Contact Center as a Service (CCaaS)

"CCaaS" is an acronym for "Contact Center as a Service". A contact center is the central hub of communication between a business and its customers. CCaaS solutions unify your entire contact center in the cloud. Instead of many disparate contact center platforms, it’s done all in one place so you can see and manage all your communications with ease. Because of this, a call center as a service solution dramatically improves efficiency for everyone in your organization.

GigTel’s Contact Center is a comprehensive solution designed to streamline customer support and enhance the customer experience. Our solution offers a range of features and functionalities to improve customer interactions, boost efficiency, and maximize customer satisfaction.

Improve customer experience and gain control. All in one phone, email, text, SMS, & chat. Plus, in-depth reporting to see how well things are working. Our contact center is a powerful solution that helps organizations deliver outstanding customer service and improve their overall customer experience. It is easy to use, customizable, and scalable to meet the evolving needs of organizations of all sizes.  The GigTel contact center is built to scale your business. With all the features to take your business to the next level, our contact center cloud solutions grow with you. Unlike a traditional on-premises contact center system, our cloud contact center can be easily scaled up or down based on your business’s changing needs without the need for complex hardware installations or upgrades. The GigTel Contact Center allows your business to adapt quickly to changes in customer demand and keep pace with rapidly evolving market conditions. 

It has never been easier to streamline customer support and enhance your customer experience. Our call center service solutions let you focus on customer interactions, boosting efficiency and maximizing customer satisfaction. Our multi-channel support means your customers can have multiple ways to contact your business, whether by phone, SMS, chat, or email. Customized call queue routing and thresholds allow customers to be directed to the right agent based on availability, language preferences, and the problem or question. Your customers shouldn’t have to look for answers; our contact center allows you to use a multi-tiered auto attendant that routes your customers exactly where they need to be.
Our contact center solution streamlines not only customer support and experience but also agent productivity. Agents can gain full mobile access to our contact center from their laptops, tablets, or even smartphones. This allows agents to work remotely and take calls on the go. They no longer have to be tethered to their desk or phone and can take calls outside the office. Your agents can take their communication tools wherever they go. When you choose GigTel as your contact center solutions provider, it’s easy to maintain engagement with your callers remotely, as the system ensures your agents can connect to a live call from a single platform anywhere, anytime. 

Our solution also comes with an array of performance analytics to help you drive performance and productivity. Get all the insights you need with a full suite of tools and dashboards. Customize your reports and dashboards to fit your business and agents, as well as optimize your workforce. In addition, you can set up automated reports via email, so you can always see your call center statistics on a daily, weekly, or even monthly basis! Our solution also provides real-time monitoring and reporting capabilities to help supervisors keep track of agent performance and customer interactions. Supervisors can also schedule and manage agents, ensuring that customers receive the support they need in a timely manner. You can also gather and analyze customer data to understand valuable insights about your customer's needs and preferences. This information can be used to further optimize your customer service operations and your customer experience. This helps you not only optimize your customer experience but create a better relationship with them as well. 

Easily manage your contact center in one place. Our intuitive web portal gives you everything you need in one platform. View reports and analytics, monitor calls, view agent and call statistics, track your call volumes, and more all in one easy-to-use portal with the GigTel solution. Easily access the portal via your laptop, tablet, or even your mobile device so you can always get the information you need. We understand the unique needs of companies that need CCaaS solutions and have designed our interactive web portal to be as easy to use as possible.

For many businesses, a contact center is a critical component of their customer service strategy. A well-designed contact center can provide a seamless user experience, and it can be an invaluable tool for marketing and sales. At GigTel, we understand that each business is unique in its strengths and weaknesses, which is why our team works closely with you to design a solution that fits your needs and budget. We'll work with you to determine precisely what kind of contact center solution would be best suited for your business. The result? A comprehensive system that provides exceptional customer service every step of the way—from answering inquiries about products or services to resolving issues with billing or refunds.