Contact Centre as a Service

Empower your agents, delight your customers

A secure cloud contact centre solution that improves your customer experiences and simplifies collaboration with agents.

Whether you require an inbound/outbound call centre solution for voice or an omnichannel solution integrating multiple digital channels, Telviva's Contact Centre as a Service (CCaaS) solution provides comprehensive platforms to streamline your contact centre operations.

Seamlessly connect your contact centre agents with your back office users

Our integrated contact centre solution bridges the gap between your front-line and back-office operations, streamlining workflows and collaboration between teams.

This improves efficiency, eases interaction handling between teams, and results in cost management.

Workspaces designed for agent and supervisor success.

Our solution includes powerful tools like queue management, diallers, and wallboards, enabling you to monitor performance in real-time and allocate resources effectively.

Analytics, transcription, Quality Assurance and rich reporting are some of the tools that enhances overall performance, manage agent workforces and overall efficiency.

Automate conversations across voice and digital channels

Empower your team with the tools to deliver exceptional customer service while boosting productivity and driving business growth. Reduce manual tasks, improve response times and increase agent productivity by leveraging virtual agents using AI in contact centres.

Automate high volume, rule-bound conversations at the level of a human expert.

Optimise your Customer Experience

A unified platform offering seamless integration capabilities to boost efficiency and deliver exceptional customer service.

Streamline operations and enhance efficiency with intelligent automation.

Automated workflows trigger actions like follow-up emails, WhatsApp’s or ticket creation without human input for proactive issue resolution.
Automate high volume, rule-bound conversations at the level of a human expert.
System automation handle repetitive tasks like proactive alerts and status updates.

Create a seamless customer experience with powerful system integrations.

CRM integration: real-time sync with ERP, CRMs and other third-party systems.

APIs & Webhooks: Two-way integration for external databases, HRMS, ticketing tools, or ERPs.
Workforce management tools: Sync agent schedules, performance KPIs, and real-time dashboards.

Deliver exceptional customer experiences with personalised and proactive engagement.

Omnichannel engagement: Consistent conversations across WhatsApp, email, voice, web, and SMS.
Single agent interface: All channels and history in a single view — no switching into different platforms.
Customer journey continuity: Never ask a customer to repeat themselves.

Unify processes and optimise customer journeys with intelligent orchestration.

Campaign orchestration: Schedule and automate outreach across channels with built-in rules.
Journey-based routing: Route interactions based on behaviour, history, or urgency.
Cross-channel handoff: Seamless move from bot to agent, WhatsApp to voice, or sales to support.

A complete contact centre solution

Transform your Contact Centre into a Value Centre with Telviva’s managed service offering.

Service Management

An end-to-end managed solution means you can focus on your customers, not your technology. We handle everything.

Business Process Mapping

Identify and eliminate inefficiencies in your business processes which can lead to improved productivity, reduced costs, and increased customer satisfaction.

Customer Journey Mapping

Our experienced team can help you understand your customers’ experiences at every touchpoint.

Business Process Automation

Automate certain business processes to reduce errors, improve customer satisfaction and to free up your agents’ time to handle the more complex tasks.

The all-in-one communication platform provides the following features and functionality in each package.

Inbound/Outbound/Blended
Voice Only
Real-time monitoring
Quality Assessment
Comprehensive Reporting
Customisable Wallboards

Automatic / Predictive dialling
Voice Only
Outbound Campaigns
Automatic Call Distribution
Wallboards
Skills-based Routing

Omnichannel
Voice & Digital Channels
Contact Management
Automation & Triggers
CRM & Third-party Integrations
IVR Designer

Popular

View all features

	Telviva Connect	Telviva Reach	Telviva Omni
Inbound
Outbound
Blended
After Call Survey
Dashboards
Reporting
Scheduled Reporting
WEBRTC
One Agent View
Custom Dashboards*
Predictive Dialling
Power Dialling (1:1)
Preview Dialling
Contacts Management
Cloud Integrations
Google & Microsoft Contacts
Outbound Campaigns (Announcements)
Social Media (WhatsApp, Twitter, etc.)
CRM Integration
Customer History
Contact Manager
GDPR Compliant
Custom Reports
Web Chat
Email
SMS

Managed Contact Centre as a Service

Digital specialist

- Discovery
- Advanced Needs Analysis

Service management

- Dedicated Service manager
- Proactive Operational Support

Analyse

- Business Process Mapping
- Customer Journey Mapping

Digital enablement

- Automation
- Integration
- Orchestration
- Special development

Enterprise support

- Service Level Agreement (SLA) Compliance
- Proactive Issue Resolution

Network operations centre

- Proactive Monitoring
- Alerting

I have worked with AnD [now Telviva] since the mid-90s, and what has stood out over the years is the service from the team. I have been through several complete system migrations with them, and they have kept at the forefront of technology in the call centre industry. The relationship was a very productive and valuable one, primarily centred around the personalised service.

"Telviva has provided us with a professional and efficient solution that has improved our operations significantly. Their support and communication have been outstanding, making them a valuable partner in our success."

"By way of example, in 2020 during the lockdown, all staff suddenly had to work from home. Besides enabling this switch to a remote contact centre working within a day through Telviva One and Telviva Mobile, they guided us on how to deal with many different internet connections, routers, and technology, and taught us how to route calls to consultants efficiently. This kind of hands-on guidance continues today, and agents have great flexibility in how they access and use the Telviva platform"

Frequently asked questions

Got questions? We’ve got answers! Explore our FAQs to find quick solutions, helpful tips, and everything you need to get the most out of your experience. If you don’t find what you’re looking for, click on the chat to us feature.

What is Telviva CCaaS, and how does it improve customer interactions?

Telviva CCaaS (Contact Centre as a Service) is a cloud-based solution and can offer an omnichannel solution. Telviva Omni unifies multiple communication channels—like voice, email, web chat, and social media—into a single platform. It enhances customer interactions by providing agents with real-time context, such as caller history, through CRM integrations, enabling faster, more personalised service and improving customer satisfaction.

Can the contact centre agents communicate with the back office?

Telviva CCaaS enables the back office to seamlessly connect with the contact centre agents, without the need for additional licenses. This integration bridges the gap between the front-line and back-office, whilst streamlining workflows and results in effective cost management.

What kind of analytics does Telviva CCaaS provide to improve contact center performance?

Telviva CCaaS offers advanced analytics and reporting tools that track key metrics such as call resolution times, agent performance, and customer satisfaction. These insights help businesses identify bottlenecks, optimise workflows, and make data-driven decisions to enhance overall contact centre efficiency.