Latest news with #CCaaS
Business Standard
11-07-2025
- Business
- Business Standard
Simple2Call Launches New, Fully Compliant AI-powered Contact Center Suite in India, Amid Rising Telecom Crackdowns
VMPL New Delhi [India] July 11: With telecom compliance under increasing regulatory pressure in India, enterprises are re-evaluating the resilience and legality of their contact center infrastructure. In this context, Simple2Call, a US-based Contact Center-as-a-Service (CCaaS) provider, has launched its AI-powered, private cloud-hosted Contact Center Suite (CCS) in India, designed to meet evolving regulatory and operational demands. The move comes amid rising enforcement by the Department of Telecommunications (DoT), which has imposed penalties and issued shutdowns to vendors offering unlicensed telecom and contact center services. In August 2024, several Indian businesses faced communication blackouts lasting up to 10 days due to vendor non-compliance -- highlighting the business risk of relying on loosely regulated or unlicensed CCaaS platforms. Simple2Call, which holds a valid Unified License - Virtual Network Operator (UL-VNO) and contributes the required 8% license fee to the Indian government, offers a compliance-first platform. This aligns with the increasing need for enterprise IT and operations leaders to ensure telecom infrastructure is not only scalable but also fully aligned with legal, IT Security and Data Privacy frameworks. The Contact Center Suite (CCS) is built on a proprietary stack, not an open-source software. It is hosted on a private cloud and integrates omni channel routing, AI automation, digital engagement, and real-time analytics. The platform is designed to abstract the complexity of managing separate IT, telecom, and software layers -- an area of friction for many traditional deployments. Data security and compliance are built into the core architecture, with certifications including ISO 27001, ISO 27701, and PCI DSS. This ensures enterprise-grade protection for sensitive data across industries such as banking, insurance, IT services, and BPOs. Early adopters have reported operational improvements. A private bank saw a 15-20% rise in debt recovery, while a leading BPO reported 30% improvement in call connect ratios. An IT services firm cited 40% reduction in technology costs, and an insurance provider achieved 30% savings in operating expenses while scaling call volumes by 20%. The platform also includes a dedicated enterprise support model. In addition to 24/7 phone, email, and chat support, Simple2Call offers a tailored customer success program for large accounts, including priority response and proactive service reviews. "Over 40+ years, we have created a proven global track record of delivering what we promise," said Hemant R. Patel, Founder and CEO of Simple2Call. "Contact center systems are no longer just communication tools--they are part of a broader CX and compliance strategy. The regulatory landscape requires platforms that can keep pace not only with customer expectations but also with telecom and data privacy governance." he added. India's CCaaS market is evolving alongside broader trends in AI adoption, data protection, and hybrid cloud infrastructure. Gartner forecasts that by 2026, 60% of large organizations will adopt cloud contact center platforms that prioritize regulatory compliance and AI integration -- a shift that mirrors current enterprise priorities in India. As regulatory oversight tightens and customer interaction volumes continue to grow, the demand for secure, compliant, and AI-enabled platforms is expected to accelerate. With CCS, Simple2Call aims to offer a single-partner solution that addresses both operational efficiency and regulatory alignment. Simple2Call specialises in CCaaS, UCaaS, VRMs and Global Voice Connectivity with dependable 24x7 live support. We offer DoT regulatory-compliant solutions for the Indian and international markets for peace of mind. We are ISO27001 (ISMS), ISO27701 (PIMS) and PCI DSS compliant. With global telecom and network infrastructure in Tier 3 data centres in the USA, UK, Singapore and India, Simple2Call has partnered with 100+ large & mid-size enterprise customers in Banking, Insurance, Stock Trading, IT, ITES, E-commerce, Edtech and Travel services. It has acquired the UL-VNO license in India and set up its major data centers in Mumbai, Noida, Bengaluru, Chennai, and Hyderabad. Kindly click the link to know more.
