Contact Centre Solutions
Design an omnichannel contact centre that customers love and auditors trust. Crestwave integrates voice, chat, email and social with Microsoft Teams, adds intelligent IVR and virtual agents and enables workforce engagement (WEM/WFM) with quality management. We deliver PCI-secure payments, compliance recording and end-to-end reporting — all wrapped in a managed rollout with carrier SLAs.
What we deliver
• Platform selection and cloud migration with data retention mapped to policy.
• Teams integration and PSTN enablement via Operator Connect or Direct Routing.
• Intelligent IVR, bots and skills-based routing across voice, chat, email and social.
• Workforce engagement: forecasting, scheduling (WFM) and quality management (QM).
• Compliance recording, redaction and lawful data handling with audit trails.
• PCI-DSS secure payments and CRM integrations (Dynamics, Salesforce, ServiceNow).
Why Crestwave
We blend customer experience with regulatory assurance. Our team aligns routing and contact flows with measurable SLAs, right-sizes licensing and documents evidence packs your risk and audit teams can adopt. Underpin it with resilient Connectivity so quality holds steady across sites and remote agents.
Packages to fit your estate
Launch: cloud platform setup, Teams/PSTN integration, core queues and initial WFM/QM — ideal for pilots or single teams.
Scale: multi-queue rollout, bots/IVR, CRM integration and MI dashboards with training and hypercare.
Regulated+: compliance recording, redaction, PCI-secure payments, surveillance/archiving and board-ready evidence.
Also see Unified Communications and Operator Connect for end-to-end voice delivery.
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