CCaaS Configuration
and DevOps
Management

Streamline CCaaS operations, boost engineering’s productivity and responsiveness, while shortening time to value and reducing overall operational risk with CCaaS configuration.

 four levers of agile change

AUDIT

Identify configuration changes

AUTOMATION

Automate the move

ADMINISTRATION

Manage the change

COMPLIANCE

Drive service assurance

  • Know the who, what and when of every change with immediate roll back of an object or whole function in the event of an outage.
  • Create CX catalogues to increase rollout speeds by up to 500%.
  • Improve the quality and flow rate of innovation.
  • Increase the speed and quality of operational change and innovation.
  • Squeeze multiple innovations into shrinking change windows.
  • Drive SLAs adherence, reduce technical debt and identify operational efficiencies.

AUDIT

Identify configuration changes

  • Know the who, what and when of every change with immediate roll back of an object or whole function in the event of an outage.

AUTOMATION

Automate the move

  • Create CX catalogues to increase rollout speeds by up to 500%.
  • Improve the quality and flow rate of innovation.

ADMINISTRATION

Manage the change

  • Increase the speed and quality of operational change and innovation.
  • Squeeze multiple innovations into shrinking change windows.

COMPLIANCE

Drive service assurance

  • Drive SLAs adherence, reduce technical debt and identify operational efficiencies.

Symphony explained

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    FAQs

    An example of CCaaS is Five9. It is a cloud-based contact center solution that allows businesses to manage customer interactions across multiple channels, such as phone, email, chat, and social media. Amazon Connect enables companies to set up and scale their contact centers without needing on-premise infrastructure, making it highly flexible and cost-effective. Other popular CCaaS platforms include Genesys Cloud and RingCentral Contact Center.

    A CCaaS platform is a cloud-based solution that provides the tools and services needed to manage customer interactions through multiple communication channels, such as voice, email, chat, and social media. These platforms allow businesses to deploy and operate contact centers without the need for traditional on-premise infrastructure. CCaaS platforms typically offer features like omnichannel routing, reporting and analytics, CRM integration, and workforce management tools to enhance the customer service experience and improve operational efficiency.

    UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) are both cloud-based communication solutions, but they serve different purposes:

    • UCaaS focuses on providing unified communication tools for internal business communication, such as voice, video, messaging, and collaboration platforms. It integrates these various tools into one system, enabling employees to communicate seamlessly from anywhere, improving productivity and collaboration.
    • CCaaS is designed specifically for customer service environments. It helps manage customer interactions across different channels like phone, email, and chat. CCaaS enhances the customer experience by streamlining interactions, providing analytics, and integrating with other systems such as CRM platforms.

    While UCaaS improves internal communication and collaboration, CCaaS optimizes external customer-facing communications.