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Accelecom Adds CCaaS Solution to its Portfolio

By Tracey E. Schelmetic March 07, 2024

Next-generation fiber and cloud-based communications solutions provider Accelecom recently announced the launch of its latest Contact Center as a Service (CCaaS) offering. This solution was designed to "provide businesses with advanced tools and capabilities to better enhance customer experience and streamline contact center operations," said the Louisville, Kentucky-based company. With reliable connectivity and communication solutions, companies of all sizes are better able to meet their digital initiatives and serve customers with high cross-channel expectations.

For context, Accelecom is a provider of next-generation fiber solutions across the Southeastern United States, with offices in Louisville, Kentucky and Sandy Springs, Georgia. The company delivers high-speed network, internet and voice solutions to wholesale, public sector and business customers across the region. Its new contact center-as-a-service solution will be an addition to its current portfolio of offerings to customers.

Accelecom's CCaaS is a cloud-based, customizable solution that offers intelligent skills-based routing, customized reporting and workforce scheduling support. These features enable businesses to efficiently manage and support an advanced customer experience, ultimately leading to increased customer satisfaction and loyalty.

"Our CCaaS solution is built on cutting-edge technology and offers a seamless experience for both businesses and their customers,” said Nitin Krishna, VP and Head of Product at Accelecom. “With intelligent skills-based routing and customized reporting, businesses can gain valuable insights into customer interactions and make data-driven decisions to improve their overall customer experience."

In its announcement, Accelecom noted that its end-to-end SLA "provides 99.99% network availability" to give businesses peace of mind. The company’s extensive regional fiber network spans across multiple states in the Southeast, and the infrastructure allows businesses to ensure they are always connected, even at off-work hours. The solution is also scalable, so users can scale up as required.

"We are excited to further expand our Enterprise portfolio of solutions and introduce our Contact Center as a Service offering,” said Brad Kilbey, CEO of Accelecom, in a statement. “With CCaaS, businesses can elevate their contact center operations and unlock the power of efficiency, engagement, and customer satisfaction."

Edited by Alex Passett
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