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Contact center solutions

The contact center, also known as the call center, is a key component of an organization's customer experience (CX) strategy. It serves as a centralized point for managing customer interactions across various channels. Contact centers typically consist of agents responsible for providing customer support, handling customer complaints and assisting with sales via calling, email, text messaging, chat, social media and online. 

Contact center technology continues to evolve due to rising customer expectations and complex omnichannel journeys. Customers must be able to browse, shop, purchase, engage and interact with organizations when, where and how they want. Supporting this streamlined experience requires flexible and scalable contact center solutions that reduce friction for customers and agents. Increasingly, this means deploying cloud-based contact centers to improve the CX, reduce costs and drive customer loyalty.

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Contact Center Solutions

What is a Contact Center?

Learn how contact centers differ from traditional call centers, including how they can enhance both agent and customer experiences.
Article
• Jan 30, 2022
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Contact Center Solutions

WWT's Contact Center Capabilities

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Digital

4 Principles of Today's Best-in-Class Omnichannel Experiences

Organizations that have mastered omnichannel put their customers, employees and mission at the center of their experiences.
Article
• May 11, 2023
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Digital Workspace

Contact Center Maturity Model

A step-by-step guide to empowering agents and delivering fresh customer service experiences
WWT Research
• Mar 5, 2023

On-premises versus cloud-based contact center solutions

Organizations can choose to host their contact centers on-premises or in the cloud. When it comes to cloud-based contact centers, also known as Contact Center as a Service (CCaaS), organizations can choose to deploy in a public, private or hybrid cloud. 

  • On-premises contact center (no cloud connectivity): An organization owns, manages and acquires all the contact center technology, including agent headsets, licenses, servers and more. This deployment model gives organizations full control of their security but comes with higher upfront costs and significant limitations to the CX.
  • Public cloud: A third-party public cloud service provider owns, operates, maintains and delivers an organization's cloud contact center technology for public consumption via the internet. This deployment model requires minimal upfront costs, leverages a pay-for-usage model and enables contact centers to scale and deploy features rapidly.
  • Private cloud: Cloud contact center technology is exclusively owned and maintained by an organization in a single-tenant environment. Private clouds can be physically located on-premises in an organization's data center or hosted by a third-party cloud service provider. This deployment model allows organizations to leverage the flexibility and agility of the public cloud while maintaining complete control over their contact center data and security.
  • Hybrid cloud: Contact center resources can run across both public and private clouds (including multicloud environments). This model provides organizations with the flexibility to individually select where applications and workloads are located based on their business and IT requirements.
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Contact Center Solutions

The Hidden Risks of On-premises Contact Centers

By ignoring or postponing cloud migration, organizations forfeit their ability to deliver best-in-class customer experiences (CX). Did you hear that, CX leaders?
Article
• Dec 7, 2022
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Contact Center Solutions

What Is CCaaS (Contact Center as a Service)?

Contact Center as a Service is a cloud-based software that improves customer experience. CCaaS reduces contact center costs and unlocks the benefits of the cloud.
Article
• Oct 25, 2021
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Contact Center Solutions

Cloud vs. On-Premise Contact Center: What is the Right Option?

Identify and prioritize your goals before making a decision to build a new Contact Center or overhaul an existing platform.
Article
• May 11, 2023
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Contact Center Solutions

Cloud Contact Center: What Are My Options?

When advocating for a cloud contact center, customer experience (CX) leaders must understand their basic hosting options and the leading platforms and software integrations to add to IT's shortlist.
Article
• Dec 19, 2022

Benefits of a cloud-based contact center solution

Scalability

Quickly adapt to spikes in call volume and traffic without additional hardware

Flexibility

Enable contact center agents to work from anywhere and optimize spending 

Simplified management

Free up time for IT staff and empower agents with self-service options

Visibility

Gain rich insights into the customer journey

Speed

Rapidly deploy new services and features to outpace the competition

Improved CX

Deliver seamless omnichannel experiences

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Contact Center Solutions

5 Reasons Why Contact Centers are Moving to the Cloud

Cloud-based contact center solutions are becoming mainstream. Here's why.
Article
• May 11, 2023
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Contact Center Solutions

