Contact Centre (CCaaS)
Modernise customer engagement through integrated routing, channels, data and agent experience.
Enterprise Contact Centre as a Service (CCaaS) across Genesys Cloud, NICE CXone, Five9, Amazon Connect and Cisco Webex Contact Center — omnichannel routing, virtual agents, workforce engagement, CRM integration and lifecycle support. Jiva Technologies assesses requirements, designs the target platform, migrates from legacy contact centres and supports operations under an agreed service schedule.
Genesys Cloud, NICE CXone, Five9, Amazon Connect and Cisco Webex Contact Center.
Voice, chat, email, SMS, WhatsApp and social under one governed agent desktop.
Assessment, design, migration, integration and lifecycle support under agreed scope.
What we deliver
Omnichannel Engagement
Voice, email, web chat, SMS, WhatsApp and social channels consolidated into unified queues with skills alignment, priority weighting and controlled overflow across every customer touchpoint.
ACD & Intelligent Routing
Skills-based, attribute-based and priority routing designed around business Service Level Agreements — matching customer intent and value to the right agent, first time.
IVR & Self-Service
Interactive Voice Response (IVR), conversational self-service and callback flows designed to contain contact where appropriate and hand off cleanly with full context when a live agent is required.
Virtual Agents & Agent Assist
Virtual-agent configuration, knowledge-source review, real-time transcription and next-best-action prompts — designed to support handle time, first-contact resolution and quality, subject to platform capability and adoption.
Workforce Engagement Management
Forecasting, scheduling, adherence, quality management, speech and text analytics and coaching workflows — Workforce Engagement Management (WEM) integrated with routing and CRM data.
CCaaS Platform Selection & Delivery
Vendor-independent evaluation, design, deployment and configuration of Genesys Cloud, NICE CXone, Five9, Amazon Connect and Cisco Webex Contact Center — selected on fit, not on catalogue.
CRM & Business-System Integration
Screen-pop, click-to-call and unified agent desktop integration with Salesforce, Microsoft Dynamics 365, HubSpot and ServiceNow — customer context in one workspace.
Contact-Centre Migration
Migration from Avaya, Cisco Unified Contact Center Enterprise and Express, Genesys PureConnect and other legacy platforms to cloud CCaaS — with parallel operation, phased number porting and historical reporting continuity.
CX Analytics & Reporting
Journey analytics, CSAT and NPS instrumentation, cross-channel attribution and voice-of-customer dashboards — CX insights fed back into routing, coaching and product teams.
Recording, Security & Compliance Controls
PCI DSS pause-and-resume, secure IVR payment capture, encrypted recording, retention configuration and Single Sign-On (SSO) with Multi-Factor Authentication (MFA) — configured to support applicable regulatory requirements.
Managed CCaaS Support
User and role administration, routing changes, IVR administration, integration lifecycle, incident support and vendor escalation under an agreed service schedule and Service Level Agreement.
Why teams call us
- Legacy contact centre limits customer experience
On-premises ACD and IVR estates cannot support omnichannel engagement, virtual agents or Workforce Engagement Management — customer experience and agent productivity plateau.
- Channels operate in silos
Voice, chat, email and social run on separate queues and reporting stacks, so customer context is lost between channels and agents and reporting cannot be reconciled.
- AI is bolted on rather than integrated
Point-solution bots, transcription and quality tools are added without routing, CRM or WEM integration — value never reaches the agent desktop or the operational scorecard.
- CX metrics disconnected from operational action
CSAT, NPS and journey analytics are reported to executives but not fed back into routing, coaching, IVR design or product improvement.
Our approach
A vendor-independent contact-centre lifecycle covering assessment, platform selection, design, migration, integration and lifecycle support across every customer channel.
- Assess
Baseline channel mix, contact volume, integration surface, seat count, geography, compliance profile and current CX measures.
- Select & Design
Evaluate CCaaS platforms against requirements; design routing, IVR, virtual-agent, WEM, CRM integration and reporting architecture.
- Integrate & Migrate
Deliver parallel-run cutover, wave-based number porting, CRM and WEM integration and historical reporting continuity.
- Validate & Support
Run user acceptance, hypercare and ongoing routing, IVR and integration support under an agreed service schedule.
End-to-End IT Integration and Support
From assessment and solution design through implementation, remediation, ongoing support, and lifecycle optimization.
Fix What's Broken — Remediation Sprints
Call-quality complaints, meeting-room reliability issues, contact-centre routing gaps or a stalled Teams/Zoom/Webex rollout? We run fixed-scope UC & collaboration remediation sprints against a defined outcome.
- Voice quality (QoS/MOS), SBC and SIP-trunk configuration cleanup
- Meeting-room / MTR / Zoom Room fleet health, AV integration and BYOD fixes
- Contact-centre routing, IVR, CRM integration and reporting remediation
Support & Maintenance — AMC-Backed
Keep telephony, meetings and contact-centre platforms healthy after go-live — moves-adds-changes, firmware and vendor-TAC escalation under a Jiva AMC with contractual SLAs.
- L1/L2/L3 support for leading UC, meeting-room and contact-centre platforms
- MAC (moves, adds, changes), firmware, licence and endpoint lifecycle care
- Vendor-TAC escalation, carrier coordination and quarterly platform reviews
Modernise customer contact
Ready to modernise the contact centre?
Engage Jiva Technologies for a discovery workshop. We assess the current contact-centre estate, evaluate CCaaS platforms against your channel and integration needs, and deliver a phased migration with parallel-run cutover and lifecycle support.
