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Digital Workplace

Contact Center as a Service (CCaaS)

Close the gap between your customers and the people who serve them.

Close the gap between your customers and the people who serve them.

CBTS delivers fully managed CCaaS paired with workforce optimization and AI-powered automation.
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Don’t put customer satisfaction on hold

Most contact centers were built for another time, with voice-first platforms and agents disconnected from the rest of the business. To meet today’s customer expectations, you need a modern omnichannel platform and direct integration with your UCaaS environment. And to support your growth and innovation goals, you need a partner that can help you manage and enable it with AI.

 

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The onX approach

Two CCaaS platforms. One accountable partner.

OnX delivers CCaaS on two platforms, and we choose the right one for your environment: Webex Contact Center for enterprises that need Cisco-grade scale, AI capabilities, and analytics. And OnX CXsync — our own platform — scalable from mid-market businesses up to enterprise organizations that want premium contact center capabilities without the premium platform cost. 

On top of the platform, we deliver the workforce optimization tools that turn a contact center from a cost center into a competitive advantage. These tools support quality monitoring, agent coaching, scheduling, forecasting, and intraday management. We deliver AI capabilities like virtual agents handling routine inquiries, intelligent call routing, real-time transcription, sentiment analysis, analytics and automated post-call summaries. And we provide the integration layer that connects the contact center back to your UCaaS environment, CRM, and other back-office systems agents need to serve customers without leaving the platform. 

CCaaS capabilities

 Four capabilities for strengthening your customer support foundation.

Where to start

Advisory engagements

A CBTS advisory is a time-bound, fixed-fee engagement designed to give you a clear answer to a specific strategic question — fast.  

CX AI

Duration: Three to four weeks

Best for: Organizations ready to move from reactive services to AI-powered customer experiences that reduce cost, improve loyalty, and actually scale. If CX is a board-level priority but the path forward isn’t clear, this is where you’ll start.

The deliverables that matter

  • A validated AI readiness scoreA
  • prioritized portfolio of CX AI use cases
  • A target architecture ready to build
  • A funded and sequenced 18 month roadmap and a business case ready for board approval
  • A governance and compliance foundation

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What success looks like

 What happens when you modernize communications technology and simplify how you manage it? Three outcomes show up most often when clients engage OnX for UCaaS.

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Improved Productivity

 Agents stop putting customers on hold to find subject matter experts. AI handles routine inquiries before they reach a human. Real-time agent guidance and automated post-call summaries free agents from manual work. Customer satisfaction goes up — while agent turnover goes down.

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Revenue Growth

 With better routing, more customers reach the right agent on the first try. Better workforce management means agents are available when customers call. And better data capture transforms the contact center from a customer experience black hole into source of revenue intelligence.

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Reduced risk

 Implement compliance-grade recording with the retention policies your industry requires: PCI, HIPAA, MiFID II, and GDPR coverage plus audit-ready interaction capture across every channel. The compliance risk of stitched-together platforms becomes the responsibility of one accountable partner.

“A contact center agent shouldn’t have to put a customer on hold to find help inside their own company. OnX designs and manages the contact center and the UCaaS environment underneath it, so the experts agents need are one click away.”

TonyKing

Tony King

Vice President – Digital Workplace

Don’t take our word for it

“I love the creative, tailored solutions that are delivered in a consistent and reliable way while always doing what it takes to make things right.”

Chief Technology and Information Security OfficerFinancial Services / Banking

“My team at CBTS have been trusted partners for a long time. They provide excellent technical support and pre-sales work. Their breadth of knowledge and ability to bring in the right resources have helped us steer our technology into the future.”

Managing Director, CISO, Head of TechnologyPrivate Equity / Financial Services

“CBTS treats us like a partner and not just a customer. The technical expertise is next to none and the relationship management is some of the best I have experienced.”

Director, Telecom and Architecture ServicesHealthcare

Where UCaaS connects

 UCaaS is one part of a converged digital workplace. OnX clients often pair their UCaaS investment with these capabilities.

Related insights 

Frequently asked questions 

What is CCaaS?

 CCaaS, or Contact Center as a Service, is a cloud-based service that delivers contact center capabilities without on-premises hardware. It covers call routing, omnichannel customer engagement (voice, chat, email, SMS, social), agent management, quality monitoring, workforce management, reporting, and increasingly AI-powered automation. CCaaS is the customer-facing side of cloud communications: the technology behind every interaction your customers have with your business.
Which CCaaS platforms does OnX support? OnX delivers and manages three CCaaS platforms: Microsoft Teams Contact Center (for Microsoft-first organizations), Webex Contact Center (for Cisco-grade enterprise contact centers), and CXsync (our own platform, built for mid-market organizations that need premium contact center capabilities at a more accessible price point).
What is CXsync? CXsync is the OnX contact center platform, hosted in OnX data centers and managed by our team. It delivers about 95% of the feature set of premium CCaaS platforms (Nice, Genesys, Five9) at a significantly lower cost. CXsync is often the right fit for mid-market contact centers (50 to 500 seats), especially for organizations on Microsoft Teams that need a proper contact center platform but don’t want premium-platform pricing.
How does OnX handle AI in the contact center? AI capabilities in OnX-delivered contact centers fall into several categories: virtual agents that handle routine inquiries before they reach a human, intelligent routing that gets customers to the right agent on the first try, real-time transcription for live supervisor monitoring, sentiment analysis that flags struggling interactions, and automated post-call summaries that free agents from manual after-call work.
Can OnX integrate the contact center with our CRM? Yes. CRM integration is one of the core CCaaS deployment workstreams. OnX supports screen pop, click-to-dial, and post-call data write-back across Salesforce, Microsoft Dynamics, ServiceNow, and other major CRM platforms. For organizations on specialized or proprietary CRMs, OnX delivers custom integration through APIs and middleware.
How does OnX help optimize a contact center workforce? OnX delivers a full workforce optimization (WFO) and workforce management (WFM) stack alongside the core CCaaS platform: quality monitoring with agent scoring and coaching workflows, interaction recording with compliance retention, agent scheduling and demand forecasting, intraday management, adherence tracking, and analytics reporting. These tools turn a contact center from a transactional cost center into a continuously improving customer engagement engine.

Start with a conversation

OnX designs and delivers contact center environments with the integration layer that ties your contact center back to your UCaaS environment for true convergence. We’re the one partner accountable for the entire stack, with the engineering and managed services experience to make it work across regulated and high-volume industries.