WHAT IS XCaaS?  opens in a new windowItalian Trulli

XCaaS, or eXperience Communications as a Service, is a cloud communications deployment model that erases the boundary between Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Experts have been working to bring employee experience and customer experience together. With businesses implementing the hybrid workplace model, XCaaS solutions aim to get rid of this demarcation line to offer both the worker and the customer an improved experience from one integrated cloud platform.
Studies have revealed that about 45% of customers abandon a service or a product based on the experience of having to repeat the same information repeatedly, especially in instances where they get passed from one agent to another. With XCaaS solutions, communications and interactions are in sync, eliminating the need for the client having to retell their story. Also, this eradicates the need to secure small portions of solutions from different vendors, which can especially be problematic and more costly than you probably thought.

ROI OF 

XCaaS

1

DATA SECURITY, PRIVACY, AND COMPLIANCE

As developers discover new ways to solve our day-to-day problems, cybercriminals are also on the lookout to take advantage of any weak point in corporate networks or systems. Dealing with a single integrated platform helps you have the same security protocols across all services and even fulfill regulatory compliance.

2

EFFICIENT AND COST-EFFECTIVENESS

More than often, scattered solutions mean more time and cost in configurations, provisioning, and integration to ensure every system user is on board. That is, without including the risk of errors and downtime. UCaaS+CCaaS in one single place completely negates this problem.

3

CONTEXT

We’ve talked about the pain customers experience retelling stories and communication silos, especially between workers using CCaaS and UCaaS. xCaaS ensures the same context, information, and interaction experience between one agent and another or between contact centers and other employees.

4

IMPROVED ANALYTICS, BETTER MARKETING

Integrating customer experience and your employee experience can help you acquire valuable insights by leveraging data obtained from interactions. This can significantly help you improve and market your products and/or services. Having a single vendor and platform means your AI algorithms can better learn and correlate patterns in data to give you an edge in the market.

Possible Combination Graphic Tables:

Five9 + Teams

CT Cloud Contact Center + Teams

Five9 + Webex

CT Cloud Contact Center + Teams

Five9 + CT Cloud Voice

CT Cloud Contact Center + CT Cloud Voice

TABLE OF 

CONTENTS

01. UCaaS   

Section 1: CallTower’s Microsoft Teams Direct Routing

Section 2: Microsoft Teams Direct Routing for GCC high

Section 3: Operator Connect for Microsoft Teams
Section 4: Cisco Webex
Section 5: CT Cloud Voice

02. CCaaS   

Section 1: Five9 Cloud Contact Center
Section 2: CT Cloud Contact Center

CALLTOWER’S

MICROSOFT TEAMS

DIRECT ROUTING  opens in a new window

CallTower was the first solution provider to deliver an integrated Office 365 Native Microsoft Teams experience with global calling plans, empowered by a 24/7/365 client services team and ensuring a personalized implementation, adoption, training and support strategy. As a Microsoft Gold Partner, CallTower’s monitoring and management services provide the highest quality user experience.
The Microsoft Teams Phone System powered by CallTower enables customers to bring their current voice services into the Microsoft Cloud through Direct Routing. Direct Routing ensures the ability to leverage CallTower’s preferred rates and unlocks the full potential of a Microsoft Teams Phone System. CallTower delivers key Microsoft Teams UCaaS features and functionality which are unavailable through other providers. Customers using CallTower’s Teams Direct Routing offering can also easily redirect calls to an alternate number in case of a Microsoft outage and stay connected.

Downloads

INTERNATIONAL CALLING

International Microsoft Teams phone system using Direct Routing provides simple local calling from Microsoft Office 365 Teams application

FROST & SULLIVAN WHITE PAPER

Customize your Microsoft Teams deploymeent to maximize business value

MICROSOFT TEAMS

DIRECT ROUTING

DoD Government Contractors are eligible for GCC High in Azure Cloud. CallTower is the only provider enabling cloud-based Teams voice in GCC High. CallTower delivers GCC High with Conferencing and PSTN via Microsoft Teams Direct Routing. This solution ensures a personalized implementation, adoption, training program and support system. As a Microsoft Gold Partner, CallTower’s monitoring and management services provide the highest quality user experience.
Now, those organizations leveraging Microsoft 365 GCC High environments can add voice and audio conferencing to their systems with Microsoft Teams Direct Routing from CallTower. Chats and team calls are now easier as users can directly communicate with others who are not a part of the same workplace. Microsoft 365 GCC High meets the unique and evolving requirements of contractors holding or processing DoD controlled unclassified information (CUI), Cybersecurity Maturity Model Certification (CMMC), or subject to International Traffic in Arms Regulations (ITAR).
Read Article CALLTOWER'S DIRECT ROUTING GIVES VOICE TO MICROSOFT TEAMS

For all its popularity, Teams still only provides a part of the picture for how organizations get work done since it lacks a voice component. This is where Microsofts Gold Partners like CallTower are able to offer Direct Routing, filling in Teamscapabilities gaps.

