Contact Center As A Service (CCaaS)

Seamless, Scalable, and Secure Contact Center Solutions

Future-proof Your Contact Center: Agile, Flexible, and Built for Growth

TPI’s Contact Center as a Service (CCaaS) is a comprehensive cloud ecosystem combined with expert consultancy designed to streamline omnichannel customer interactions. Our solution enables enterprises to enhance client engagements through specialized tools that improve scalability, boost agent productivity, and drive better conversion rates.

With TPI’s flexible cloud infrastructure, your contact center can easily adapt to changing business needs, offering financial flexibility and operational efficiency. Strengthen customer relationships and ensure seamless interactions across every channel. Whether it’s voice, chat, email, or social, we deliver seamless, omnichannel experiences that drive measurable outcomes.

We analyze your systems, processes, and operations to identify pain points and opportunities for improvement.

We tailor a solution with the right features and architecture to meet your customer interaction goals.

We customize, integrate, and deploy the solution with minimal disruption for smooth omnichannel implementation.

Post-deployment, we provide continuous monitoring, support, and improvements to keep your systems optimized.

After the launch, we monitor operations, track KPIs, and continuously evaluate performance. We provide regular updates and enhancements, ensuring your automation framework evolves with your business needs, optimizing functionality over time.

Unifying 25+ Features for Seamless Omnichannel Customer Engagement

TPI Contact Center as a Service (CCaaS) incorporates over 25 powerful features into a unified platform, delivering holistic responses across voice, digital, and social channels.

CX Optimized Interactions

  • Customer & Agent Experience Tracking: Real-time insights for optimizing every interaction.
  • Intelligent IVRs, Softphone & Evolutive Dialers: Automate communication for smoother customer journeys.
  • Conversational AI: Provide personalized, AI-driven responses across channels.
  • Social Engagement Tools: Engage with customers through real-time assistance and support.
  • Self-Management Consoles: Give your teams control with easy-to-use, customizable management tools.

Business Automation

  • Quality Management & Automation: Automate quality assurance for consistent performance.
  • AI/ML-Based Agent Assist: Use AI to automate workflows and reduce handling times.
  • Call, Screen, and Interaction Recording: Capture every interaction for continuous improvement.
  • AI-Led Agent Coaching & Gamification: Boost agent engagement through AI insights and gamification.
  • VDI Activation Options: Enable agents to work remotely with secure, virtual desktop infrastructure.

AI Analytics

  • Smart BI Analytics: Use real-time and historical data to drive strategic decision-making.
  • Sentiment & Interaction Analytics: Measure and analyze customer sentiment in real time.
  • Insights as a Service: Access advanced insights for sales, collections, and customer interactions.
  • Unified CRM Integration: Centralize customer data for a streamlined, omnichannel experience.
  • Multiple API Connectors: Seamlessly integrate analytics with your existing tools for enhanced functionality.

Operational Development

  • RPA Hyper & ACW Automation: Automate repetitive tasks to improve agent productivity.
  • Omnichannel Intelligent Routing: Ensure customers are connected to the right agent every time.
  • Workforce Management & Monitoring: Track agent performance in real time to optimize efficiency.
  • Recruitment & Onboarding Assistance: Simplify the hiring and training process with integrated support tools.
  • Scalable Infrastructure: Easily scale operations to meet demand with flexible, cloud-based solutions.

Optimize Operations and Drive Business Continuity with TPI CCaaS

TPI’s CCaaS helps eliminate inefficiencies and enables your contact center to operate at peak performance.

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Reduce Operational Pain Points

Streamline workflows and minimize productivity outages to keep operations running smoothly.

Ensure Business Continuity

Leverage a high-tech, cloud-based ecosystem that keeps your business operational, even during disruptions.

Move Beyond Legacy Systems

Transition from costly, outdated solutions to a scalable, future-ready platform that supports growth.

Boost Efficiency

Cut handling time while improving accuracy and precision with advanced automation and AI tools.

A Spanish Multinational Telecom Company

A Spanish telecom giant enhanced customer service and reduced operational costs with TPI’s CCaaS solution.

Context

They needed a robust cloud contact center solution to manage their contact flow and improve customer service efficiency. Their goal was to reduce call rates and speed up the service process.

Solution Provided

We integrated Instant Voice Recording (IVR) to enhance call handling efficiency, deployed Amazon Connect with custom contact flows and SAML authentication for secure and seamless interactions and enabled Self-Management Consoles to empower agents and supervisors with greater control over reporting and monitoring.

Impact Achieved

53% Increase in agent productivity. 50% Reduction in hold time.
24% Decrease in call volume. 15% Shorter Average Handling Time (AHT).

Partnering with Industry Leaders to Deliver Best-in-Class CCaaS Solutions

Ready to take your business to the next level?

We will take your customer experience and your operations efficiency to the next level with smarter solutions, and by combining our experience and expertise with the strengths of our technology partners in automation, digital CX, and other segments.

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