VoIP solutions company Ooma, Inc. recently announced that ServiceTitan has used a technology base from Ooma’s subsidiary, 2600Hz, to create a new UCaaS and CCaaS platform.
For context, ServiceTitan provides a cloud-based software platform that helps trade businesses such as HVAC, plumbing and electrical companies to manage their operations and improve customer experiences. The resulting service, ServiceTitan’s Contact Center Pro, debuted last month at the company’s Pantheon 2024 annual user conference.
Contact Center Pro is an always-on, AI-driven contact center platform for the trades that was designed to simplify multiple communications channels to increase revenue, lower costs and improve customer service. Powered by Titan Intelligence, the company’s own purpose-built AI solution for the trades, the multi-channel solution brings phone, email, web and social into a universal inbox, with guidance from a virtual assistant.
More context: Ooma, Inc.’s subsidiary, 2600Hz, created, maintains and enhances the 2600Hz turnkey open-core solution that brings together UCaaS, CPaaS and CCaaS functionality on a single code base. The feature set is paired with customization options through more than 300 open APIs, all packaged in a white-label solution, allowing resellers and service providers to build and maintain their brand recognition in the market along with their own differentiated intellectual property.
In the announcement, ServiceTitan noted that developing Contact Center Pro on top of 2600Hz "significantly reduced time to market without having to limit features or functionality." Going beyond the contact center, the new offering also supports front-office and field teams "with a full suite of telephony and UCaaS features accessible through computers, tablets, smartphones and physical IP phones," said the company.
“We selected 2600Hz as the foundation for Contact Center Pro because it checked all our boxes – a powerful code base, enterprise-grade reliability and the flexibility to let us create exactly the solution our customers need,” said Vincent Payen, Senior Vice President and General Manager of Pro Products at ServiceTitan. “Additionally, the open APIs in 2600Hz made it possible for us to quickly and easily integrate Contact Center Pro with the rest of our ecosystem, making it a true native experience for our users.”
Edited by
Alex Passett
