Contact Center as a Service (CCaaS)
AI-Driven, Cloud-Based, Omnichannel Engagement
Bridge Source delivers next-gen CCaaS solutions that help organizations deliver exceptional customer experiences across every digital and voice channel—powered by AI, automation, and real-time analytics.
Whether you’re building a modern service desk, scaling support globally, or launching AI agents, our CCaaS offerings are designed for agility, cost-efficiency, and customer satisfaction.
Why CCaaS?
- Cloud-Native Flexibility: Instantly scale and adapt to demand without infrastructure limitations
- Omnichannel Engagement: Connect with customers on voice, chat, SMS, social, email, and video—seamlessly
- AI-Driven Efficiency: Use Conversational AI, RPA, and Real-Time Agent Assist to reduce handle time and boost satisfaction
- Unified CX Stack: Integrate your contact center with CRMs, ERPs, and UC platforms for a 360° customer view
- Global Agility: Deploy multilingual, geo-redundant, secure CCaaS environments anywhere in the world
Core Contact Center Capabilities
Voice & Telephony Services
- Automatic Call Distribution (ACD)
- Intelligent Call Routing & Skills-Based Queuing
- Interactive Voice Response (IVR)
- Branded Caller ID
- Dialers: Preview, Power, Predictive
- Call & Screen Recording
- Inbound, Outbound, and Blended Campaign Support
Omnichannel & Digital Engagement
- Voice, SMS/Text, Chat, Email, Mobile App Support
- Social Media Messaging Integration (WhatsApp, Facebook, Twitter, etc.)
- In-App and Web Video Support
- Unified Agent Desktop across all channels
- AI-powered routing and context handoff between channels
Security, Compliance & Governance
- 24/7 security with biometric access, surveillance, and managed visitor access
- Compliance with SOC 2 Type II, HIPAA, PCI DSS, ISO 27001, FedRAMP, and CMMC
- Optional private cages and vaults for high-security workloads
- Zero Trust networking and integrated cyber-physical defense layers
AI, Automation & Virtual Assistants
Conversational AI & Self-Service
- Natural language IVRs and voicebots
- AI chatbots for tier-1 deflection and 24/7 support
- Virtual assistants with sentiment detection and handoff to live agents
RPA-enabled workflows to automate repetitive tasks (ticket creation, KYC, order status)
Real-Time Agent Assist & Generative AI
- Live AI coaching with dynamic scripting
- Generative AI for knowledge search, email summaries, and response suggestions
- Sentiment and intent analysis in real time
- Embedded LLMs for personalized customer interactions
Analytics, Reporting & Quality Management
- Real-Time Dashboards and Customizable BI
- Speech, Text, and Sentiment Analytics
- Quality Management Systems (QMS)
- Automated QA Scoring and Compliance Checks
- Workforce Optimization (WFO) with performance scorecards
- SLA, CSAT, NPS, and queue analytics
Agent Experience & Workforce Engagement
- Workforce Management (WFM)
- Gamification, recognition, and goal tracking
- Performance Management and Coaching
- Adaptive scheduling with AI forecasting
- Real-time adherence monitoring
- Integrated training & e-learning modules
Knowledge, Compliance & CRM Integration
- Knowledge Management Systems (KMS) with NLP search
- Agent Assist powered by AI-based knowledge surfacing
- Compliance Monitoring & Call Auditing
- Integration with CRM/ERP platforms: Salesforce, Dynamics, HubSpot, Oracle, etc.
- Support for UC and collaboration platforms (Microsoft Teams, Zoom, Webex)
Strategic & Managed Services
Business Process Outsourcing (BPO)
- Scalable CX delivery teams for voice/digital support
- Outsourced quality monitoring and agent onboarding
- White-labeled Tier 1–3 support services
Implementation & Consulting
- Compliance & CX Strategy (HIPAA, PCI DSS, GDPR, CCPA)
- CRM and UC integration consulting
- AI enablement roadmaps
- Cloud migration & legacy platform transformation
Key Technologies We Leverage
- Genesys Cloud CX
- NICE CXone
- Five9
- Talkdesk
- Amazon Connect
- Zoom Contact Center
- Salesforce Service Cloud Voice
- Azure OpenAI / LLM APIs
- Twilio Flex / Programmable Voice
Connect Smarter. Serve Better.
Reimagine your customer experience with Bridge Source Solutions’ CCaaS offerings—flexible, cloud-based contact center solutions built for speed, scale, and satisfaction. Empower your team. Delight your customers. Let’s get started.