CCaaS
Manage every customer interaction across voice and digital channels from a single cloud interface. Proven technology from market leaders like Mitel and Zoom, enable you to deliver exceptional experiences and keep pace with customer expectations.
Key features of CCaaS
Omnichannel Ready
Manage customer conversations across voice, email, chat, social and messaging apps in one place.
Intelligent Routing
Skills-based routing, IVR and queue management ensure every enquiry reaches the right agent quickly.
Real-Time Insight
Supervisor dashboards, agent status monitoring, and reporting provide instant visibility of performance.
Scalable & Flexible
Mix and match subscription types to suit your agents’ needs. Scale up or down as your business evolves.
Secure & Compliant
Cloud hosting with PCI-compliant options gives peace of mind for sensitive transactions.
AI-powered support
AI companion tools provide real-time assistance to agents, helping large contact centres scale service quality and strengthen customer relationships.
What is CCaaS (Contact Centre as a Service)?
CCaaS is a subscription-based solution that brings your contact centre into the cloud. Instead of maintaining hardware and complex on-site systems, you get a flexible, scalable platform with everything built in: omnichannel interactions, intelligent call routing, workforce management, reporting, seamless CRM integration and optional AI companion tools.
It enables better agent productivity and lets you connect with customers on the channels they use every day.
Our CCaaS offering
A secure, flexible contact centre solution tailored to your business.
Unified Platform
Voice, chat, email, video, and social channels all managed together in one integrated service.
Workforce Tools
Forecasting, scheduling, and real-time analytics to help deploy the right agents at the right time.
Actionable Insight
Flexible reporting and quality management features that help you improve performance and meet SLAs.
Tailored Support
End-to-end deployment, integration with business-critical systems and ongoing in-life support.
Who is it for?
Business Type
Public Sector
Cloud contact-centre platforms deliver secure, compliant, omnichannel services. Easy to adopt while keeping the public sector closely connected to citizens.
USE CASES
- Secure citizen conversations that are auditable for compliance.
- Scalable contact handling for seasonal spikes.
Suitable for local authorities and public bodies, CCaaS delivers reliable, auditable CX with robust reporting and secure call handling.
Business Type
Large Businesses
Our enterprise CCaaS solutions offer advanced routing, analytics and optional AI companions. Built to support complex workflows, national teams and high volumes.
USE CASES
- Improve CX with AI agent assist and real-time support.
- Intelligent call routing and workforce optimisation at scale.
Perfect for large businesses seeking omnichannel customer engagement, in-depth analytics and AI-enabled productivity through virtual agents and transcription.
Business Type
Customer Service & Retail Orgs
Cloud contact centres keep checkout support, returns and customer queries moving. Omnichannel solutions are quick to deploy and easy to integrate.
USE CASES
- Queue busting with self-service and AI-assisted call handling.
- Reduce customer service overheads with affordable CCaaS.
Great for retailers and customer-centric businesses who need fast, reliable CX. Optional AI integration can further improve customer interactions and service efficiency.
Our partners
We work with a trusted set of technology leaders, including Cisco, Cisco Meraki, Mitel, Zoom, Comms-care and Pangea. You get a tailored suite of best-in-class products, blended within a service wrap that adapts as your business grows.
Our customer stories
See how leading UK businesses are benefitting from our flexible services and tailored solutions.
UA92
Solutions delivered
Leased Lines
- Leased Lines
UA92
Co-founded by the Class of '92 and Lancaster University, UA92 offers a range of degree and higher education courses whilst giving students the opportunity to work with big industry players including Microsoft, KPMG and Manchester United. UA92 needed a resilient, flexible network that could help deliver its digital-first curriculum, and power its academic and commercial ambitions.
Read Story
Rene Lewis
Director of Digital Services, UA92
TalkTalk Business worked closely with our team to deliver a bespoke solution that meets our current needs and set us up for success in the future. Their proactive approach made the entire process straightforward and collaborative.
Pixel Bar
Solutions delivered
Leased Lines
- Leased Lines
Pixel Bar
Pixel Bar is a gaming, cocktail and esports bar kitted out with arcade machines, modern consoles and high-end gaming PCs. Having opened its first site in Leeds, Pixel Bar was eager to expand its offering in Manchester with a second premise, and needed a high bandwidth, low-latency connection to facilitate the best gaming experience for patrons.
Read StoryCraig Ryan
Co-owner, Pixel Bar
Our connectivity has given us everything we wanted. It’s enabled us to create flawless online experiences for every customer and member of staff, every time
Fuller’s
Solutions delivered
MPLS IPVPN - 24/7 monitoring and support - Ethernet Access Direct upgrades - Rationalised supplier base
- MPLS IPVPN
- 24/7 monitoring and support
- Ethernet Access Direct upgrades
- Rationalised supplier base
Fuller’s
Fuller’s operates nearly 400 pubs and hotels. Reliable connectivity is vital. TalkTalk Business implemented a robust MPLS IPVPN to connect Fuller’s sites, supported by enterprise-grade monitoring and 24/7 support. This new network reduced costs and delivered resilience, giving Fuller’s a scalable platform to future-proof operations and support growth.
Read StoryJared Knight
Service and IT Operations Manager, Fuller’s
The new solution is much more robust and stable. And TalkTalk Business is constantly monitoring the network, so I have added peace of mind.