The Cloud Contact Center Buyer's Guide

A structured approach to evaluating and selecting modern contact center solutions.
eBook
• May 4, 2023

Contact Center as a Service (CCaaS) platforms

The first step in moving the contact center to the cloud is selecting a Contact Center as a Service (CCaaS) platform. While there are hundreds available on the market today, our experts recommend evaluating these leading CCaaS providers: 

  • Webex Contact Center: Designed and built from the ground up as a cloud contact center solution, Webex Contact Center brings organizations the innovation, flexibility and agility of the cloud with the security and scalability customers expect from Cisco.
  • Genesys: Ranked #1 globally in cloud contact center innovation by Frost & Sullivan, Genesys Cloud CX provides an all-in-one cloud contact center solution for delivering proactive, predictive and hyper-personalized experiences that deepen customer connections.
  • Five9: Five9's mission is to transform contact centers into customer engagement centers of excellence, help organizations reimagine their CX and exceed customer expectations.
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Webex

The world's most popular way to meet - With anyone, anywhere, from any device!
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Genesys

Through the power of cloud, digital and AI technologies, Genesys delivers proactive, predictive and hyper-personalized experiences to deepen customer connection across every marketing, sales and service moment.
Partner
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Five9

Five9 is a leading provider of cloud contact center software. Their solutions enable you to engage your customers on their channel of choice, streamline your operations and use the power of practical AI, automation and cloud to increase business agility and exceed your customers' expectations.
Partner

Contact center technology integrations 

While Contact Center as a Service (CCaaS) platforms offer many advanced features and capabilities, many organizations still choose to integrate with other third-party systems and platforms to further enhance the contact center experience and create a true purpose-built contact center solution. Consider exploring these three contact center technology integrations:

  • Agent experience and management: Workforce optimization and management platforms, such as Verint, Calabrio and Webex Workforce Optimization, enable your contact center agents to provide the best service by ensuring they are trained, scheduled, rewarded and engaged.
  • Contact center operations and management: Performance management software, like IR Prognosis, provides visibility into your contact center and network operations so your IT team can proactively identify and resolve voice, connection, availability and system issues.
  • Artificial intelligence (AI): Cloud-based AI platforms, like Google Contact Center AI (CCAI), and robotic process automation (RPA) can deliver advanced capabilities like natural language processing (NLP), chatbots, sentiment analysis and more.
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Contact Center Solutions

What is Google CCAI?

Looking for a flexible, cloud-based artificial intelligence solution to complement your Cisco Contact Center environment? Google CCAI might be for you.
Article
• Dec 10, 2020
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Verint

Verint is a global leader in automation, AI, cloud, security and intelligence mining software.
Partner
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Calabrio

Calabrio is a customer experience intelligence company that provides unified communication and workforce experience solutions.
Partner
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IR

Integrated Research, Inc. (IR) optimizes performance management and analytics for enterprise communications, collaboration, and payment systems.
Partner

Contact center services

Choosing the right combination of contact center solutions and integrations to provide an effortless customer experience can be challenging. If your organization is struggling to get started or feels stuck on its journey to a cloud-based contact center, we can help. 

From strategy to execution, we offer a comprehensive portfolio of contact center services. Explore all services or get started today by requesting a contact center workshop. In this workshop, we help you align key stakeholders, identify requirements of your contact center solution, reduce the complexity of contact center technology and develop a strategic roadmap for achieving your contact center goals. 

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Contact Center Solutions

Contact Center Workshop

WWT's Contact Center workshop helps organizations identify areas of improvement, set priorities and reduce the complexity of vendor and solution selections.
Workshop
• 4 hrs

Our work with contact center technologies

Our experts can advise on the leading contact center technologies, platforms, applications and integrations. Explore our case studies to learn how we help customers evaluate, test, implement and adopt contact center technologies to deliver fresh experiences to their customers and agents.

