Airtel launches Airtel CCaaS for integrated contact centre services

Bharti Airtel has launched an integrated omni-channel cloud platform called Airtel CCaaS (contact centre as a service) under its Airtel IQ vertical, it said in a statement Wednesday.

The new platform gives end to end solutions for contact centres including voice, cloud, and software. The telco added that this is the first of its kind service in the country where so far contact centres have contracted different vendors across different functions.

“Our innovative CCaaS offering combines the best of voice, cloud and software to simplify contact center management at an affordable cost,” Abhishek Biswal, head – digital products & services, Airtel Business said.


He added that the segment will be able to streamline operations for a better customer contact experience using the new platform.

Airtel’s CCaaS offering will enable enterprises to reduce investments significantly, as the platform unifies Voice-as-a-service (VaaS), cloud and contact center software from leading providers including Genesys, it said.

Airtel CCaaS will enable call handling for both inbound and outbound calls in addition to call routing, call queuing, conference calling, call redirecting and cloud monitoring on cloud accessible across all office locations, Airtel said.

The telco added that in addition to providing integrated contact centre services under one platform, the platform also eliminates the need for enterprises to close requisite regulatory compliances and reduces wait time during troubleshooting requirements.

Airtel said that it tested the solution with marquee customers before the formal launch was announced today.