Contact Centre as a Service (CCaaS)
If your contact centre still runs on ageing phone systems, sticky notes, and one person who "just knows how it works" — you're one annual leave request away from chaos.
YourCloud CCaaS fixes that. It replaces the patchwork of legacy tools with one cloud-based platform that handles voice, digital channels, routing, automation, and reporting — all in one place. No more duct-tape integrations. No more blind spots.
And because it runs as a managed service, Pure Cloud takes care of the configuration, the complexity, and the ongoing management, so you don't have to. Your team gets a contact centre that works the way your customers expect it to. Fast, consistent, and designed on purpose.
Features & Benefits
Get customers to the right person, first time
Nobody wants to repeat their life story to three different agents. Intelligent routing and shared conversation history mean customers land with the right person — full context already loaded.
AI that actually does something useful
Automated call summaries, real-time agent assist, and after-call wrap-up handled automatically — so your agents spend less time on admin and more time on customers.
Stop losing customers you could have kept
Customers don't leave after one bad experience — they leave after three mediocre ones in a row. Fewer transfers, less waiting, more first-time resolutions. Simple as that.
Compliance built in, not bolted on
Call recording, audit trails, GDPR-compliant data handling and full interaction history — configured from day one. For regulated industries, compliant by design. Not by accident.
Numbers the board actually cares about
Cost-per-interaction, first-contact resolution, ROI on automation — not just "the team is busy." Real-time dashboards and analytics give leadership visibility into what's working and where to invest next.
No more "Ask Dave — he knows how it works"
Every contact centre has one. One resignation away from chaos. Configuration, documentation and ownership sit with Pure Cloud — so continuity doesn't depend on any single person.
Our Services
What is it?
CXP is the contact centre platform Pure Cloud uses to power CCaaS. It brings voice, digital channels, intelligent routing, real-time reporting, and automation into one cloud-based platform — without the hardware, the complexity, or the eye-watering upfront cost of legacy systems.
Think of it as a contact centre that was designed for how customers communicate today — not how they communicated in 2005.
Who is it for?
If you’re running a contact centre on ageing infrastructure, disconnected tools, or a platform that nobody quite understands anymore — CXP is built for you. It suits businesses of all sizes that want a modern, flexible, fully managed operation without rebuilding everything from scratch.
What can it do?
Handle every channel — voice, email, chat, social, messaging — in one place. Route contacts intelligently to the right agent. Give supervisors live visibility across every queue. Integrate with your CRM and Microsoft Teams. And scale as you grow, without a site visit or a capital expenditure conversation.
What is it?
The ability to have one joined-up conversation with a customer, regardless of how they choose to contact you — phone, email, live chat, WhatsApp, social. No more “sorry, I can only see your emails” from an agent who has no idea you called last Tuesday.
Who is it for?
Any business whose customers use more than one channel to get in touch — so, everyone. Especially useful if your team currently juggles multiple inboxes, systems or platforms to manage different contact types.
What can it do?
Bring every interaction into a single agent interface with full history and context — so customers get a consistent, informed experience, and agents stop wasting time switching between systems to piece together what’s going on.
What is it?
The logic that decides who gets which contact, and when. Skills-based, priority-based or workload-based — the platform routes every interaction to the right person automatically, without a supervisor manually redirecting calls all day.
Who is it for?
Contact centres where the wrong people are getting the wrong contacts — or where one agent is drowning while another is idle. If your routing strategy is currently “whoever picks up first,” there’s a better way.
What can it do?
Reduce transfers, cut wait times and improve first-contact resolution — because customers reach someone who can actually help them, first time. Less frustration all round.
What is it?
Live visibility into what’s happening in your contact centre right now — queue lengths, agent performance, service levels, demand patterns. Not a report that lands in your inbox on Friday afternoon about what went wrong on Monday.
Who is it for?
Supervisors who currently feel like they’re flying blind. Leadership teams who need to justify the contact centre budget. Operations managers who want to intervene early instead of apologising later.
What can it do?
Turn your contact centre from a black box into a transparent, manageable operation. Spot issues before they become complaints. Coach agents with evidence. Report to the board with confidence.
What is it?
Pure Cloud doesn’t just deploy the platform and walk away. We run it — configuring routing logic, adjusting workflows, monitoring performance, and keeping everything aligned to how your business actually operates.
Who is it for?
Businesses that don’t want to hire a dedicated CCaaS administrator, or have been burned before by a vendor who handed over a system and said “good luck.” If you want a partner, not just a provider — this is the model.
What can it do?
Take the operational overhead off your plate. Your contact centre stays optimised, documented and supported — without relying on one person internally who “just knows how it works.”
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.