Contact Centre as a Service (CCaaS)
Contact Centre as a Service (CCaaS) is a cloud-based way to run a modern contact centre without being tied to physical hardware or rigid systems. It brings voice, digital channels, routing and reporting into one platform that helps teams work more efficiently and deliver better customer experiences.
At Pure Cloud, we deliver CCaaS using CXP by TelXL as a fully managed service. That means a future-ready contact centre platform, designed around how your teams actually work, without the operational overhead of running it yourself.
Features & Benefits
Omnichannel customer engagement
Handle voice, email, live chat, messaging and social channels in one unified interface. Agents can manage every conversation in context, reducing friction and improving response times across all customer touchpoints.
Unified customer history
All interactions are captured in a single timeline. Agents see the full picture without jumping between systems, making conversations more personal and far more efficient.
Intelligent routing and prioritisation
Contacts are automatically directed to the right agent based on skills, availability and priority. Tasks are surfaced in the right order so your team stays focused on what matters most.
Real-time insight and reporting
Supervisors get live dashboards and detailed reports across channels, queues and agents. Performance becomes measurable, visible and far easier to improve.
Scalable and cost-efficient
CCaaS scales as your business grows. Add users, channels or features without on-prem infrastructure, major upgrades or long lead times.
Seamless integrations
The platform integrates with tools you already use, including Microsoft Teams and CRM systems, helping centralise workflows and reduce context switching for agents.
How CCaaS works
Modern customers communicate in different ways. CCaaS brings all channels into one platform so your contact centre adapts to how people want to engage.
Centralised customer view
Every interaction, whether it is a call, chat, email or message, is captured in one interface so agents always have context and history at their fingertips.
Smart contact routing
Contacts are routed to the right agent or team based on skills, workload and priority, improving response times and customer satisfaction.
Dynamic task management
Tasks and work items are presented in priority order, helping agents work efficiently and keeping queues moving smoothly.
CCaaS is not just about communication. It is about visibility, performance and operational clarity.
Real-time dashboards
Supervisors see activity across channels and agents live, giving them the context to coach teams, balance workloads and prevent issues before they escalate.
Reporting and analytics
Live and historical reporting helps you understand performance trends, customer behaviour and service levels so decisions are data-informed rather than assumed.
Supervisor toolset
From agent monitoring to queue management, supervisors get practical tools to improve quality, efficiency and service consistency.
We do not just deploy CCaaS. We run it.
Platform optimisation
We keep the platform aligned to your business needs, adjusting configuration, routing and workflows to maintain strong performance over time.
Resilience and uptime support
Hosted in resilient cloud infrastructure with built-in continuity and disaster recovery, the platform stays online and dependable even during demand spikes.
Easy expansion as you grow
As your team grows or your use cases evolve, we help you expand channels, capacity and integrations without disruption or complexity.
Why choose Pure Cloud?
Proactive Monitoring & Management
Most MSPs wait for tickets. We fix issues in the background with proactive monitoring, patching and automation, meaning fewer "turn it off and on again" moments.
We Deliver Outcomes, Not Products
We Deliver Outcomes, Not Products begin with the outcome you need and build the tech around it. No vendor bias. No promo pushing. Just results.
We Challenge You
We don't just do what you ask. If there's a better, safer, smarter way, we'll tell you. Because having your back means being honest.
Security That's Proven, Not Claimed
ISO 27001? Check. Cyber Essentials and Plus? Check. CE certified assessor? Check. We don't just claim security - we live it, breathe it, and dream it.
End-to-End Ownership
No blame tennis. No vendor finger-pointing. If it afreditondb Qwnership take responsibility and we fix it. Full stop.
We Remove Issues, Not Your Independence
Some MSPs create more work to justify their existence. Not us. We automate, streamline and remove chaos so you actually need us less.
Get in touch
What would you like to achieve for your business?
Get in touch and let's see how our friendly team can help.