently work tow ards delighting our customers with innovative products and services. The lack of a unified platform for contact center solutioning has been an industry issue. We have developed a cutting-edge technology platform for CCaaS to address the challenges faced by the industry. Our innovative CCaaS offering combines the best of voice, cloud and software to simplify contact center management at an affordable cost. With this, we will not only revolution ize the segment with a game-changing solution but will also usher in a new era of streamlined operations for an e nriching customer contact experience. We are certain that the industry will make the most of the offering”.
With Airtel CCaaS, enterprises can enjoy seamless call handling for bot h inbound and outbound calls in addition to call routing, call queuing, co nference calling, call redirecting and cloud monitoring on cloud accessi ble across all office locations anywhere, any time.
In addition to solving the problem of dealing with traditional multi-vend or setups for sourcing services, the plat f orm also eliminates the need for enterprises to close requisite regulatory compliances and the challenge of long er wait time during tr oublesh ooting requirements, which not only involve higher capital, operational expenses and time investments, but also limits easy scaling to other locations.
Offered under Airtel’s CPaaS platform – Airtel IQ, the CCaaS platform was in pilot testing for a few months befo re its launch today. Airtel has tested the solution with marquee customers and received positive feedback for its convenience and affordable pricing options. For more details, click here: https://www.airtel.in/business/b2b/cloud-contact-center
About Airtel : Headquartered in India, Airtel is a global communications solutions provider with over 500 Mn cu stomers in 17 countries across South Asia and Africa. The company ranks amongst the top three mobile operato rs globally and its networks cover over two billion people. Airtel is India’s largest integrated communications sol utions provider and the second largest mobile operator in Africa. Airtel’s retail portfolio includes high-speed 4G/ 5G mobile broadband, Airtel Xstream Fiber that promises speeds up to 1 Gbps with convergence across linear an d on-demand entertainment, streaming services spanning music and video, digital payments and financial servic es. For enterprise customers, Airtel offers a gamut of solutions that includes secure connectivity, cloud and data center services, cyber security, IoT, Ad Tech and cloud based communication. For more details visit www.airtel .c .om/
