Contact Center as a Service (CCaaS)
When rigid technology limits growth and compliance becomes a burden, CCaaS offers the way forward.
Enhance
Give your customers the ability to connect on their preferred channels.
Streamline
Reduce compliance risk, control costs, and keep your contact center running without disruption.
Operate
Run your operations fully in the cloud and react to rapidly changing market conditions with scalability.
Stuck with outdated contact center systems? Let’s talk! >>
What is CCaaS?
Deliver the Experience Your Customers Expect with Wilmac’s CCaaS Solutions
Your customers expect seamless, personalized experiences across every channel, yet many contact centers struggle to deliver. Outdated systems slow down operations, make it harder to meet compliance requirements, and prevent you from adapting to new customer expectations. These limitations not only frustrate your customers but also restrict your ability to innovate and grow.
CCaaS (Contact Center as a Service) addresses these challenges head-on. By moving to a cloud-based platform, you can unify customer interactions across voice, chat, email, and more, while gaining access to advanced features like AI-powered insights and real-time analytics.
CCaaS scales as your business evolves, reduces the risks tied to legacy infrastructure, and keeps you prepared for regulatory changes.
Choosing the right CCaaS solution allows you to break free from outdated technology, improve compliance, and deliver the modern experience your customers demand. It transforms your contact center from a cost center into a strategic asset that drives long-term success.
What’s holding your contact center back from CCaaS success?
Modernizing should be simple, yet many organizations face painful implementations, weak post-launch support, unclear roadmaps, and legacy systems that complicate compliance. These challenges limit efficiency, stall progress, and prevent you from realizing the full potential of your CCaaS investment.
Painful and Disruptive Implementations
Switching to CCaaS should be seamless, but:
-
Transitions often cause downtime and inefficiencies.
-
Vendors prioritize speed over proper alignment with your goals.
-
Your team is left frustrated and operations disrupted.
Wilmac ensures smooth implementations with hands-on support, acting as the bridge between you and the vendor to minimize disruption and align deployment with your objectives.
Poor and Frustrating Post-Implementation Support
Go-live is only the beginning, yet:
• Vendors often provide generic, low-quality support.
• Technical account managers fail to address your specific needs.
• Optimization is left entirely up to you.
Wilmac delivers dedicated, high-touch service that ensures proper platform use, ongoing improvements, and continuous optimization so your CCaaS investment grows in value.
Navigating CCaaS Without a Clear Roadmap
CCaaS should empower your team, but:
• The process is complex and overwhelming without guidance.
• Smaller contact centers lack the resources to manage transitions.
• Vendors focus on deployment, not long-term success.
Wilmac defines and executes a clear vision for your success, guiding you every step of the way to transform your platform into a strategic asset.
Legacy Systems and Compliance Challenges
Modernization is critical, but:
• Legacy systems trap valuable interaction data.
• Compliance becomes harder, and storage costs keep rising.
• Integrating old data with new platforms is often overlooked.
Wilmac bridges the gap with Continuity Replay, integrating legacy data into your CCaaS platform, ensuring compliance, reducing costs, and unlocking valuable insights.
Cloud-Powered Solutions for Modern Contact Centers
CCaaS Products
Increase efficiency, reduce costs, and renew confidence with our CCaaS products and solutions.
CCaaS Solutions
The Benefits of Our CCaaS Solutions
WHAT TO EXPECT FROM OUR CLOUD CONTACT CENTER OFFERINGS
Scale with changing conditions
Quickly adapt to shifts in customer demand, staffing needs, or market trends without being limited by outdated systems.
Deliver innovative features
Provide cutting-edge capabilities like AI analytics, advanced routing, and omnichannel communication.
Exceed customer expectations
Unify every interaction to offer fast, personalized experiences across all channels.
Reduce IT costs
Eliminate hardware maintenance and upgrades so your IT team can focus on strategic work.
Rely on expert support
Wilmac’s WNY-based team offers hands-on guidance from rollout through ongoing optimization.
Choosing Wilmac for CCaaS means expert support. See how we do it >>
Where Wilmac Technologies Specializes
Banking
Wilmac’s CCaaS secures and simplifies call recording and transaction data management, helping you meet Dodd-Frank and SOX requirements while easing audits and investigations.
Financial Services
With Wilmac, access client interactions instantly across all channels, stay SEC and FINRA compliant, and cut storage costs while gaining insights from your data.
Insurance
Wilmac centralizes policyholder calls and claims records to meet NAIC and state retention rules, improving accessibility and service outcomes.
Healthcare
Our CCaaS unifies patient interactions and compliance records, ensuring HIPAA adherence while streamlining retention and enhancing care coordination.