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Contact Center Solutions

Government Agency Modernizes Contact Center with Omnichannel Strategy

Contact center modernization projects can be daunting for large organizations due to competing requirements and priorities. WWT helped a city government agency develop an omnichannel contact center strategy, roadmap and implementation plan to improve its customer and agent experience.
Case Study
• Feb 23, 2021
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Contact Center Solutions

State Unemployment Office Reduces Caller Wait Time by 40 Percent with Scheduled Callbacks

Due to the COVID-19 pandemic, state social services agencies have been inundated with phone calls from residents who need to file for unemployment insurance. WWT helped one State's Department of Labor's Contact Center develop a callback solution to reduce long wait times and improve the constituent experience.
Case Study
• Feb 22, 2021
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Contact Center Solutions

Pet Retailer Reduces Missed Appointments, Increases Revenue through Automated Notifications

Missed appointments cost organizations time and money and prevent opportunities for building customer loyalty and engagement. WWT partnered with a pet retailer to design and implement an automated notification solution to minimize the overall impact of missed appointments.
Case Study
• Feb 22, 2021
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Contact Center Solutions

Unified Communications Transformation Improves Customer Experience

A contact center and voice communications upgrade improves customer experience and supports future collaboration engagements for established regional bank.
Case Study
• Nov 12, 2019

Connect with our contact center experts

Simon Kruger

Practice Manager - Contact Center

Todd Marthaler

Manager, Contact Center Advisory and Adoption Services

Morgan Laville

Contact Center Business Development Manager

Marlan Hardie

GSP Chief Digital Officer & Head of Diverse Services

Patrick Bond

Technical Solutions Architect - Contact Center

Steve Maas

Sr. Consultant

Kim Kiekeben

Senior Contact Center Consultant. Digital Workspace Advisory

Nick Moehle

Strategic Solutions and Services Consultant - GSP

Kevin Buckley

Technical Solutions Architect - Contact Center

Sanjeev Thallikar

PS Discipline Lead - Contact Center

Todd Williams

Consultant, Contact Center Advisory

Select an Option

What's popular

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Contact Center Solutions

What is Google CCAI?

Looking for a flexible, cloud-based artificial intelligence solution to complement your Cisco Contact Center environment? Google CCAI might be for you.
Article
• Dec 10, 2020
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Digital Workspace

Contact Center Maturity Model

A step-by-step guide to empowering agents and delivering fresh customer service experiences
WWT Research
• Mar 5, 2023
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Contact Center Solutions

5 Reasons Why Contact Centers are Moving to the Cloud

Cloud-based contact center solutions are becoming mainstream. Here's why.
Article
• May 11, 2023
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Contact Center Solutions

The Cloud Contact Center Buyer's Guide

A structured approach to evaluating and selecting modern contact center solutions.
eBook
• May 4, 2023
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Digital

4 Principles of Today's Best-in-Class Omnichannel Experiences

Organizations that have mastered omnichannel put their customers, employees and mission at the center of their experiences.
Article
• May 11, 2023

What's new

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Contact Center Solutions

Five9: Making CX Work for Real Life

World-class, global companies rely on Five9 every day to get the job done. Five9 is a leading provider of cloud contact center software and CCaaS platform, and created and contributed this video.
Video
• 1:22
May 30, 2023
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Hybrid Work

Hybrid Work Envisioning Workshop

With hybrid work a permanent model in the workplace, organizations must fully support the seamless transition between home office and on-site work. Taking into account the networking and security challenges that arise, we help your team prioritize fit-for-purpose platforms, collaboration tools, automation and workflows required to provide hybrid-office employees with the best possible experience. This workshop is designed to help your organization build a plan to achieve your goals for a productive and secure hybrid-office business model where employees and the business thrive.
Workshop
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Contact Center Solutions

For Today's CX, Every Detail Matters — Even Down to the Headsets in Your Contact Center

Modern CX is more than just a buzzword.
Article
• May 30, 2023

Sandbox Lab

Unified Communications

Oracle Session Border Controller Sandbox

This lab is sandbox environment designed to simulate a collaboration ecosystem with Oracle Session Border Controllers. Participants will have access to a Cisco and Asterisk Collaboration environments. Students will be able to test and configure the Oracle Session Border Controllers and enable VoIP calling between the systems.
Sandbox Lab
79 launches
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Contact Center Solutions

Cloud vs. On-Premise Contact Center: What is the Right Option?

