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Contact Centre

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Contact Centre (CCaaS)

A modern contact centre brings every customer conversation into one place, from calls to chat. Cratsol helps you understand your options and supplies the agent hardware your team needs to deliver on it.

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A smarter way to manage customer contact

Contact Centre as a Service (CCaaS) is a cloud-based way to run your customer service. Instead of an on-site call centre system, the platform is delivered over the internet, bringing calls, email, web chat, and messaging into one place, so your agents handle every conversation from a single screen, wherever they are working.
Because it is delivered from the cloud, there is no on-site call centre hardware to maintain, and you can scale agents up or down as demand changes. The platform itself is provided and hosted by a specialist CCaaS provider.

What a cloud contact centre gives you

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Every channel handled from one place

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Agents who can work from anywhere

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No on-site call centre hardware to maintain

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Easy to scale as demand rises and falls

What CCaaS brings to your customer service

Omnichannel

Calls, email, web chat, and messaging handled together, so conversations flow across channels.

Smart Routing

Each contact directed to the right agent, based on skills and availability.

Self-Service

Automated options that let customers resolve simple queries on their own.

Reporting

A clear view of call volumes, wait times, and service levels, so you can improve over time.

Advice on the options, and the hardware to deliver

We supply the hardware

Headsets, workstations, and the equipment your agents rely on, from leading manufacturers, at competitive pricing.

Advice with no agenda

We help you understand the options in plain terms, so you can choose what fits your team and budget.

Part of the bigger picture

A contact centre runs on your network and devices, and we can help across the hardware around it.

Clear advice, and the hardware your agents need

01

Understand

We look at how your team handles customer contact today, and what a cloud contact centre needs to deliver for you.

02

Advise

We help you understand your options in plain terms, so you can choose the right contact centre for your team and budget.

03

Supply

We supply the agent hardware, headsets, workstations, and the network behind them, so your team is ready to deliver.

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Healthcare

Education

Finance & Legal

Public Sector

Retail

Hospitality

Manufacturing

Trusted across the sectors that depend on technology

We support organisations with demanding, sector-specific requirements — understanding the compliance, continuity, and performance needs particular to each.

Frequently Asked Questions

Find answers organized by topic

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What is the difference between UCaaS and CCaaS?
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UCaaS covers communication across your whole business. CCaaS is built specifically for customer service teams, with routing, queuing, and reporting for handling high volumes of customer contact.
Is CCaaS only for large call centres?
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No. Cloud contact centres scale to the size of the team, so smaller customer service teams can benefit too, not only large operations.
Can you help us choose a platform?
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We help you understand the options and what to look for, so you can choose the right approach. The platform itself is provided by a specialist CCaaS provider.
Do you supply the agent hardware?
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Yes. We supply headsets, workstations, monitors, and the networking behind them, so your agents have what they need.

Set your customer service team up to deliver

Whether you are moving to a cloud contact centre or fitting out a customer service team, Cratsol will help you understand your options, and supply the agent hardware to make it work.

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