Colt and Atos to deliver a Contact Centre as a Service solution

Colt Technology Services is partnering with Atos, which will see Colt deliver Contact Centre as a Service (CCaaS) - an omnichannel support offering for enterprises that combines Colt’s cloud-enabled telephony proposition with its global network reach and Atos’ ‘Cloud Contact Centre powered by CXone’ offering.

This new solution will enable organisations to provide a seamless experience across all customer interactions – whether by phone, social media, chat or innovative AI capabilities.

CCaaS enables enterprises to continue their cloud migration journeys, by allowing them to virtually deploy contact centres and contact centre agents that are fully integrated into CRM and other critical customer interaction tools. Being powered by the cloud, CCaaS can be supported from anywhere including the home - which is critical in today’s remote working landscape.

In launching this offering, Colt and Atos are striving to transform the customer experience by creating a seamless, scalable, one-touch platform that will allow enterprises to better understand their customers. By increasing the analytics and integrations surrounding their customer interactions and by making it simple for customers to communicate with them from their channel of choice, enterprises will be able to reinvent their customer relationships.

Colt CCaaS is underpinned by NICE inContact’s CXone platform. A global leader in cloud CCaaS solutions, NICE inContact is aiming to improve the customer experience with their unified omnichannel software delivered via the cloud.

Colt’s CEO, Keri Gilder, said; “Colt enables enterprise digital transformation and with CCaaS - large enterprises will be able to become more customer-centric, by communicating with their customers seamlessly across a range of channels. These last few months have taught us the importance of communication and staying in touch with our customers. Now, Colt and Atos are bringing together interaction, communications, collaboration and connectivity to transform how customers interact with enterprises.”

Colt’s voice and network solutions are underpinned by the Colt IQ Network, which is comprised of more than 29,000 on net buildings and 900 data centres globally.

Robert Vassoyan, Head of UCC at Atos, said; “This ambitious partnership cements Atos’ ‘Cloud Contact Center – powered by CXone’ as a leader for CCaaS in Europe and beyond. This collaboration will offer Colt’s customers great value, top tier services, and a true omnichannel contact centre solution which is essential to successful customer experience. In addition, we will carry forward Atos’ commitment to decarbonised digital to Colt’s customers through the inherent green benefits of a cloud solution including a hosting environment devoted to a goal of 100% renewable energy by 2025.”

Paul Jarman, CEO of NICE inContact, said; “This new partnership is exciting as it allows the true bundling of services. We are delighted to work together to bring the cloud to thousands of agents and customers across the globe, facilitating exceptional experiences that drive customer loyalty and agent productivity.”