Airtel launches Contact Center as a Service

New Delhi, Oct 18: Telecom operator Bharti Airtel has launched Contact Center as a Service (CCaaS), which it claims to be the industry's first omnichannel cloud platform, to tap into about Rs 8,000 crore market opportunity in the country.

Addressing the Market Need

Airtel said businesses with contact center requirements need to source voice, cloud, and software separately from multiple vendors at present, resulting in higher capital and time investments. Airtel's innovative CCaaS offering will enable enterprises to reduce these investments significantly, as the platform unifies Voice-as-a-Service (VaaS), cloud, and the best of contact center software from leading providers, including Genesys.

Benefits for Enterprises

The platform will enable enterprises to get started on contact center solutions instantly at affordable monthly costs, Airtel said in a statement. An Airtel spokesperson said voice is Rs 4,000 crore, and the overall contact center market will be more than twice the voice market.

Simplifying Contact Center Management

Airtel Business, Head for Digital Products and Services, Abhishek Biswal said the lack of a unified platform for contact center solutions has been an industry issue. "Our CCaaS offering combines the best of voice, cloud, and software to simplify contact center management at an affordable cost. With this, we will not only revolutionize the segment with a game-changing solution but will also usher in a new era of streamlined operations," Biswal said.

Eliminating Regulatory Compliance and Troubleshooting Challenges

Airtel said that the platform also eliminates the need for enterprises to close requisite regulatory compliances and the challenge of longer wait time during troubleshooting requirements, which not only involve higher capital, operational expenses, and time investments but also limits easy scaling to other locations.

Airtel's Contact Center as a Service offering has the potential to revolutionize the way enterprises manage their contact centers. With its unified platform and affordable monthly costs, it addresses the challenges faced by businesses in setting up and maintaining contact center solutions. By leveraging Airtel's expertise in voice, cloud, and software, enterprises can now streamline their operations and enhance customer experience.