OPERATOR CONNECT

FOR MICROSOFT TEAMS  opens in a new window

Operator Connect allows Microsoft Teams administrators to open the “Operators” tab in the Teams admin center to connect calling services, acquire phone numbers, and assign users. Operators, such as CallTower, will provide technical support and manage the voice network and infrastructure. Operators can also enable PSTN voice services in regions currently unavailable through Microsoft Calling Plans. Implementation of voice services can be online in a matter of hours.

1

LEVERAGE EXISTING CONTRACTS OR FIND A NEW OPERATOR

You keep your preferred operator and contracts or choose a new one from a selection of participating operators to meet your business needs.

2

FASTER, EASIER DEPLOYMENT

You can quickly connect to your operator and assign phone numbers to users -– all from the Teams Admin Center.

3

ENHANCED SUPPORT AND RELIABILITY

Operators provide technical support and shared service level agreements to improve support service, while direct peering powered by Azure creates a one-to-one network connection for enhanced reliability.

4

OPERATOR-MANAGED INFRASTRUCTURE

Your operator manages the PSTN calling services and Session Border Controllers (SBCs), allowing you to save on hardware purchase and management.

CISCO

WEBEX

Read Article CISCO WEBEX: AN EXCEPTIONAL USER EXPERIENCE

Cisco Webex is a renowned video conferencing and meeting resource used by enterprises of all sizes in a range of industries.

Read Article THE USER EXPERIENCE OF CISCO WEBEX

Cisco Webex offers an intuitive technology accompanied by an award-winning design to ensure that the best quality is provided for quality and productive meetings.

Read Article WHAT IS CISCO WEBEX?

The Webex experience is heating up, with more exciting features for users to explore.

Operator Connect allows Microsoft Teams administrators to open the “Operators” tab in the Teams admin center to connect calling services, acquire phone numbers, and assign users. Operators, such as CallTower, will provide technical support and manage the voice network and infrastructure. Operators can also enable PSTN voice services in regions currently unavailable through Microsoft Calling Plans. Implementation of voice services can be online in a matter of hours.

PROJECT MANAGEMENT APPS

Microsoft Office 365, GoogleCloud, Box, and Smartsheet. Increase work efficiency in managing projects and tasks with project management tools like Jira, Asana, and Trello

INCIDENT MANAGEMENT SYSTEMS

Minimize the impact to normal operations and manage service issues by creating and updating workflows in ServiceNow and Zendesk.

DEVELOPER TOOLS

Make your development cycles faster and easier with repository management, code reviews, and issue tracking with GitHub, Jenkins, Azure, and Jira.

SECURITY

Keep sensitive information safe with integrations to leading data loss prevention (DLP) and cloud access security broker (CASB) security and identity management solutions like Cisco Cloudlock, Symantec, Duo, and more

SALES, MARKETING AND SOCIAL

Make the most of your team collaboration by making updates to Salesforce and receiving notifications from Marketo, Eventbrite, SurveyMonkey, and Local Measure

CT CLOUD

This powerful UCaaS solution empowers carriers to extend their business telephony services directly to an end user’s laptop, desktop or portable device or handset. These endpoints present the actual calling features, dial plans and outgoing caller ID of the twinned office phone. Ideal for remote workers and mobile workers who are increasingly bringing their own devices (BYOD).
This solution features, which are available across all devices, include: HD Voice and Video Calling, SMS texting with file sharing and presence, pre- and in-call controls, unique network management tools and apps for Windows, MacOS, iOS and Android. Plus, CT Cloud CommPortal allows users to view missed calls, access voicemail, manage contacts and more.

FIVE9 CLOUD

CONTACT CENTER  opens in a new window

Five9 cloud contact center solution provides the benefits of feature-rich, on-premise systems with none of the hassles. Five9 enables your people with the tools they need to make powerful customer connections while delivering the results your business requires. With the Five9 contact center, you receive all the features and benefits you’ve come to expect from on-premise contact center infrastructure systems, with none of the complexity and long deployment times. And unlike many other cloud contact center infrastructure vendors, the Five9 VCC suite is built entirely from the ground up for the cloud.

