Customer expectations are constantly shifting, and businesses, CX teams, and contact centre leaders must adapt to avoid customer dissatisfaction and churn.
By aiming to gain a holistic understanding of customer needs across all touchpoints, businesses can personalise interactions, proactively address issues, and ultimately build stronger relationships.
This is made possible through leveraging cloud contact centre solutions with AI.
Cost-effective, scalable, and adaptable to your needs and remote workforces, agents benefit from a user-friendly platform, real-time collaboration tools, and access to customer data from anywhere. Plus, robust security measures ensure customer information is protected.
Our digital-first Contact Centre as a Service (CCaaS) solutions don't just enhance the customer experience, they unlock innovation.
- Integrate seamlessly with existing systems
- Free your team to focus on core business activities
- Prioritise customer needs
- Achieve agility
- Future-proof your business for lasting success
AI-powered
Automate routine tasks and deploy tailored self-service options.
Vendor agnostic solutions
Get solution recommendations based on your business needs.
Flexibility and scalability
Scale operations up or down to manage fluctuating call volumes.
Support capabilities
24/7 support & monitoring for high availability and consistent quality.
CRM integration
Provide agents with up-to-date customer information.
Complete visibility
Create a full view of customer interactions across all channels.
Workforce optimisation integrations
Optimise your workforce and gain insight into customer interactions
Brad Vanner
Contact & Collaboration Solution Architect at Nasstar
"At Nasstar, we understand the importance of enhancing your contact centre to improve the customer experience and ensure issues can be resolved quickly and efficiently. Our bespoke contact centre solutions aim to combat any challenges you have, with products and services designed specifically for your needs and business goals."
Related Services/Solutions
Contact centre solutions are essential for managing the customer experience and improving any interaction customers have with your business. To further enhance the contact centre, our CCaaS solutions can integrate with a variety of other elements to meet your business requirements.
Our expertise
Nasstar boasts over two decades of experience in contact centre solutions, building a wealth of experience in this area. We leverage this experience to meticulously develop and refine our offerings, ensuring they are tailored to meet the specific needs of each client. Additionally, our team keep up to date with the latest advancements in technology and solutions, allowing us to consistently provide clients with the most cutting-edge contact centre tools.
At Nasstar, we recognise that the effectiveness of a modern contact centre agent relies on the quality of the tools they have at their disposal. Our unique model empowers agents to focus their efforts on resolving complex customer issues, while simultaneously offering automated and self-service solutions for handling more routine enquiries. This innovative approach optimises agent productivity and ensures a seamless customer experience.
Our robust Contact Centre as a Service (CCaaS) solution offers a secure and personalised experience for all our clients. By eliminating the complexities associated with on-premises infrastructure, CCaaS streamlines business communications and facilitates effortless interactions across a multitude of channels, including voice, text, video, and social media.
By partnering with Nasstar and implementing our highly adaptable CCaaS solutions, you can be confident in delivering a consistent and unified customer experience to your end customer, promoting enhanced satisfaction and loyalty. Our team of highly qualified communication experts stands ready to meticulously design, deploy, and manage scalable contact centre environments that are custom-tailored to your specific business requirements.
Why choose Nasstar?
Choosing Nasstar means accessing flexible, scalable, and cost-effective CCaaS solutions that free you from ageing IT infrastructure. We’ll handle the complexities while you prioritise customer experiences.
A partnership with Nasstar doesn't end with implementation. Our experts are available 24/7 for support and continuous monitoring, ensuring smooth operations around the clock. With our agnostic approach and deep CCaaS knowledge, we're committed to helping you transform and future-proof your customer engagement strategy.
Through AI-powered innovation and personalised customer experiences, we help drive satisfaction, loyalty, and business growth. Work with us to achieve your contact centre goals.
Scalable
Digital-first
Omnichannel
AI-powered
Fully cloud hosted
Dedicated team of contact centre experts
Trusted by
Ben Paddick
IT Director at Vinci
"When we selected Nasstar as our IT Service Provider, a key decision-making factor for VINCI was the capability Nasstar demonstrated in terms of systems integration expertise. Their attention to detail and experience in Contact Centre technology is second to none. Our Contact Centre solution has managed to meet all of the numerous requirements we had… and some we don’t even have yet!"
FAQs
CCaaS (Contact Centre as a Service) is a cloud-based solution that brings your business the innovation, flexibility, scalability, and agility of the cloud without sacrificing security. As a cloud-based subscription, CCaaS enables rapid time to market and new revenue while minimising upfront capital investment.
Cloud-based contact centre solutions are hugely beneficial for a variety of businesses with ranging needs, especially those transitioning from traditional on-premises solutions. Some of the key benefits of implementing CCaaS include:
- Greater agility – with easy integrations and almost unlimited scalability, CCaaS solutions help businesses to quickly react and adapt to changing needs and business conditions.
- Access to innovation – contact centre solutions are constantly evolving, with new features and innovative capabilities being added to enhance the solution and provide customers with leading-edge technology.
