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UCaaS in a Contact Centre

What is UCaaS?

Unified Comms as a Service (UCaaS) is a communications solution that operates in the cloud that is efficient, secure and collaborative. By combining UCaaS with contact centre software, a comprehensive communication solution is formed, enhancing both agent and customer interactions.


UCaaS software not only displays the SME’s availability but also facilitates agent-to-SME messaging. This capability can significantly improve first call resolution rates, as agents can access guidance while still engaged with the caller.

UCaaS Benefits

UCaaS benefits include cost savings, disaster recovery, and improved productivity, making it suitable for businesses of all sizes. Key components include Voice over IP (VoIP) for cost-effective internet-based calling, Video Conferencing for virtual meetings, Instant Messaging for quick communication, Unified Messaging for simplified message management, and File Sharing for real-time collaboration.

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How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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