Modern VoIP & CCaaS Services
Service Description
Unified Communications & Contact Centre as a Service (UCaaS & CCaaS)
Service Highlights
Intergence provides fully managed, secure, and integrated voice and customer experience solutions. We unify your internal collaboration with Microsoft Teams VoIP and transform your customer engagement with Five9 CCaaS, all delivered under a single, simplified service agreement.
| Category | Managed VoIP with MS Teams | Managed CCaaS with Five9 | Core Benefit |
| Focus | Internal Communication & Collaboration (UCaaS) | External Customer Engagement (CCaaS) | Single Platform Synergy |
| Core Platform | Microsoft Teams Phone System (Direct Routing/Calling Plans) | Five9 Intelligent CX Platform (Cloud Contact Center) | Best-in-Class Technology |
| Work Model | Remote & Hybrid Workforce Enablement | Omnichannel Customer Service & Sales | Business Agility |
| Admin | Full lifecycle management, number porting, configuration, 24/7 support | Dedicated CX strategy, AI deployment, WFM, and reporting | Reduced IT Burden |
📞 Managed VoIP
Leverage the power of Microsoft 365 Teams Phone System to deliver a complete internal and external phone system, eliminating the need for separate PBX hardware and applications.
| Feature Area | Key Functionality | Intergence Value |
| Unified Calling | Make and receive PSTN calls directly within the Teams app on any device (desktop, mobile). Full Microsoft 365 integration with contacts and calendar. | Seamless Integration: Our experts ensure deep integration with your existing M365 environment, providing a single, unified communications platform. |
| Advanced Telephony | Features like Auto Attendants, Call Queues, Call Delegation, Group Call Pickup, Voicemail (with transcription), and Call Forwarding options. | Optimised Configuration: We design and manage complex call flows, routing, and numbering plans to meet your specific business requirements and professionalise your internal calling. |
| Cost & Scalability | Cloud-based solution with a flexible per-user subscription model. | Cost Reduction & Agility: Eliminate hardware maintenance costs and scale users up or down instantly. We manage your licenses and calling plans for optimal expenditure. |
| Security & Compliance | Calls are secured by Microsoft's cloud infrastructure, supporting compliance requirements for call recording and data governance (e.g., GDPR). | Guaranteed Compliance: We configure and monitor all security and compliance settings, ensuring your voice platform adheres to industry standards. |
🎧 Managed CCaaS
Transform your customer experience with Five9 Intelligent CX Platform, an AI-driven, omnichannel cloud contact centre that empowers agents and drives operational excellence
Customer Engagement Channels (Omnichannel)
Five9 provides a holistic view of the customer journey, enabling seamless transitions across all contact methods:
Voice: Inbound/Outbound, IVR, Skills-Based Routing.
Digital: Chat (Web/In-App), Email, SMS, Social Media (e.g., Facebook, X/Twitter), and Video.
Context Preservation: The full history and context travel with the customer across channels, ensuring a cohesive experience.
AI & Automation
Leverage Five9 Genius AI to automate routine interactions and enhance agent performance:
Intelligent Virtual Agents (IVA): Conversational AI (Voice and Chat bots) that use Natural Language Processing (NLP) and Generative AI to resolve common inquiries and provide self-service options, reducing agent workload.
Workflow Automation: Automated post-call work, ticketing, and proactive notifications.
Agent Empowerment & Desktop Tools
Provide your agents with the real-time intelligence they need to deliver hyper-personalised service:
Agent Desktop Plus: A unified, web-based desktop for managing all voice and digital interactions from a single screen, often integrating with CRM systems (e.g., Salesforce, MS-Dynamics) for automatic screen pops.
Agent Assist: Real-time AI Guidance that listens to the conversation, automatically transcribes it, and presents the agent with relevant knowledge base articles, compliance reminders, and "next best action" prompts.
Post-Call Automation: AI summarises call transcripts, drastically reducing Average Handle Time (AHT) and allowing agents to focus on the next customer.
Management, Optimisation & Analytics
Gain deep insight to drive continuous improvement in your contact centre:
Workforce Optimisation (WFO): Includes Workforce Management (WFM) for accurate forecasting and scheduling, and Quality Management (QM) for recording, scoring, and coaching agents.
Real-Time & Historical Reporting: Over 120 pre-built reports and customisable dashboards for tracking key performance indicators (KPIs) like service level, abandonment rate, AHT, and customer sentiment.
Interaction Analytics: Use AI to analyse all customer interactions (calls, chats, emails) to uncover trends, sentiment, and root causes for call volume, providing actionable business intelligence.
How you Benefit
Choosing Intergence as your Managed Service Provider (MSP) for VoIP and CCaaS is choosing a partner dedicated to your business outcomes, not just technology deployment.
| Benefit | Description |
| Optimised Total Cost of Ownership (TCO) | We provide a single, predictable subscription for licensing, implementation, management, and support, replacing unpredictable capital expenditure and reducing operational overhead. |
| Single Point of Accountability | Eliminate "finger-pointing" between your internal IT, the VoIP vendor (Microsoft), and the CCaaS vendor (Five9). Intergence is your single, 24/7 contact for all internal and external communication issues. |
| Accelerated Time-to-Value | Our proven methodology and expertise ensure a smooth, low-risk migration from legacy systems with minimal business disruption, getting you to full operational capacity faster. |
| Focus on Core Business | Free your in-house IT team from the burden of day-to-day patching, updating, monitoring, and user provisioning so they can focus on strategic initiatives. |
| Future-Proof Platform | We proactively manage upgrades and new features for both Microsoft Teams and Five9, ensuring you always benefit from the latest AI and collaboration tools without having to manage the complexity. |
💡 Our Differentiation
CX & AI Strategy Consulting: We don't just deploy; we consult. Our CX strategists work with you to align Five9's AI and automation capabilities (IVAs, Agent Assist) with your specific business goals, ensuring maximum return on your Customer Experience investment.
Deep Integration Expertise: We specialise in the complex integration points between Teams, Five9, and critical business applications like CRM and ERP, ensuring data flows seamlessly to provide a true 360-degree view of the customer.
Guaranteed Service Level Agreements (SLAs): We provide financially backed SLAs that cover the end-to-end service, from the cloud platforms down to the end-user experience, offering a level of reliability and responsiveness that native vendors cannot match.
24/7/365 Proactive Support: Our Network Operations Center (NOC) and dedicated CX support teams proactively monitor your voice quality and contact centre performance, often resolving potential issues before they impact your agents or customers.
Regulatory Compliance Management: We handle the complex compliance requirements (e.g., call recording retention, global regulations), ensuring your communication systems remain secure and audit-ready.