Yahoo
10-07-2025
- Business
- Yahoo
AI Revolution Fuels CCaaS Market Growth Despite Diverse Dynamics
Explore the evolving Contact Center as a Service (CCaaS) market in the 2025 Market Share Report. Analyze top vendors like NICE, Genesys, and Amazon Connect, focusing on AI-driven innovations, revenue, and seat projections. Uncover trends and growth outlook in this competitive landscape to 2029. Dublin, July 10, 2025 (GLOBE NEWSWIRE) -- The "2025 Contact Center as a Service Worldwide Market Share Report" report has been added to offering. This report is the foremost resource for vendors, investors, analysts, and others who want to understand this sector's competitive landscape, vendor market share by revenue and seats, geographical breakdown, adoption rate, and the current and projected total addressable market (TAM). Authoritative and Rigorous Analysis This fifth annual edition of the Contact Center as a Service Worldwide Market Share Report provides an insightful analysis of the highly competitive contact center as a service (CCaaS) market, a rapidly changing segment driven by artificial intelligence (AI). This edition of the Report analyzes CCaaS competitors' performance in calendar year 2024, although several of the vendors operate on a fiscal year. This Report analyses the market activity of the vendors selling CCaaS infrastructure solutions and related products, including self-service, AI applications (i.e., transcription, AQM, RTG/next-best-action (NBA), automated post-interaction summarization), and WEM applications, along with professional services (implementation, integration, training, premium support) and carrier services. It accounts for the seats and revenue of an estimated 200 competitors in the worldwide multi-tenant CCaaS market. This edition does not include market activity for hosted or SaaS-based offerings that are not multi-tenant. Discerning Review of CCaaS Market Drivers and Inhibitors There are many diverse and often conflicting dynamics impacting the CCaaS market, but most have had little effect in slowing the growth rate of this important IT sector. Cloud-based providers continue to deliver most of the contact center market's innovation, fueled by hundreds of millions in financial firm investments over the past decade. Artificial intelligence has become the primary driver of change in the last two years, compelling companies to migrate to cloud-based solutions, as these products generally require the processing power of the cloud. CCaaS vendors who have expanded their product portfolios during the last couple of years to include AI-enabled applications are also benefitting from increased consumption-based revenue or higher price-per-seat fees. Some in the market primarily consider CCaaS the "pipes" or channels to distribute and manage the flow of voice and digital interactions and inquiries into and out of an organization. Others expect their CCaaS vendor to be their general contractor, facilitating the delivery and integration of most systems and applications they need to operate their contact center. And, most recently, CCaaS vendors have also started to be viewed as a source of the AI technology and infrastructure needed to enhance their operations. What's clear is that many companies are highly reliant on their contact center infrastructure provider, a trend that the researchers expect to continue for many years. CCaaS Vendor Performance The 2025 Contact Center as a Service Worldwide Market Share Report provides insights into the market's performance in calendar year 2024 and provides a detailed analysis of the seat and revenue activity of 19 leading and contending CCaaS competitors: NICE, Genesys, Amazon Connect, Five9, Content Guru, RingCentral, Odigo, 88, Dialpad, Cisco, UJET, Enghouse, Puzzel, Vonage, Intermedia, Salesforce, Google, Call Center Studio, and Diabolocom (listed in order of largest to smallest based on number of seats as of December 31, 2024). The revenue and market activity of an estimated 181 CCaaS competitors (17 named and 164 unnamed) are grouped together in the "Other" category. Key breakdowns in the 2025 Contact Center as a Service Worldwide Market Share Report are: Total Contact Center Seat Projections, Worldwide, 2025 - 2029 2024 Worldwide CCaaS Revenue and Market Share Analysis, by Vendor, Category, and Geography 2024 Worldwide CCaaS Seat Adoption Rate and Projections, 2024 Actual - 2029 Projected CCaaS Total Addressable Market, Worldwide, 2024 Actual - 2029 Projected Key Topics Covered: 1. Executive Summary 2. Introduction 3. CCaaS Market Drivers and Inhibitors 4. Research Methodology4.1 Report Participation and Data Requirements 5. Information Sources and Methodology5.1 Named and Concurrent Seats vs. Usage5.2 What Should Be Counted as a CCaaS Seat?5.3 Transparency 6. Report Scope: What is Included 7. Total Contact Center Market Five-Year Seat Projections, Worldwide, 2025 - 20297.1 Contact Center Five-Year Seat Projections, Worldwide, 2025 - 2029 8. 