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Contact Center as a Service

Help your customers get the answers they need when they need them.

MetTel’s Contact Center as a Service (CCaaS) uses automation and intelligent engagements to help agents and improve the customer experience. From a small group of support agents to a globally dispersed call center, our cloud contact center leverages Artificial Intelligence (AI) to optimize customer service through one unified, seamless, purpose-built platform.

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What is a managed CCaaS solution with MetTel?

With over 30 security certifications and guaranteed global call quality with 100% uptime, MetTel’s Contact Center as a Service is easy to deploy, onboard and quick to realize value.

MetTel is the telephone carrier for contact center service
MetTel services as a single provider for connectivity, voice, equipment, install, monitoring, support and billing
Receive end-to-end management from number porting to assignments, handsets and customer service
Receive dedicated account managers with white-glove support
US-based MetTel employee 24/7/365 care
Experienced Technical Account Manager (TAM) to refine and enhance CCaaS services

Contact Center as a Service for the new work environment.

Transform every step of the customer journey from premise-based service to optimal global call quality and reliability. Operationalized AI for increased efficiency, a quicker path to increase in revenue by delivering a faster and more frictionless customer experience. Allow your agents to work from a call center or their home, domestic or international.

woman with a headset talks in front of computer

Workforce Management

Benchmark and track agent performance, identify development opportunities, measure engagement, and gamify key contact center objectives. With automated staffing and scheduling decisions, interaction recording, workforce compliance and monitoring, and agent coaching.

Business Benefits
- Reduced admin hours
- Increased agent productivity
- Reduced headcount costs
- Resource optimization
Customer Experience Analytics

Transcribe and analyze 100% customer and agent interactions with Interaction Analytics and AI based QM Assist. Identify key conversation topics and sentiment to uncover trends and provide actionable insights to the business. Find opportunities for process automation, more effective coaching, customer escalation mitigation, and more.

Business Benefits
- Increased CSAT and NPS
- Increased customer lifetime value
Agent Assist

Make every agent your best agent by providing real time assistance. Leverage AI and machine learning for real-time call transcriptions, contextualized quick answers, next-best action recommendations, and automated pre-call, on-call, and post-call work.

Business Benefits
- Improve customer satisfaction
- Reduced support costs
- Optimized customer interactions
- Increased agent efficiency
- Increased service automations
Proactive Outbound Engagement

Engage with your clients in a smart and efficient way by automating the outbound process across voice and digital channels via Talkdesk Predictive Dialer, Talkdesk Dialer for Salesforce, and Talkdesk Bulk SMS for Salesforce.

Business Benefits
- Decrease handle/idle time
- Reduced authentication, after-call work, and talk time
- Real-time monitoring and reporting
- Boost operational efficiencies
- Streamlined call handling

CCaaS Case Study: Grand America Hotel & Resort

Grand American Hotel & Resort replaced its on-premise contact center with a Contact Center as a Service (CCaaS) to better meet its needs.

“With MetTel’s Contact Center as a Service powered by Talkdesk, we are now able to operate with heightened efficiency, flexibility, and transparency, all with greater levels of security and at a lower cost. This has enhanced our ability to serve our customers and give them the white glove care and service that people have come to expect from Grand America Hotel & Resort.”