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Customer Experience & CCaaS Solutions

Deliver customer experiences you can be proud of across every channel, at every touchpoint.

Spectrum’s Contact Centre as a Service (CCaaS) solutions give you the tools to engage customers effortlessly, streamline operations, empower agents, and unlock valuable insight across voice, digital and self‑service channels.

Whether you’re modernising an ageing call centre, moving to omnichannel, or adopting AI‑powered efficiencies, our experts design a platform that supports exceptional customer experience today and adapts as your business grows.

Omnichannel Engagement

Meet your customers where they are.

Intelligent Call Routing & AI Automation

Tools to optimise call handling and agent utilisation.

Outbound & Predictive Dialling

Accelerate campaigns and improve contact rates.

Quality, Compliance & Recording

Protect your business while improving service quality.

Omnichannel Engagement

Meet your customers where they are.

Intelligent Call Routing & AI Automation

Tools to optimise call handling and agent utilisation.

Outbound & Predictive Dialling

Accelerate campaigns and improve contact rates.

Quality, Compliance & Recording

Protect your business while improving service quality.

Create Connected, Consistent Customer Experiences

Customer expectations are higher than ever. They want fast answers, personalised journeys and the freedom to communicate through their preferred channel.
 

With Spectrum, you can:

  • Connect with customers across voice, email, chat, SMS, video, social and WhatsApp
  • Provide smarter, faster service with AI‑enhanced tools
  • Improve agent productivity and well‑being
  • Gain complete visibility with real‑time analytics and BI reporting
  • Integrate seamlessly with your existing UCaaS, CRM and business tools
  • Scale effortlessly to seasonal or business demand
  • Operate securely and reliably with modern cloud infrastructure

We help you deliver a customer experience that sets you apart.

Key Benefits

  • Reduce wait times
  • Improve first-contact resolution
  • Connect every channel in one platform
  • Boost agent performance with AI
  • Work from anywhere
  • Scalable from 5 to 500+ seats

Technology Partners

We supply and support trusted, industry-leading CCaaS and UCaaS platforms.

Ready to Improve Customer Experience?

Let’s build a contact centre solution that helps your customers feel heard — and your teams feel empowered.
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Why Choose Spectrum for CCaaS?

We deliver cloud contact centre solutions tailored to your operations, culture and growth.

Our customers choose us for:

  • Agnostic platform choice (we recommend what fits your needs — not ours)

  • Deep UCaaS & Teams expertise

  • Flexible omnichannel options

  • AI‑enabled capabilities for modern customer demands

  • Scalable solutions for SMEs to enterprise teams

  • Full implementation and adoption support

  • Dedicated, UK-based support and proactive account management

  • Transparent, predictable pricing

From initial discovery to long-term optimisation, we support every step of your CCaaS journey.

Cloud contact centre performance relies on strong, resilient connectivity. We offer a full suite of Connectivity Services including Ethernet to ensure you have a robust foundation to work with.

Use Cases

  • Customer service teams handling high call volumes
  • Ticketing offices 
  • Multi-site or hybrid support teams
  • Sales teams running outbound campaigns
  • Organisations wanting to introduce WhatsApp or live chat
  • Companies migrating from on-prem call centres

What Our Customers Say

“The support structure in place at Spectrum is exceptional and we know we can get support on any issues we encounter, giving us peace of mind that we are secure even out of hours.

The reporting structure integrated into CloudTalk has helped our ticket office to spot deficiencies in their staffing allocation and tackle these, meaning we can more efficiently answer calls which, in turn, generates more revenue for us.”

Benjamin Falkner
IT Manager, Curve Theatre, Leicester

CCaaS Features

Our CCaaS platforms combine flexibility, intelligence and ease of use — empowering your teams and improving every interaction.

Key Capabilities

Voice

Email

Live chat

SMS & mobile messaging

WhatsApp & social channels

Video interactions

Unified agent inbox

Intelligent Call Routing & Automation

Powerful tools to optimise call handling and agent utilisation.

  • Auto Call Distribution (ACD)
  • Interactive Voice Response (IVR)
  • Skills‑based routing
  • Priority queues
  • AI-enhanced routing decisions

AI & Automation

Transform efficiency and customer satisfaction.

