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Contact Centre / CCaaS

Contact centres are becoming indispensable business tools in every industry. Whether located on or off site, they act as an extension of your organization, which is why you need to ensure you have a system in place designed to maintain high levels of quality and service.

Activo provides integrated contact centre solutions for businesses of all types and sizes, making sure you have the behind-the-scenes supports you need like QoS requirements and ample trunking as well as front-end capabilities like skills-based routing and multichannel (or omnichannel) communications. We work with industry-leading suppliers like Cisco, Avaya, and Mitel and provide on-premise contact centre solutions or host off-site through contact centre as a service (CCaaS) offerings.

On-Premise Contact Centre Solutions

Advantages that come with employing an on-premise contact centre solution include:

  • Maintaining physical control over your hardware, software, and infrastructure.
  • Ensuring that sensitive data is stored safely in house.
  • Realising a cost-effective option, especially for some small and mid-sized operations.

Off-Premise/Hosted Contact Centre as a Service (UCaaS)

This can be a sensible option for enterprises wishing to:

  • Streamline the management of their resources by not needing to make capital investments in physical infrastructure.
  • Take advantage of unparalleled scalability to adapt to short-term fluctuations and long-term growth.
  • Improve disaster recovery measures by backing data up more frequently and reducing its vulnerability to natural disasters like floods or fires.

Is a Hybrid Contact Centre Solution Right for You?

Depending on your needs, you may consider a hybrid approach—retaining some of your contact centre tools and applications on premises while having others located off-site or in the cloud. This path allows you to enjoy the best of both worlds and is especially suitable for organizations looking to gradually transition away from on-premise contact centre solutions.

Contact Centre / CCaaS Services

  • Skills Based Routing
  • Omni-Channel
  • Multi-Channel
  • Voice, Email, SMS, Chat

Voice and Collaboration Services

Find out More About Our Contact Centre / CCaaS Services

Contact Centre / CCaaS Partners

Contact Centre / CCaaS Key Considerations

What is the importance of skills-based routing?

Skills-based routing is set up to match callers with the most qualified representatives. Depending on your needs, you can create rules that segment callers based on attributes like:

  • The telephone number the caller is using
  • The selection the caller made through the IVR
  • A representative's status (available, specialised, idle, etc.)

The benefits associated with skills-based routing include shorter wait times, faster issue resolution, and less general training required for representatives.

Can my contact centre solution incorporate more than just voice?

In addition to voice, contact centre solutions can also enable representatives to communicate with customers through mediums like email and instant messaging.

Do I have sufficient trunking in place?

Trunking works behind the scenes to optimise network performance. In determining how many trunks you need in place, there are two main factors you need to consider:

To discuss your unique needs in more detail, we invite you to get in touch today.

What is QoS and why is it important?

Quality of Service (QoS) is the ability to deliver improved service to select traffic transmitted over your networks, the ultimate goal being to provide dedicated bandwidth [Link to bandwidth page]and control over jitter and latency.

QoS is vital for voice communications. If voice packets are delayed, interrupted, or dropped when networks become busy and clogged with traffic, that negatively impacts call quality and makes conversations choppy. A QoS helps to minimise packet loss and maintain standards even during the busiest network periods.

Why Choose Us?

Integrated Technologies & Networks

We build your network, putting the necessary hardware, software, network, and controls in place to make systems work harmoniously together.

Future-Ready Infrastructures

The Age of the Information Society is turning disparate platforms into interconnected, interoperable, and smart networks. We work with you to ensure you are able to take full advantage of emerging trends.

Lifecycle Support

Our highly trained and certified technicians monitor, maintain, and enhance your networking infrastructures throughout their lifecycles—saving you time and money while minimizing risk.

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