Bharti Airtel, one of India’s top telecoms service providers, today announced the introduction of Airtel CCaaS (Contact Centre as a Service), an industry-first omnichannel cloud platform that provides a consistent experience for all business contact center solutions.

Regarding Airtel: Airtel, headquartered in India, is a worldwide communications solutions company with over 500 million consumers in 17 South Asian and African countries. The corporation is one of the top three mobile providers in the world, with a network that serves over two billion people. 

Bharti Airtel is India’s leading supplier of comprehensive communications solutions and Africa’s second-largest mobile operator. Airtel’s retail offering includes high-speed 4G/5G mobile broadband, as well as Airtel Xstream Fibre, which offers 1 Gbps bandwidth with convergence across communications, digital payments, and financial services. Airtel provides a variety of products for corporate clients, including secure connection and cloud computing.

Businesses with contact center needs must now obtain voice, cloud, and software from several providers, resulting in greater financial and time expenses. Because the platform unites Voice-as-a-Service (VaaS), cloud, and the finest of contact center software from prominent vendors like Genesys, Airtel’s new CCaaS solution will allow organizations to dramatically decrease these expenditures. The platform would allow businesses to quickly implement contact center solutions at low monthly rates.

Abhishek Biswal, Head – Digital Products & Services, Airtel Business said, “As a brand, we consistently work towards delighting our customers with innovative products and services. The lack of a unified platform for contact center solutions has been an industry issue. We have developed a cutting-edge technology platform for CCaaS to address the challenges faced by the industry. Our innovative 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 for an enriching customer contact experience. We are certain that the industry will make the most of the offering”.

Enterprises may benefit from seamless call handling for both incoming and outgoing calls, as well as call routing, call queuing, conference calling, call redirection, and cloud monitoring on the cloud, which is available across all office locations at any time and from any place. 

The platform not only solves the problem of dealing with traditional multi-vendor setups for sourcing services, but it 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 limit easy scaling to other locations.

The CCaaS platform, which is available via Airtel’s CPaaS platform – Airtel IQ – was under beta testing for a few months before its official debut today. Airtel tested the solution with high-profile consumers and got excellent reviews for its ease of use and low cost.