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.

Telviva Connect

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

Telviva Reach

per user / per month
  • Automatic / Predictive dialling
  • Voice Only
  • Outbound Campaigns
  • Automatic Call Distribution
  • Wallboards
  • Skills-based Routing

Telviva Omni

per user / per month
  • Omnichannel
  • Voice & Digital Channels
  • Contact Management
  • Automation & Triggers
  • CRM & Third-party Integrations
  • IVR Designer
Popular
 
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

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.

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.

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.

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