Five Guys
Solutions delivered
Leased Lines
- Leased Lines
Five Guys
High-end burger chain, Five Guys, needed fast, resilient business-grade internet to support its ambitious growth plans, which could support multiple business functions, at its sites and at its Head Office. With strict timelines in place, they turned to TalkTalk Business to provide a solution.
Read StoryWilliam Day
IT Director, Five Guys
Our connectivity has given us everything we wanted. It’s enabled us to create flawless online experiences for every customer and member of staff, every time.
Micheldever Tyre and Auto Services
Solutions delivered
SIP Trunking telephony - Cloud bolt-ons for remote working - Ethernet over Fibre and EFM leased lines - Meraki switch replacements - Dual connectivity for warehouses
- SIP Trunking telephony
- Cloud bolt-ons for remote working
- Ethernet over Fibre and EFM leased lines
- Meraki switch replacements
- Dual connectivity for warehouses
Micheldever Tyre and Auto Services
Micheldever sells six million tyres a year through 170 sites. Legacy ISDN systems in seven call centres created inefficiencies, while warehouse digitisation demanded reliable connectivity. TalkTalk Business implemented SIP Trunking, with cloud bolt-ons to support remote work. Additional upgrades included Ethernet circuits and Meraki switches.
Read StoryLuke Claughton
Head of IT, Micheldever
Call centre staff now access the telephony system wherever they are, via a handset or softphone app. It’s making us much more responsive to customer needs.
i90
Solutions delivered
Leased Lines
- Leased Lines
i90
i90 is an IT consultancy, providing support and maintenance to businesses in the North East. Owner, James, used to split his time working from home and delivering on-site support to clients. But during the pandemic, James worked from home exclusively. With his family at home sharing the same internet connection, James struggled to work effectively without sacrificing his family's bandwidth needs.
Read StoryJames Powell
Director, i90
With my new leased line, I can provide services that I couldn’t even think of three months ago. I’m delighted because it’s done exactly what I needed it to do. It’s delivered the connectivity my family needed and at the same time enabled me to evolve and enhance my business offering.
Society1
Solutions delivered
Leased Lines
- Leased Lines
Society1
Society1 provides fully flexible workspaces and meeting rooms to individuals and remote teams looking for a base to work from or to take a break from working at home. Many of its customers are high-bandwidth users, so a reliable, ultrafast internet connection is vital to ensure customer retention and satisfaction. But when its previous connectivity provider went into liquidation, owner Brendan was concerned about how this would impact his business.
Read StoryBrendon King
Owner, Society1
I’m absolutely confident in our network now. Previously, it was ok, with 50-60 people in the building at once, but we’d constantly worry if the Wi-Fi was starting to strain. Now we have the bandwidth to guarantee high speeds to hundreds of devices on the network, no matter what.
Matthew Clark
Solutions delivered
CCaaS
- CCaaS
Matthew Clark
Matthew Clark is a national beverage wholesaler, supplying alcoholic and non-alcoholic beverages, training and marketing support to thousands of hospitality premises across the UK. With a telephony system that was outdated and expensive to run, the business needed a cost-effective alternative that supported the demands of modern communication.
Read StoryJustin Nettley
Infrastructure Manager, Matthew Clark
The entire experience has been incredibly positive. You phone TalkTalk Business and they will get the job done. When an issue arose during installation, the TalkTalk Business team brought it up, and offered a solution at the same time that was already in progress.
Sausage Dog
Solutions delivered
Leased Lines
- Leased Lines
Sausage Dog
Sausage Dog Entertainment Ltd is a franchised operation of CeX, the world’s leading technology and entertainment specialist. The business needs a robust internet connection to perform essential business tasks. But with its connectivity dropping out almost every day, staff struggled to do their job effectively. Director, Carl Brown, reached out to TalkTalk Business for a solution.
Read StoryCarl Brown
Director, Sausage Dog
Our service hasn’t dropped off once! Now, we have a reliable connection that helps us to maintain commercial relationships and make the right first impression, every time. There’s a definite improvement in the speed and quality of the connection too.
Tarmac
Solutions delivered
UCaaS
- UCaaS
Tarmac
Tarmac Building Products is a division of Tarmac, the UK’s leading sustainable building materials and constructions solutions business. Seeking to streamline customer interactions, Tarmac needed a multi-channel solution to enable customers to interact with the business in the way they wanted.
Read StoryNikki Sampson
Commercial Excellence Manager, Tarmac
Whenever I’ve needed their support, TalkTalk Business has been able to come in and show me the product and help me with my decisions. With the support of TalkTalk Business, Tarmac’s contact centre will continue to become increasingly responsive, data-driven and agile
Vets Now
Solutions delivered
UCaaS - MPLS
- UCaaS
- MPLS
Vets Now
Vets Now provides out-of-hours emergency care to over 1,500 veterinary practices across the UK. It already had insufficient bandwidth to support its 2,000 staff, but when the pandemic began, it needed to implement a remote working model rapidly while catering to increased demand for its online services.
Read StoryNiall Phillips
Director of Technology, Vets Now
TalkTalk Business was able to step up and deliver a work from home solution across our infrastructure, implementing a series of upgrades that would have usually taken 18 months to two years, and delivering them in just three months. This ensured we had additional network capacity and capabilities, which was invaluable when providing services through COVID.