Why AI is Fueling the Next Phase of Growth in Customer and Employee Communications
By Andy Arnold, Head of Solutions, Collaboration at ARO Over the last 18 months, one topic has featured in...
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Contact Centre as a Service (CCaaS)
Simplify and enhance your customer service operations with ARO’s Contact Centre as a Service (CCaaS). Consolidate every customer interaction into a centralised, cloud-based platform for a seamless, cost-effective, and scalable omnichannel experience.
The Future of Customer Experience
Customers expect efficient, personalised, and seamless service across all channels. ARO’s CCaaS solution empowers businesses to:
- Enhance Efficiency: Automate workflows with AI, intelligent routing, and IVR systems.
- Scale Seamlessly: Adapt to fluctuating demand with remote agent enablement and flexible staffing.
- Improve CX: Streamline omnichannel interactions to deliver faster, personalised resolutions.
- Reduce Costs: Lower operational expenses compared to traditional on-premises contact centres.
Managed support. Only Better.
Customer satisfaction is an important KPI for our business and these statistics show how we performed in August 2026.
Case Studies 97%
Customer Satisfaction
95%
Incident Resolution SLA
99%
Incident Response SLA
98%
Resolved within 5 days
Key Features
- Unified Communication Across Channels: Streamline interactions from calls, chats, emails, and text messages into a single platform for better visibility and management.
- AI-Driven Contact Centre Automation: Utilise AI to automate customer journeys, enabling faster, friction-free resolutions and reducing the load on your agents.
- Customised Solutions for Your Business: We design CCaaS platforms tailored to your specific needs, from call volumes and channels to integrations and features.
- Remote Agent Enablement: Empower your workforce to operate from anywhere with tools that support collaboration and productivity.
- Comprehensive Management Tools: Intelligent routing, IVR automation, real-time analytics, and performance reporting give managers enhanced control over contact centre operations.
About Our Contact Centre Solutions
A Partnership Approach
ARO’s product experts will guide you through every stage, helping you customise your solution to offer more choices, greater flexibility, and an enhanced experience for both your customers and agents.
Fast Deployments
ARO ensures a quick, secure, and scalable deployment process. With our expertise, your cloud-based contact centre can be operational within weeks.
Tailored Plans to Meet Your Needs
We offer a variety of plans, ranging from basic agent support to comprehensive workforce engagement management systems.
All Collaboration Managed Services
With over 25 years of expertise in managing collaboration and communication services, we offer a range of managed solutions tailored to enhance your organisation’s connectivity and productivity. From UCaaS and CCaaS to mobility and mobile device management, our services ensure seamless communication across your teams. We also provide managed connectivity, Microsoft Teams support, and advanced AV and meeting room solutions, delivering a comprehensive approach to collaboration that meets the demands of modern business.
Explore Managed Collaboration ServicesWhy ARO for Collaboration Managed Services?
01
Support from Dedicated Cloud Experts
Our support portal allows you to log issues for rapid resolution by one of our specialist cloud technicians.
02
An Experienced IT Support Provider
We support over 50,000 end users with Cloud and IT services for some the UK’s largest companies, including FTSE 100 companies, law firms and broadcasters.
03
Accredited Microsoft Solutions Partner
We stay at the forefront of cloud technologies by being acknowledged as a Microsoft solutions partner in 5 key areas. Additionally, our cloud team have obtained a total of 61 Microsoft accreditations.
04
Tailored IT Support Solutions
We offer customised IT support services designed to meet the unique needs of your organisation. Whether you’re transitioning from another IT provider or managing an in-house IT team, our solutions are crafted to ensure a smooth and efficient process.
05
Seamless Onboarding and Business Continuity
Our onboarding process focuses on maintaining business continuity. We collaborate closely with your team to understand your specific requirements, ensuring a seamless integration of our services while optimising your IT infrastructure to support your business objectivesfrom day one.
06
Security and Compliance
ARO maintains top-tier security with ISO 27001, ISO 27018, ISO 27017, ISO 9001, and Cyber Essentials Plus accreditations.
Supporting Various Industries with Collaboration Services
ARO’s approach to the managed service has ensured it is managed proactively and in collaboration with our team to ensure the solution remains cutting-edge and incorporates the ever-evolving landscape of Higher Education IT. ARO’s team of highly skilled engineers and architects are a valuable partnership.
Contact Centre as a Service (CCaaS) FAQs
01What is CCaaS, and how can it benefit my business?
Contact Centre as a Service (CCaaS) consolidates customer interactions from multiple channels into a single, cloud-based platform, enhancing efficiency, customer satisfaction, and scalability.
02What role does AI play in CCaaS?
We leverage AI for workflow automation, intelligent routing, and proactive customer engagement to enhance efficiency and customer satisfaction.
03Can CCaaS reduce operational costs?
Yes. By eliminating the need for on-premises infrastructure and optimising resource use, CCaaS is a more cost-effective solution.
04How does Contact Centre as a Service Work?
CCaaS is a cloud-based infrastructure used for customer communication that allows businesses to purchase only the technology they need and is commonly operated by a vendor to reduce IT, integration, and support costs. It is an ideal business solution to enhance customer experience.
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