2024 CCaaS Market Share Analysis, Worldwide8.1 CCaaS Seats and Market Share by Vendor, as of December 31, 20248.2 2024 Worldwide CCaaS Revenue and Market Share, by Vendor8.3 2024 CCaaS Revenue Analysis by Category8.4 2024 CCaaS Revenue and Market Activity, by Geography 9. Worldwide CCaaS Seat Adoption Rate and Projections, 2024 - 20299.1 CCaaS Seat Projections, Worldwide, 2024 Actual - 2029 Projected9.2 CCaaS Seat Adoption Rate, Worldwide, 2024 Actual - 2029 Projected 10. CCaaS Worldwide Total Addressable Market, 2024 Actual - 2029 Projected Companies Featured 88 Amazon Connect Call Center Studio Cisco Content Guru Diabolocom Dialpad Enghouse Five9 Genesys Google Intermedia NICE Odigo Puzzel RingCentral Salesforce UJET Vonage For more information about this report visit About is the world's leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends. CONTACT: CONTACT: Laura Wood,Senior Press Manager press@ For E.S.T Office Hours Call 1-917-300-0470 For U.S./ CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900
Zawya
14-05-2025
- Business
- Zawya
Aramex partners with Sprinklr to elevate customer experience
Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, has announced an expanded partnership with Aramex, a global leader in logistics and transportation. Aramex and Sprinklr are partnering to revolutionise digital customer experience for Aramex customers across more than 65 countries. This collaboration marks a significant step in Aramex's commitment to delivering seamless, AI-driven customer interactions at scale, through leveraging Sprinklr's Case Management, Sprinklr Voice, and Conversational AI. Since 2022, Aramex has modernised its customer experience with Sprinklr Service by leveraging AI-driven automation and a WhatsApp integration to enhance efficiency, improve last-mile delivery and provide always-on customer support at scale. In doing so, Aramex ensures delivering world class customer experience with AI-powered contact center as a service (CCaaS) and 24/7 customer care. Francoise Russo, Chief Digital and Technology Officer at Aramex, said: 'Aramex is deeply committed to customer-centric innovation, as seen with our smart lockers, automated AI-powered robotic sorting system, autonomous delivery robots, and electric vehicles. As e-commerce reshapes customer expectations, the need for instant, personalized service across digital channels has never been greater. We are evolving beyond legacy systems to embrace AI-driven customer engagement. As a key partner in this transformation, Sprinklr is helping us scale seamless, real-time interactions while boosting operational efficiency. Amjad Al Sabbah, Group Vice President for the Middle East and Africa at Sprinklr, said: "Sprinklr is revolutionising how companies across the world connect with, support, and understand their customers through digital channels, and Aramax is one of the customers leading the way. We are excited to be part of Aramex's transformative journey and look forward to continuing our success with our outstanding teams and building on the momentum we've gained in the region and the world.' Since launching the partnership, Aramex has automated 99% of cases and saved over a million agent hours annually. This transformation reduces case resolution delays, boosts customer satisfaction, and optimises operational costs, helping to ensure a more efficient and seamless customer support experience. Copyright 2024 Al Hilal Publishing and Marketing Group Provided by SyndiGate Media Inc. (
Trade Arabia
14-05-2025
- Business
- Trade Arabia
Aramex partners with Sprinklr to elevate customer experience
Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, has announced an expanded partnership with Aramex, a global leader in logistics and transportation. Aramex and Sprinklr are partnering to revolutionise digital customer experience for Aramex customers across more than 65 countries. This collaboration marks a significant step in Aramex's commitment to delivering seamless, AI-driven customer interactions at scale, through leveraging Sprinklr's Case Management, Sprinklr Voice, and Conversational AI. Since 2022, Aramex has modernised its customer experience with Sprinklr Service by leveraging AI-driven automation and a WhatsApp integration to enhance efficiency, improve last-mile delivery and provide always-on customer support at scale. In doing so, Aramex ensures delivering world class customer experience with AI-powered contact center as a service (CCaaS) and 24/7 customer care. Francoise Russo, Chief Digital and Technology Officer at Aramex, said: 'Aramex is deeply committed to customer-centric innovation, as seen with our smart lockers, automated AI-powered robotic sorting system, autonomous delivery robots, and electric vehicles. As e-commerce reshapes customer expectations, the need for instant, personalized service across digital channels has never been greater. We are evolving beyond legacy systems to embrace AI-driven customer engagement. As a key partner in this transformation, Sprinklr is helping us scale seamless, real-time interactions while boosting operational efficiency. Amjad Al Sabbah, Group Vice President for the Middle East and Africa at Sprinklr, said: "Sprinklr is revolutionising how companies across the world connect with, support, and understand their customers through digital channels, and Aramax is one of the customers leading the way. We are excited to be part of Aramex's transformative journey and look forward to continuing our success with our outstanding teams and building on the momentum we've gained in the region and the world.' Since launching the partnership, Aramex has automated 99% of cases and saved over a million agent hours annually. This transformation reduces case resolution delays, boosts customer satisfaction, and optimises operational costs, helping to ensure a more efficient and seamless customer support experience. -
