CCaaS (Contact Center-as-a-Service) Solution

Contact Center-as-a-Service Solution

A Flexible and Scalable Cloud-based Contact Center Solution for your Business

Route Mobile’s Contact Center as a Service (CCaaS) solution is a cloud-based customer engagement solution with a rich and integrated dashboard that allows businesses to add contact center agents, extend relevant functionalities, and adapt to changing business needs without having to invest in hardware installation and IT support. CCaaS is an ideal solution for contact centers that deliver exceptional customer experiences and boost productivity with no dependency on traditional calling. It is an ultimate solution for your contact center that combines everything you need in a single cloud solution.

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Features & Benefits of Contact Center-as-a-Service Solution

Intelligent & Comprehensive Call Center Reports

Lower Upfront Investment

Flexible Deployment & Faster Time to Market

Easy CRM Integration

Agent Monitoring dashboard & Productivity update

Skill-based Call Queuing

APIs for Everything (Agents, Groups, Live calls, Reports, Actions, Live Data)

Speech to Text & Text to Speech

Help Agents Interact with Customers at multiple touchpoints

Click to Call

Offer real-time engagement between customer and agent with just one click.

Missed Call

A quick, simple, and reliable solution to connect to your customer with just a missed call.

IVR (Interactive Voice Response)

Manage all your large call volumes and avoid hold time with an automated IVR.

Call Masking

Anonymize the participating phone number through a virtual phone number.

Intelligent Real-time Reporting

Get intuitive dashboards and detailed analytics in real-time. Evaluate all relevant call metrics to optimize your KPIs. To drive better results get in-depth insight & graphical presentations of all reports & analytics. It helps in streamlining your working process with a better understanding.

Reporting & Performance Tracking

Manage all your calls live from the dashboard and never miss a single update about your ongoing calls like duration, agent, time, and more. Use Agent Analysis, Duration Analysis, Agent Profiling, Agent Scoring, and Time Waste Matrix features to analyze the performance of your call center from a single location. You can manage everything here from agents, calls, and contacts to accounts just under one roof.

Contact Center-as-a-Service Solution Use Cases

Improve Patient Engagement

Healthcare

Deliver personalized and tailored communications to your patients on common queries, scheduling appointments, sending reminders, and many more.

Maintaining High-level Engagement

BFSI

Empower your contact center agents with a single, intuitive surface to serve your banking clients when there’s a high level of call volume.

Deliver Superior Customer Support

Ecommerce

Manage all your customer query tickets with ease on a single screen without having to switch between screens using Route Mobile’s CCaaS live-monitoring dashboard.