VIRTUAL INBOUND CLOUD CONTACT CENTER

Business moves fast. So should your contact center. With the simplicity of the Five9 Virtual Inbound Cloud Contact Center (VCC), you can configure your contact center in as little as one hour. Five9 is the market leader in customer implementations with the experience you need to help transform your brittle premise infrastructure into an agile contact center with the ability to scale whenever you need it.

MICROSOFT TEAMS INTEGRATION:

The Five9 and Microsoft Teams empowers agents to leverage:
  • Company-wide presence (providing contact availability and channel preference)
  • Global address book integration/synchronization and contact groups
  • Click to Call and Click to Chat collaboration
  • Telephony integration for Five9 agents and Microsoft
  • Microsoft Teams users to place calls to each other without carrier fees
  • Authentication via Windows domain credentials passed to UC adapter

PREDICTIVE DIALER

The Five9 Predictive Dialer automates outbound dialing and triples the amount of time your agents spend talk-ing to real prospects and customers, instead of dialing numbers. Use the Five9 Predictive Dialer when you have a large number of leads you need to contact quickly. It runs through your call lists across multiple campaigns, detects voice mail, fax machines, and busy signals. It also avoids “Do Not Call” numbers and automatically adjusts the dialing pace according to predicted agent availability.

Five9 Integration with Teams

Increase first contact resolution and improve customer experience

Increase first contact resolution and improve customer experience

Agent-Expert Consultation Features:

Agents can view a consolidated directory with Teams subject matter experts

“At-a-glance” directory on the agent desktop provides presence information for experts (available, busy, away, etc.)
Teams users can be identified by department for agents to quickly find the right expert to help
Agents can easily click to call, conference, or transfer a call to any Teams user

Telephony Connect Features:

Video Case Study

Calls to a company’s general number can be automatically rediracted to the contact center
Five9 contact center agents can talk with back office experts who use Teams
Calls requiring contact center personnel can be directed to the correct skill groups in the contact center
Toll-free on-net calling, conferencing, and transfers
Calls coming to the company’s 1-800 number can be redirected to a specialist work group outside of the contact center
Consolidated directory of Teams users on the agent desktop to quickly

CT CLOUD

CONTACT CENTER

Fully featured, Powerful and Complete End-to-end Cloud Contact Center

BLOOMS TODAY CASE STUDY

Blooms Today had a critical need for effective and modern communication systems. They regularly received floods of calls placing flower orders – they needed to ensure excellent call quality to avoid bad information exchanges.

SUPERIOR CUSTOMER CARE

CT Cloud Contact Center empowers customers with a full-featured, powerful and complete end-to-end cloud contact center solution. Customers can expect their calls to be answered quickly and their issues to be resolved promptly. Whether your contact center has a few or even hundreds of agents, meeting this demand requires specialized software.

INCREASE PRODUCTIVITY AND REDUCE COSTS

The CT Cloud Contact Center solution is designed to improve contact center operations by reducing IT reliance, streamlining workflow processes, simplifying training, and affecting better decisions through robust analytics.

FRESH, DYNAMIC AND USER FRIENDLY

Contact Center solution can be complex, optimizing them shouldn’t be. With CT Cloud Contact Center’s user-friendly interface and graphical dashboards, enabling your staff to achieve your customer contact goals is easier, more accessible, and more enjoyable than ever before.

Online Provisioning inCallTower Connect

UCaaS
Solutions

Cisco

Microsoft

CT Cloud

Contact Center
Solutions

Five9

CT Cloud Center

Conferencing &
Collaboration

CT Cloud Meeting

Webex Meetings

Office 365

Network
Optimization

CT Cloud Boost

CT Cloud Analyze

Redundancy Solutions

ONE-STOP-SHOP

Full Turn-key solution

One invoice

One support call

Dedicated circuits

Fully managed handsets, headsets and conference rooms

SECURITY, STABILITY & SCALABILITY

Benefits of OPEX & CAPEX

One platform to monitor

End-to-end private cloud environment

Faster troubleshooting

PROJECT MANAGEMENT

No finger pointing between soluution providers

One project team for design/changes

Faster deployment times

Easy-to-use solution management too

Table of Contents:

Direct
Routing

GCC
High

Operator
Connect

Cisco
Webex

CT Cloud
Voice

Five9

CT Cloud
Center