  • Conversational AI & chatbots
  • Sentiment analysis
  • Real‑time agent coaching
  • Automated workflows
  • Virtual assistants

Agent Tools

Everything your agents need to succeed, in one intuitive interface.

  • Integrated softphone
  • Unified inbox
  • Productivity dashboards
  • Call controls
  • Knowledge base integration

CRM & ERP Integrations

Connect your key business systems for a seamless workflow.

  • Dynamics 365
  • HubSpot
  • Salesforce (where appropriate)
  • Microsoft Teams
  • Power BI
  • Ticketing and helpdesk platforms

Outbound & Predictive Dialling

Accelerate outbound campaigns and improve contact rates.

  • Preview, progressive and predictive diallers
  • Automated callback scheduling
  • Campaign management tools

Quality, Compliance & Recording

Protect your business while improving service quality.

  • Call and screen recording
  • Speech analytics
  • Quality scoring
  • Coaching tools
  • Compliance-ready storage

Reporting, Analytics & BI

Gain real-time visibility into customer behaviour and agent performance.

  • Live dashboards
  • Customisable reports
  • Historical analytics
  • Power BI integration
  • Wallboards for team visibility

UC Integration & Seamless Workflows

Your contact centre should work with your communication tools.

Our CCaaS solutions integrate effortlessly with:

  • Microsoft Teams
  • UCaaS platforms like CloudTalk, Dialpad, 8×8 and RingCentral
  • CRM and ticketing systems
  • BI tools such as Power BI
  • Collaboration apps

This ensures your agents have everything they need at their fingertips.

Frequently Asked Questions

CCaaS (Contact Centre as a Service) is a cloud‑based contact centre platform that delivers voice, chat, email, SMS, social channels and reporting tools through a single solution. It enables businesses to manage inbound and outbound communications from anywhere.

UCaaS supports employee collaboration (voice, video, chat), while CCaaS is designed for customer‑facing teams and includes routing, queues, AI, analytics and omnichannel engagement tools. They can integrate seamlessly to improve productivity and customer experience.
Yes — CCaaS platforms support Voice, Email, Live Chat, SMS/Text, WhatsApp, Social Channels and Video. All interactions appear in one unified agent interface.
Yes. We support integrations with systems including Microsoft Dynamics, HubSpot, Teams, and popular helpdesk and ticketing tools. Integrations can enable screen pops, automatic record updates and improved reporting.
AI can automate common tasks, power conversational chatbots, analyse sentiment in real time, assist agents during calls, and improve routing decisions. It helps reduce wait times, improve customer satisfaction and increase agent productivity.
Yes. Because CCaaS is cloud based, agents can work from any location using a laptop, softphone or mobile app with the same access and visibility as in-office staff.
Absolutely. Intelligent routing, IVR menus, callback options, priority queues and AI‑based optimisation help reduce wait times and increase first‑contact resolution.
Yes. We offer preview, progressive and predictive diallers for sales and service teams, including campaign management and real‑time analytics.
Yes. Our platforms include encryption, secure recording storage, multi‑factor authentication, access controls and compliance-ready features for regulated industries.
Yes. We provide discovery, configuration, number routing, user training, adoption support and UK‑based ongoing technical support. We also monitor platform performance and help optimise your contact centre over time.

FAQ

Stilll have questions?

Contact our team on 01283 749 990 or drop your details into our contact form – we’re happy to help.

Focus on what matters most

Send us your requirements and budget we’ll explore which platform and service options will be suitable for you.

Saving you time and ensuring you get the best value for your business.

Client feedback
5 stars for superfast service.
The Pioneer Group
I love Spectrum they always do what they say
Royal Institute of Chartered Surveyors
Awesome World class customer service from Spectrum and Chloe as usual
Checkland Kindleysides
Super helpful and quick - my work phone got stolen and the team was able to issue a replacement immediately + were super helpful with follow up questions.
Warner Brothers
Spectrum very efficient in providing services. Response to emails is sooo quick and they always give good advice to issues.
Keep it up
University of Bristol
about us

Proud to help.

Spectrum was created with the aim of providing clients with cost effective solutions for communication services, supported by exceptional account management. 

Spectrum’s highly skilled and experienced team is focused on keeping at the forefront of telecoms technology including product differentiation and market leadership.

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