CCaaS – Contact Centre as a Service

The CCaaS market is hotter than ever today as business have an increased demand for digital transformation , growing appetite for AI and a huge focus on customer experience.

CCaaS offers a cloud-based customer contact solution that allows businesses to utilise contact centre software from a provider like Amazon, without installing any hardware on-premises.

The CCaaS model offers more flexibility and scalability as operational needs change, by enabling businesses to only purchase the technology it needs, reducing internal IT support requirements.

As technology continues to evolve at a rapid pace, customer expectations are following suit. Customers now expect to contact an organisation not only by telephone, but through email, webchat, WhatsApp and social media. However, not only do customers expect to have multiple methods of communication, but expect a slick and consistent customer experience, along with a quick resolution rate across all communication platforms.

CaaS allows you to deliver customers a complete omnichannel experience, enabling chat, email, social media, text message, voice, webchat and social media. Which isn’t only beneficial for the customers, but your agents too.

Move to the Cloud with Amazon Connect & SVL

As a member of the Amazon Partner Network, SVL are an Amazon Connect Centre of Excellence. We are proud to offer Amazon Connect as a CCaaS solution which was recently recognised as a leader in the Gartner Magic Gartner for Contact Centre as a Service.

SVL have continued to grow and expand their expertise in Amazon Connect through recognised AWS certifications and accreditations and are well underway to being recognised as a Service Delivery Partner (SDP) by Amazon.

Within our Amazon Connect Centre of Excellence, SVL are able to offer the full wrap support to customers from discovery, set-up , build and maintenance of the platform. Along with this, we offer a first-class managed service for Amazon Connect customers, ensuring your business operation is in safe, experienced hands.

SVL can also provide a tailored Agent and Supervisor Desktop, providing instant access to historical and relevant real-time information on one interface for each role in your organisation.

Save up to 80% over traditional contact centre platforms and let SVL help you join over 5000+ contact centres globally who use this exceptional solution.

Contact us for a demo

Why Amazon Connect?

Amazon Web Services (AWS) was named a Visionary for the third consecutive year in the Gartner Magic Quadrant for CCaaS.

This placement speaks volumes around the innovative contact centres capabilities AWS is offering customers of all sizes with thier easy-to-use cloud contact centre solution, Amazon Connect.

  • An omni-channel cloud contact centre with built in AI and Intelligence.
  • Pure consumption-based pricing. Pay only for what you use.
  • Can be setup quickly, without requiring any infrastructure.
  • Saves up to 80% over traditional contact centre platforms.
  • No setup cost, grows and shrinks with business demands.
  • Integrates with many other Amazon Services – Lex, Transcribe, Lambda etc.
  • 5000+ contact centres globally already use this platform

Amazon Connect Features and Functionality

Provide superior customer service across voice, chat, social and email at a lower cost than traditional contact centre systems.

  • Omni-channel experience for customers and agents.
  • Intuitive graphical contact flow builder.
  • Outbound Calling.
  • High Quality Audio.
  • Customisable Dashboards.
  • Call Recording.
  • Natural Language-based Chatbots using Amazon Lex (the power behind Alexa).
  • Skills based routing.
  • Real-time and historical analytics.
  • CRM Integrations.

Additional features and functionality can be built into your bespoke solution, allowing your organisation to be unique in your market place.


Empowering your contact centre workforce with the correct tools for handling omni-channel customer communications is key to providing a first class customer experience, which can be achieved with an engaging desktop solution – OMNINGAGE connect.

Designed for rapid responses, easy navigation and 100% user satisfaction. Agents have full visibility of the customer’s journey, a helpful sentiment score from their last communication and integration options for all major CRM platforms.

  • Reduce time spent switching between screens with one omni-channel platform
  • Improve customer experience with fast responses and personalisation
  • Review the customer’s current journey, previous communication notes and sentiment to educate your next encounter
  • Enhance your agents’ experience with a slick, easy to use platform that requires little training
  • With clear reporting, track your business’ KPIs through customisable dashboards for improved visibility
  • Integrate with any existing CRM tools for a seamless experience

Contact us for a demo

“To improve and accelerate service provision as part of our commitment to customer excellence, Ascensos engaged with SVL to radically improve our agent experience for our client, a major online fashion retailer.
Using the skills and knowledge of Omningage, they provided an unrivalled and innovative agent and supervisor desktop with fully functioning reporting and insight suite, housed in Amazon Connect’s CCaaS solution.
Our agent feedback has been an absolute delight for everyone involved, as the feature-rich navigation in the new desktop has really improved the speed and access to information that agent’s love as part of their job.
The SVL and Omningage team quickly delivered a bespoke and agile service that gives our client a fantastic end-product.”   

William Carson, Director of Market Engagement, Ascensos.

Talk to us

We are here to help you with any enquiries you may have. Please leave your details an we will get back to you quickly. If you need a quote, or just an informal chat with one of our experts to ascertain what you really need. From large multi-nationals needing Enterprise Solutions through Blue-light and the Public Sector to smaller organisations just starting, SVL can be your trusted partner.