Contact Centre as a Service (CCaaS)
Faster, more personal customer service across every channel, without the complexity.
Modern Customer Service, Simplified
Customers want quick, convenient, and consistent support whether they call, chat, text or reach out on social. Node4’s CCaaS brings all those touchpoints together in one modern, cloud platform.
You get enterprise‑grade voice, truly omnichannel experiences, AI‑assisted service, and clear visibility of performance—without the overheads of legacy contact centres.
The result: happier customers, more productive agents, and lower cost‑to‑serve.
At Node4, we modernise at your pace. First, we map the journeys that matter and the KPIs you care about. Then we stand up a pilot for a team or site, prove the value, and scale confidently, layering in channels, AI and reporting as we go. Our integrated SIPLink voice services keep quality high and operations simple, and our UK‑based experts stay with you post‑go‑live to optimise routing, dashboards and adoption.
Talk Me Through It (TMTI)
Benefits
Up to 30% lower operating costs
savings
through cloud delivery, automation and simpler management
Up to 27% faster answers
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with smarter routing and digital deflection
Faster time‑to‑value
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via rapid deployment and phased migration
Higher self‑service adoption
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to cut queues and cost‑to‑serve
Features
Omnichannel made simple
Manage voice, chat, email, SMS and social in one place with skills‑based routing and a modern agent desktop.
Enterprise‑grade voice
Integrated SIPLink services for resilient call quality, numbering / porting and simpler operations.
AI that helps
Self‑service, virtual agents and agent‑assist to reduce handle time and repeat contacts.
Works with your systems
Deep CRM integrations for a 360° customer view and smoother workflows.
Actionable insight
Real‑time dashboards and reporting to manage queues, journeys and outcomes.
Safety & compliance
Options for PCI‑DSS secure payments, GDPR alignment and UK data residency.
Top 3 reasons to consider CCaaS
Ageing or end‑of‑life on‑prem platform
Need to add or unify digital channels and self‑service
Remote/hybrid agents, new sites or consolidation
Why Node4 for CCaaS?
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Proven across platforms & sectors
We deliver cloud contact centres based on leading platforms, including Webex CC and Microsoft/Dynamics, to fit your needs.
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Voice you can trust
Our integrated SIPLink services underpin quality, resilience and simpler day‑to‑day operations.
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Deep integration expertise
We connect CCaaS with your CRM and core systems to remove friction for customers and agents.
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Flexible commercials
Scale up or down with PAYG and licensing models designed for the UK mid‑market.
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UK‑based experts & managed service
From discovery to day‑2 optimisation, you get hands‑on support and continuous improvement.
Speak to a specialist
Modernise your contact centre without disruption so agents work smarter, customers get answers sooner
Frequently asked questions
What is Contact Centre as a Service (CCaaS)?
Contact Centre as a Service (CCaaS) is a cloud-based contact centre solution that delivers voice, chat, email, SMS, and social channels through a single platform. Unlike traditional on-premises systems, CCaaS offers scalability, lower costs, and faster deployment, while enabling AI-powered self-service, omnichannel routing, and real-time analytics.
What are UCaaS and CCaaS?
- UCaaS (Unified Communications as a Service) delivers cloud‑based tools for internal communication and collaboration, think voice, video, messaging, and meetings in one platform (e.g., Microsoft Teams, Webex).
- CCaaS (Contact Centre as a Service) focuses on customer interactions. It provides a cloud platform for managing inbound and outbound engagement across voice, chat, email, SMS, and social channels, often with AI‑assist and analytics.
What is the difference between a call center and a CCaaS?
A traditional call center is usually on‑premises and voice‑only, requiring heavy infrastructure and manual upgrades.
CCaaS, by contrast, is cloud‑based, omnichannel, and scalable. It supports voice plus digital channels, integrates with CRM, and adds features like AI routing, self‑service, and real‑time analytics, all without the complexity of legacy systems.
What is the difference between CRM and CCaaS?
- CRM (Customer Relationship Management) systems store customer data, track interactions, and manage sales or service workflows.
- CCaaS is the engagement layer. It handles the actual conversations across channels. When integrated, CCaaS uses CRM data to personalise interactions, while CRM captures the history and context from those interactions.