Airtel unveils contact-center-as-a-service for businesses

Bharti Airtel has introduced a new offering – the Airtel CCaaS (Contact Center as a Service). Representing an all-in-one cloud platform for contact centers, the service aims to streamline operations for businesses. 

In the traditional setup, companies needed to coordinate different vendors for voice services, cloud infrastructure, and software to manage their contact centers. Airtel's CCaaS seeks to simplify this process by consolidating voice services, cloud connections, and advanced software, including solutions from Genesys. The intended outcome is a quicker start for businesses in setting up their contact center operations, all at a reasonable monthly cost. 

Abhishek Biswal, Head of Digital Products & Services at Airtel Business, acknowledged the industry's challenge, stating, "We recognized a gap in the market – the absence of a straightforward platform for contact centers. Our CCaaS is designed to simplify operations and enhance customer interactions. We believe businesses will find value in its simplicity." 

Airtel CCaaS encompasses essential features, facilitating seamless management of both incoming and outgoing calls. It includes call routing, queuing, conference calling, redirecting, and cloud monitoring. Notably, users can access these features from any location and at any time. 

Beyond these functionalities, Airtel's CCaaS addresses the complexities associated with dealing with multiple vendors and navigating intricate regulatory landscapes. The aim is to eliminate prolonged waiting times during troubleshooting, making the process more efficient. 

Earlier in June this year, Bharti Airtel was selected by the Ministry of Education (MoE) for end-to-end management of Digital Infrastructure for Knowledge Sharing (DIKSHA). The Digital India Corporation (under MoE) has given Airtel the cloud and content delivery network (CDN) mandate for DIKSHA’s online platforms across its mobile application and website.