Contact Centre as a Service (CCaaS) Solutions
Peace of Mind as a Service from Exponential-e.
We understand the importance of customer service, your brand, your reputation depends on it. That's why our Peace of Mind as a Service extends to the contact centre and beyond.
Transform Your Collaboration
Enabling you to...
Engage
with Customers
Engage with Customers
- Choice of blended channels of communication
- Enhanced Intelligent Virtual Agents
- First contact resolutions, with or without human intervention
- One-time Identification and verification
- Automated engagement surveys and live feedback
Supercharged
Team Leaders
Supercharged Team Leaders
- Full picture of the customer journey across blended engagements
- Agent Assist reporting and KPI scoring
- Wellbeing analysis and vulnerability reporting
- Quality assurance, sentiment analysis, and gamification
Empower
your Agents
Empower your Agents
- Agent Assist through AI, Large Language Models, and Knowledge Base solutions
- Customer journey information at the agent's fingertips
- Collaboration with team members and supervisors
- Personal performance dashboards
- Work / life management
Optimise
Business Processes
Optimise Business Processes
- Highly available Cloud solutions
- API integration to back-office systems
- Security you can trust
- Rapid deployment and service migration
- Intelligent workflow automation
Contact Centre Use Cases
The Contact Centre is your organisation’s front door
Superior customer service is not a ‘nice to have’… It is vital. For this reason, Exponential-e have comprehensive portfolio of products and services designed to address today's customer experience demands. We design and deliver highly resilient, functional, open, and secure Cloud contact centre solutions, with innovation at the core.
Exponential-e’s consultative approach means that we tailor the design of the contact centre to suit unique customer journeys. Our industry leading Net Promotor Score demonstrates our commitment to achieving the peace of mind that underpins every solution we design and deliver.
Our contact centre technology solutions
Pre-built CRM and ITSM integrations
with the ability to securely connect to legacy systems.
Centralised customer histories
Everything agents need to ensure successful resolution, just a click away.
Workforce optimisation
Tools to boost agents’ productivity, wellbeing, and performance.
Data analytics
Utilise both structured and unstructured data to better understand your customers and optimise your processes.
Artificial Intelligence (AI)
Gain deep insights from customer data and boost efficiency through automation.
Professional services
Microsoft-certified services, hosted in leading UK data centres.
Workflow automation
Integrate your contact centre with your other business systems for a stress-free customer journey.
IVA - Intelligent Virtual Assistant
Next-generation virtual assistants, drawing on the latest machine learning technology.
Why work with Exponential-e to transform
your contact centre environment?
Just as no two customer interactions are the same, no two contact centres are the same. That’s why we take a solution-agnostic approach to transforming contact centre operations. We work closely with contact centre teams to understand their existing systems, their business goals, and their customers’ requirements. Based on this, we draw on our full range of military-grade solutions to optimise the customer experience and establish robust KPI’s to track performance and ensure the initial investment delivers the desired ROI.
Our Technology Partners
This brochure offers an in-depth exploration of Exponential-e’s entire UC and CC ecosystems, all of which we deliver in bespoke combinations to optimise your internal and external communication strategies.
Our commitment to delivering excellence
Rolling 3 month average. Industry average: 17
Our commitment to delivering excellence
The world’s first real-time NPS - part of our longstanding customer service promise.
Through our own customer service platform, our customers are able to give us feedback quickly and easily, with a click of a button. Our Customer Support teams are immediately notified of feedback so they can respond instantly, in order to quickly closing the loop on any feedback that is less than excellent.
Accreditations and Frameworks
Environmental Management
Certificate number: EMS 648194
Quality Management
Certificate number: FS 545046
Business Continuity Management
Certificate number: BCMS 6073420
SOC2 - Type 2 Compliance
A SOC2 - Type2 Compliance is an internal controls report capturing how a company safeguards customer data and how well those controls are operating. These reports are issued by independent third party auditors covering the principles of Security, Availability, Confidentiality, and Privacy.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Energy Management
Certificate number: EMS 648194
Information Security Management
Certificate number: IS 545047
2017 Data Protection
Certificate number: PIMS 686040
Cyber Essentials Plus
Cyber Essentials is a Government-backed and industry supported scheme that helps businesses to protect themselves against the ever growing threat of cyber attacks.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Cloud Security
Certificate number: STAR 6073412
Service Management
Certificate number: ITMS 562540
ISO 27001
Certificate number: IS545047
PCI DSS
The PCI DSS is a set of comprehensive requirements for enhancing Network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its Network.
The CCA Global Standard
The CCA Global Standard is a globally-recognised accreditation that acknowledges excellence in organisations’ customer service strategies, in order to develop a high standard of customer experience across all sectors, all over the world. The assessment process looks closely at a number of areas, including managing the transition to new working models, agent wellbeing, monitoring and analytics, and the overall customer journey.
Environmental Management
Certificate: EMS 648194
Quality Management
Certificate: FS 545046
Cloud
Security
Certificate: STAR 6073412
2017 Data Protection
Certificate number: PIMS 686040
Energy Management
Certificate: EMS 648194
Information Security Management
Certificate: IS 545047
Business Continuity Management
Certificate: BCMS 6073420
Service Management
Certificate: ITMS 562540
ISO 27001
Certificate: IS545047
SOC2 - Type 2 Compliance
A SOC2 - Type2 Compliance is an internal controls report capturing how a company safeguards customer data and how well those controls are operating. These reports are issued by independent third party auditors covering the principles of Security, Availability, Confidentiality, and Privacy.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
Cyber Essentials Plus
Cyber Essentials is a Government-backed and industry supported scheme that helps businesses to protect themselves against the ever growing threat of cyber attacks.
SafeContractor
Alcumus SafeContractor is recognised by 35,000 contractors and 480 leading brands as clear proof of an organisation’s commitment to best practice in health & safety and operating in a truly ethical manner.
The CCA Global Standard
The CCA Global Standard is a globally-recognised accreditation that acknowledges excellence in organisations’ customer service strategies, in order to develop a high standard of customer experience across all sectors, all over the world. The assessment process looks closely at a number of areas, including managing the transition to new working models, agent wellbeing, monitoring and analytics, and the overall customer journey.
PCI DSS
The PCI DSS is a set of comprehensive requirements for enhancing Network security. It is a multifaceted security standard that includes requirements for: Security management, policies and procedures, network architecture and their critical protective measures. This comprehensive standard is intended to help organisations proactively protect its Network.
RESOURCES
More Insights
FAQs
Contact Centre as-a-Service (CCaaS), is a Cloud-hosted solution that replicates traditional contact centre capabilities without physical hardware, offering omnichannel communication, intelligent call routing, automated workflows, and real-time analytics to optimise agents’ capabilities and wellbeing, enabling them to deliver a better customer experience.
Exponential-e’s CCaaS solution meets all applicable data protection requirements by incorporating robust security measures, including as encryption, multi-factor authentication, and compliance with PCI-DSS, HIPAA, SOC 2, ISO/IEC 27001, and the GDPR.
GET IN TOUCH
Secure Your Contact Centre Today
Contact Sales: 0845 470 4001
Service & Support: 0800 130 3365
London Head Office
Manchester Office
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