Identify and prioritize your goals before making a decision to build a new Contact Center or overhaul an existing platform.
Article
• May 11, 2023
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Contact Center Solutions

5 Reasons Why Contact Centers are Moving to the Cloud

Cloud-based contact center solutions are becoming mainstream. Here's why.
Article
• May 11, 2023
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Digital

4 Principles of Today's Best-in-Class Omnichannel Experiences

Organizations that have mastered omnichannel put their customers, employees and mission at the center of their experiences.
Article
• May 11, 2023
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Hybrid Work

Cloud Collaboration Migration Workshop

Workshop
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Contact Center Solutions

Contact Center Workshop

WWT's Contact Center workshop helps organizations identify areas of improvement, set priorities and reduce the complexity of vendor and solution selections.
Workshop
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Contact Center Solutions

The Cloud Contact Center Buyer's Guide

A structured approach to evaluating and selecting modern contact center solutions.
eBook
• May 4, 2023

Foundation Lab

Contact Center Solutions

Unified Contact Center Express 12.5 Configuration Lab

Configure Cisco's Unified Contact Center Express from the ground up. Start with a review of the installation parameters and licensing. Configure JTAPI call control, create a queue, and assign agents and supervisors to take inbound calls. Test it all using Cisco Finesses agent and supervisor desktops.
Foundations Lab
257 launches

Foundation Lab

Contact Center Solutions

Cisco Finesse 12.5 Administration Lab

Customize Cisco Finesse 12.0 agent and supervisor desktops to meet your contact center needs. Configure reason codes, workflows, modify the desktop layout and configure desktop chat capabilities. Test the changes using Cisco Jabber soft-phones and the Finesse desktop.
Foundations Lab
344 launches
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Digital Workspace

Contact Center Maturity Model

A step-by-step guide to empowering agents and delivering fresh customer service experiences
WWT Research
• Mar 5, 2023
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Contact Center Solutions

TEC37 Digital Workspace Series E04: Today's Contact Center: a Fusion of AI and Cloud for Improved Experiences

Contact center employees and the customers they support expect an expedient, seamless and straightforward experience. The level of their satisfaction, for the most part, is a direct reflection of the technologies and processes in place within the contact center. Cloud-native contact centers are better able to scale, and paired with AI, deliver a better experience for both customer service agents and your customers. Join this TEC37 to better understand how real AI for contact center is today, and key considerations for moving your contact center to private, public or hybrid cloud.
Webinar
Jun 23, 2021 • 12pm
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Contact Center Solutions

Cloud Contact Center: What Are My Options?

When advocating for a cloud contact center, customer experience (CX) leaders must understand their basic hosting options and the leading platforms and software integrations to add to IT's shortlist.
Article
• Dec 19, 2022
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Digital Workspace

Cisco Finesse 12.5 Administration Lab Teaser

Get a 30-second overview of the Cisco Finesse 12.5 Administration Lab.
Video
• 0:49
Dec 14, 2022
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Digital Workspace

Cisco Finesse 12.5 Administration Lab Overview

Watch a video overview of the Cisco Finesse 12.5 Administration Lab.
Video
• 3:58
Dec 14, 2022
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Contact Center Solutions

The Hidden Risks of On-premises Contact Centers

By ignoring or postponing cloud migration, organizations forfeit their ability to deliver best-in-class customer experiences (CX). Did you hear that, CX leaders?
Article
• Dec 7, 2022
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Digital Workspace

Unified Contact Center Express 12.5 Configuration Lab Overview

Watch a video overview of the Unified Contact Center Express 12.5 Configuration Lab.
Video
• 4:56
Oct 31, 2022
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Digital Workspace

Unified Contact Center Express 12.5 Configuration Lab (Teaser Video)

Get a 30-second overview of the Unified Contact Center Express 12.5 Configuration Lab.
Video
• 0:58
Oct 31, 2022

Contact Center Solutions

Reduce customer friction and improve agent processes with on-premises, cloud or hybrid contact center solutions and technology that deliver exceptional customer experiences.

What's related

Digital Workspace Cisco Unified Communications Employee Experience ATC Consulting Services
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