Techday NZ
08-05-2025
- Business
- Techday NZ
NICE & ServiceNow partner on AI to unify customer service
NICE and ServiceNow have announced a strategic partnership to provide organisations with an automated, AI-powered solution for end-to-end customer service fulfilment across enterprise operations. The collaboration brings together NICE's AI-powered customer service automation platform and the ServiceNow AI Platform with Customer Service Management (CSM) to create an integrated framework that links front-, middle-, and back-office functions for improved service delivery and operational efficiency. This integration aims to address longstanding issues caused by operational silos in customer service. By combining real-time customer engagement automation with enterprise workflow management, organisations will be able to connect customer-facing interactions with fulfilment processes managed in back-end systems through a single unified platform. The companies claim this approach will help businesses resolve service requests more rapidly, minimise service gaps, enhance agent productivity, and transform fragmented customer journeys into cohesive experiences. Barry Cooper, President, CX Division at NICE, said, "Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE's AI-driven customer service automation and ServiceNow's robust AI platform, we're enabling businesses to streamline their operations and deliver fully automated customer service fulfilment. This unified approach will improve both customer and employee experiences, delivering greater value for all." The partnership leverages both organisations' AI and automation strengths, providing what they describe as a unified customer experience framework designed to support various aspects of customer service operations. One aspect of this collaboration is the ability to unify AI-powered customer engagement. Organisations will be able to synchronise ServiceNow's customer data with NICE's engagement intelligence, enabling real-time matching of customers to optimal agents. The AI analyses sentiment, intent, service history, and service level agreements (SLAs), dynamically routing chats and cases across different teams. This approach is expected to improve customer satisfaction, drive revenue, and support efficient resolutions. Michael Ramsey, General Vice President, Product Management, CRM and Industry Workflows at ServiceNow, said, "Organisations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE's Contact Centre-as-a-Service (CCaaS) and workforce engagement management (WEM) capabilities with the ServiceNow AI Platform, we're unifying real-time customer engagement with enterprise workflow automation." The combined solution also aims to enhance workforce productivity via AI-powered support for agents. Employees receive role-specific guidance and immediate insights into customer sentiment, behaviours, and service histories, empowering them to make informed decisions and deliver tailored outcomes. AI-based recommendations are intended to assist agents in choosing optimal actions and automating workflows in pursuit of faster and better resolutions throughout the customer journey. Quality assurance will be supported by real-time AI analysis of interactions, which can detect trends and compliance concerns. The system is designed to automatically trigger relevant workflows, turning every customer conversation into an opportunity for continuous improvement and operational excellence. Liz Miller, Vice President and Principal Analyst at Constellation Research, commented, "Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NICE and ServiceNow are breaking down barriers that so often get in an organisation's way when working to deliver a fully integrated service experience. "This partnership streamlines every service request from start to finish, turbocharging service delivery, improving operational efficiency, and elevating customer satisfaction to new heights. It also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing, and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience." Involvement in the partnership has extended to system integrators, with Dave Seybold, Chief Executive Officer of TTEC Digital, stating, "We're excited to help our clients realise the potential of the NICE and ServiceNow partnership to transform the way they deliver customer experience. With AI-powered automation driving end-to-end workflows from front- to back-office tools and platforms, in what we call Experience Fulfilment, we see a future where every service interaction is faster, smarter, and more connected." The target availability for the new service offering is the fourth quarter of 2025.
