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Contact Center as a Service

Deliver superior customer and employee experiences

Personalized, cloud-enabled contact center experiences

Provided by Kyndryl, contact center as a service (CCaaS) provides a state-of-the-art omnichannel contact center solution and helps modernize your business operations, empower your contact center employees, and deliver superior customer experiences. Value-added services, including strategic consulting, Workflow Orchestration, cognitive services, and Digital Experience Management (DEM), can be augmented into your CCaaS offering. A highly scalable and secure solution, CCaaS allows simultaneous omnichannel interactions and business agility that can lower the cost and complexity of your contact center operations.

How we deliver value

Deliver exceptional experiences

Leverage Kyndryl's expertise to transform your customer and employee experiences.

Kyndryl value added integrations

Provide optimal ROI, deliver lower total cost of ownership (TCO), and enable quick deployment of new features, functions and channels.

Alliances with leading software providers

Kyndryl partners with AWS, Five9, Microsoft, and other market leaders to provide solutions to address our customers’ unique needs.

Reduced implementation time

Onboarding time shortened from 6-12 weeks to 2-4 weeks (as per Kyndryl’s implementation experience), allowing for faster time-to-market.

Reduced complexity

Pre-built integrations to enterprise applications help reduce complexity and the effort needed for integrating with customers’ applications.

Higher agent productivity

Helps facilitate the transition to a flex workforce with a higher number of interactions and better agent productivity.

Personalized unified agent interface

Enables agents to deliver a personalized service experience by better informing them of the customer journey.

Global coverage and support

                       

Connect customers and agents across the globe and adhere to their regional compliance regulations.                                         

High availability and scalability

 

This high availability solution uses redundant and fault-tolerant infrastructure and can scale as needed.                            

Conversational and personalized self service         

CCaaS platform helps with deploying automation and self-service support that delivers a more interactive and engaging experience across all channels.

Integration friendly
                                                      

Out-of-the-box integration with leading cloud-based Customer Relationship Management (CRM) and IT service management (ITSM) platforms.                                     

Visual interactive voice response                                                              

Intelligent routing to the optimal resolution resource regardless of engagement through chat, phone or mobile app.                                                                                                                                

Kyndryl + Five9

This alliance leverages the combined strengths of Kyndryl’s Digital Workplace Services and its deep expertise in AI, automation, and cognitive analytics with Five9’s cloud contact center technology to deliver Kyndryl’s CCaaS platform. We are helping our customers move legacy contact centers to the cloud and offering a state-of-the-art customer support experience.

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Kyndryl + Amazon Connect

Kyndryl is an AWS Partner for Amazon Connect. Kyndryl brings a multi-disciplined approach to the Contact Center and Customer Experience domain, provides Cloud Contact Center strategy with in-house Advisory services and contact center platform as a service to our customers, while assisting with strategy, implementation, and ongoing support for your AWS Connect solutions.

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