- Enhanced customer experience – the combination of innovative technology and flexibility provides the opportunity to truly improve the customer experience. With CCaaS solutions, you can create seamless omnichannel services and deliver exceptional self-service experiences.
- Cost-effective – Contact centre solutions can be more cost-effective than traditional options as most of the IT overhead is reduced, especially with cloud-based contact centre solutions. CCaaS is often provided with a pricing structure that ensures only what is used is paid for, making it more cost efficient than inflexible software licenses.
Migrating to a CCaaS solution can be a smooth transition with the right planning and execution. With a detailed roadmap, businesses can expect a successful CCaaS migration.
1. Assessment and planning:
- Needs analysis: Thoroughly evaluate your existing contact centre infrastructure to identify areas for improvement. Analyse call volume, agent skillsets, and desired features in a CCaaS solution.
- Define goals: Clearly define your objectives for migrating to CCaaS. Do you aim to improve customer experience, streamline operations, or reduce costs?
- Vendor selection: Research different CCaaS providers and compare their offerings. Consider factors like feature sets, scalability, pricing models, security certifications, and customer support reputation.
2. Design and configuration:
- Feature selection: Collaborate with your chosen CCaaS provider to select the specific features and functionalities that best align with your business and migration needs.
- Data migration strategy: Develop a plan for migrating your existing contact centre data (e.g., call recordings, customer information) to the CCaaS platform. Ensure data security and integrity throughout the process.
- Testing and training: Prior to full deployment, conduct thorough testing of the CCaaS solution to ensure smooth operation and identify any potential issues. Additionally, train your agents on the new platform and functionalities to ensure a seamless transition.
3. Implementation and transition:
- Phased rollout: Consider a phased rollout approach to minimise disruption. This allows you to test and learn in a controlled environment before fully transitioning to CCaaS.
- Change management: Communicate effectively with your agents and other stakeholders throughout the migration process. Address concerns, provide necessary support, and encourage user adoption of the new platform.
4. Optimisation and ongoing support:
- Monitor and analyse: Once fully operational, monitor key metrics to assess the effectiveness of your CCaaS solution. Analyse call handling times, agent performance, and customer satisfaction to identify areas for further optimisation.
- Ongoing support: Leverage the ongoing support offered by your CCaaS provider. They can assist with troubleshooting issues, feature updates, and ensuring your solution remains optimised for evolving business needs.
Additional considerations:
- Security and compliance: Ensure the CCaaS provider prioritises data security and adheres to relevant industry compliance regulations.
- Integration with existing systems: Evaluate how the CCaaS solution integrates with your existing CRM, ERP, or other business-critical systems.
- Scalability: Choose a CCaaS solution that can scale to accommodate future growth in your business and contact centre volume.
Nasstar is committed to your long-term CCaaS success, going beyond the initial implementation. Our comprehensive support package ensures a smooth transition, optimises performance, and empowers your team for the long haul. We provide ongoing management services to continuously monitor your CCaaS solution's performance, identify areas for improvement, and fine-tune configurations to maximise efficiency and meet your evolving needs.
A dedicated team of technical experts is also available to address any technical issues, troubleshoot problems, answer questions, and ensure your system runs smoothly. Recognizing the importance of user adoption, we offer ongoing training programs for your agents, supervisors, and administrators. These programs equip them with the skills and knowledge to navigate the platform comfortably and to its full potential.
Nasstar fosters long-term success through a clear roadmap and dedicated innovation sessions. Our roadmap provides transparency by outlining upcoming features, updates, and integrations planned for the CCaaS platform, allowing you to proactively plan and ensure your team can take full advantage of the platform's potential.
These roadmap sessions are complemented by regular innovation sessions where your team and our experts can brainstorm new ways to leverage the CCaaS solution. Through collaboration, you can identify opportunities to streamline workflows, personalise customer interactions, and maximise the platform's capabilities.
CCaaS solutions are highly secure, potentially even more so than traditional on-premises deployments as they are typically built in a hyperscaler’s public cloud infrastructure. Some of the security advantages of CCaaS include:
- Provider expertise: Cloud providers specialise in data security, employing a team of security professionals and constantly updating their infrastructure with the latest security measures. This level of expertise might be beyond the reach of many businesses for their own on-premises systems.
- Robust security infrastructure: Cloud providers invest heavily in physical security measures for their data centres, including access controls, intrusion detection systems, and disaster recovery plans. This ensures your data is protected from physical threats and natural disasters.
- Regular updates and patching: Cloud providers are diligent about keeping their infrastructure and software up to date with the latest security patches. This is crucial in mitigating vulnerabilities that hackers might exploit.
- Compliance: Many cloud providers adhere to strict industry compliance regulations like HIPAA, PCI DSS, and GDPR. This translates to robust data security practices and regular audits to ensure adherence.
Customers should always look to choose a reputable vendor with a strong track record of security, a commitment to data privacy and the ability to adhere to data sovereignty requirements.
