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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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Customer Experience

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

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!
Product
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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 Contact Center environment? Google CCAI might be for you.
Article
• Jun 26, 2023
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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.

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

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Leaders across industries are prioritizing customer experience to build advocacy and grow their businesses. A crucial – but often neglected – component of the customer experience is the contact center. While you'll often find the contact center buried at the bottom of the digital transformation list, the reality is it can make or break your customer experience. Join WWT's Morgan Laville and Patrick Bond as they talk about how to turn your contact center into a rich hub of customer insights and a contributor to customer satisfaction, sentiment and loyalty. Morgan and Patrick also discuss WWT's Contact Center Maturity Model and how it can help guide your journey and justify investments.
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Unlocking the Power of CPaaS: Connecting the Dots for Business Success

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• Sep 15, 2023
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Unified Communications

Collaboration Cloud Calling

Collaboration refers to the many communication tools and platform that are used to enable communication within and between organizations. With the rising popularity of cloud, nearly all aspects of Collaboration are now available in cloud as well as hybrid consumption models.
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Customer Experience Priorities

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• Aug 24, 2023
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Contact Center Solutions

Online Retailer Personalizes Service in All Channels

See the client success story with floral online retailer "From You Flowers" to see how Five 9 contact center solutions and a focus on omnichannel experience enabled this company to offer quick customer support on any channel the customer chooses: chat, email, or phone.
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• 2:07
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Poly Lens Software Overview

Poly Lens is a cloud-based device management solution compatible with unified communications (UC) endpoints like Poly voice, video, and headset devices. It allows IT administrators and UC users to secure and manage the hardware ecosystem remotely. Device management at scale, insights that matter.
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Poly Voyager Free 60 Series Demo Video

See a demo of Poly's Voyager Free 60 earbuds and see how active noise canceling (ANC) works with Poly's advanced microphone design and audio processing technologies.
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Contact Center Solutions

Contact Center and Omnichannel Experiences

Contact Center and Omnichannel experiences are key elements for communication with organizations and their customers. WWT's Patrick Bond reviews Contact Center and Omnichannel experiences, WWT's partners in these areas and WWT's Contact Center practice engagement.
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• 2:37
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Contact Center Solutions

Webex Contact Center Introduction Briefing

Successful contact centers are proactive, personal, intelligent and take advantage of automation using flexible and scalable solutions. Traditional contact center solutions can be slow to react to customer demands based on limited flexibility and slow time to market for many on-premise contact center solutions. The new Webex Contact Center platform provides flexibility and scalability using a modern cloud architecture that is easy to deploy and manage. Book us for this analyst-style call to discuss latest trends, cloud contact center as a service (CCaaS) and a demo of Cisco's newest capabilities for contact centers.
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Contact Center Solutions

Cisco Webex Contact Center: The Agent Experience

Get a brief description of the new Webex Contact Center Agent Desktop. Contact us for a demonstration.
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Contact Center Solutions

Webex Contact Center PSTN Options

Cisco released a new Webex Contact Center that includes a new set of calling delivery methods to meet business needs. This video briefly walks through the five options and key benefits.
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• 2:52
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Contact Center Solutions

Webex Contact Center Introduction

This video provides a high-level introduction of the Cisco Webex Contact Center offering, including what it is, why customers will find it interesting and how we deliver it.
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Digital Workspace

Evolve Your Contact Center From Cost Center to Strategic Value Enabler | Research

Leaders across industries are prioritizing customer experience to build advocacy and grow their businesses. A crucial – but often neglected – component of the customer experience is the contact center. While you'll often find the contact center buried at the bottom of the digital transformation list, the reality is it can make or break your customer experience. Join WWT's Morgan Laville and Patrick Bond as they talk about how to turn your contact center into a rich hub of customer insights and a contributor to customer satisfaction, sentiment and loyalty. Morgan and Patrick also discuss WWT's Contact Center Maturity Model and how it can help guide your journey and justify investments.
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Jun 29, 2023 • 9am
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Contact Center Solutions

Is Your Contact Center Ready for AI?

Many organizations have adopted artificial intelligence platforms for their contact centers to help improve the customer and agent experience. This article explores the top 10 things to consider before, during and after implementing Google's Contact Center AI (CCAI) solution.
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• Jun 26, 2023
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Contact Center Solutions

What is Google CCAI?

Looking for a flexible, cloud-based artificial intelligence solution to complement your Contact Center environment? Google CCAI might be for you.
Article
• Jun 26, 2023
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Contact Center Solutions

Infuse Google CCAI Into Your Contact Center

Consumers' expectations for seamless, surprisingly delightful experiences continue to spiral ever higher. For contact centers, consumers bring expectations that your agents already know who they are, and that they can hop across various channels to get answers to their questions and fixes their problems. Artificial intelligence (AI) is a key technology that can be used to address these challenges, increase CSAT and Net Promoter scores, decrease agent turnover and reduce process inefficiencies through the use of virtual agents and agent augmentation.
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Contact Center Solutions

What is IVR and How To Infuse AI-Powered IVR into your Contact Center

See how AI can enhance an Interactive Voice Recognition (IVR) system to help improve operational cost-efficiency, customer experience and customer satisfaction score (CSAT) score.
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Employee Experience

How Dynamic Persona Modeling Enables Digital Transformation

Our Dynamic Persona Modeling methodology brings together IT and line-of-business leaders to align employees' needs, technology requirements and business objectives to create a workplace where everyone thrives.
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Unified Communications

Collaboration System Release 14

Collaboration refers to the many communication tools and platform that are used to enable communication within and between organizations. Collaboration is no longer limited to just voice of telephony. Modern collaboration involves an omni-channel approach, which includes the follow modalities: persistant chat, text, voice, video and voicemail. Many Collaboration platforms combine the modalities and feature hybrid architecture. No more are solutions local or in the cloud, but rather are all of the above. Contact center is considered part of Collaboration as well. This learning path contains a combination of 14.x as well as 12.5 versions. As of June 2023, the latest release of the Cisco Contact products is 12.5 and 12.6, while the rest of the Collaboration products, the latest release is 14.X.
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Unified Communications

Collaboration System Release 12.5

Collaboration refers to the many communication tools and platform that are used to enable communication within and between organizations. Collaboration is no longer limited to just voice of telephony. Modern collaboration involves an omni-channel approach, which includes the follow modalities: persistant chat, text, voice, video, and voicemail. Many Collaboration platforms combine the modalities and feature hybrid architecture. No more are solutions local or in the cloud, but rather are all of the above. Contact center is considered part of Collaboration as well.
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Contact Center Solutions

Cloud Contact Center Buyer's Guide

A downloadable guide that provides a structured approach to evaluating and selecting modern contact center solutions.
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• Jun 9, 2023

Contact Center Solutions

Reduce customer friction and improve agent processes with omnichannel experiences and technologies that deliver exceptional CX.

What's related

Digital Workspace Unified Communications Cisco ATC Five9, Inc. Customer Experience
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