NTS Managed Service Contact Center

Conventional call centers are a thing of the past. Today, customers expect fast and uncomplicated solutions as well as multifaceted possibilities to communicate with businesses – per telephone, chat, email, or social media. However, service agents want to work flexibly, whether working from home or remotely (WebRTC). Additionally, Artificial Intelligence makes it possible to improve customer experience and to relieve service agents¹, but one needs the necessary resources for this in order to tap into the full potential.

With NTS Managed Service Contact Center we offer our customers an entirely supported omnichannel platform for an excellent customer experience. You can benefit from a highly-available², scalable solution that is always kept up to date – without having to take care of technical details. Thus, you can fully focus on your customers.

WEBEX AI in Action³ ⁴

EASILY REACHABLE. ALWAYS READY.

Customers expect a fast omnichannel support – 24/7, either through an agent, as self-service or via virtual agents. AI-supported contact centers appeal to customers from their first contact up to a time well beyond the purchase and they are seamlessly integrated into other systems (Servicenow, D365, Salesforce etc.).

Industries such as retail, banking, insurances, or the public sector are increasingly making use of digital customer interaction – often with high regulatory requirements. Remote instead of on site, automated instead of manually: the trend is clearly towards scalable, smart customer communication – flexibly serviced by NTS Managed Service.

YOUR ADVANTAGES AT A GLANCE

• Improved customer satisfaction: by faster solutions and personalized interactions
• More time for your customers: NTS takes care of a trouble-free operation
• Operational security & availability: 24/7 pro-active monitoring and operational management with SLAs reduce your risk and your concerns
• Support & technological development: German-/English-speaking NTS experts provide you with comprehensive support
• Security: Compliance with regulatory requirements
• Sustainability: No local IT infrastructure – less energy consumption & CO₂-emissions
• CC as a Service: Transparent and flexible service fees (OPEX) instead of investments

NTS MANAGED SERVICE CONTACT CENTER

Service failures, missing expert knowledge and continuous adjustments jeopardize service quality – fast response and stable operational management are decisive for a good customer experience. With the NTS Managed Service Contact Center, NTS takes over the operational management of your Webex Contact Center, and optionally for your Cisco Collaboration devices. In doing so, the products are monitored 24/7 and incidents are processed within agreed response times (Incident Management).

Adjustments are continuously processed in change management that is matched to the needs of customers. Defined KPIs such as response time and processing time are part of the Service Level Agreement.

IT in competent hands with NTS MANAGED SERVICES

NTS structures its Managed Service on the four basic pillars Operations, Security, Transparency and Excellence. For this, NTS utilizes the self-developed monitoring and operations platform with automated service processes and offers access to the NTS portal including reporting and regular service meetings as well as advice from experienced and certified NTS engineers. In doing so, your contact center is operated safely, and it will be further developed to be fit for the future. With the NTS Managed Service Contact Center you will take your customer communication and customer experience to the next level.

OPEX instead of CAPEX

You can source your Contact Center as a Service with suitable financing models. You pay flexibly and according to demand (e.g. per agent) throughout the entire term and therefor have predictable costs and advantages such as lower fixed costs and OpEx instead of CapEx.

WEBEX CONTACT CENTER and COLLABORATION DEVICES

In the Managed Service, NTS relies on Webex Contact Center, the digital customer service platform with AI support for omnichannel experience. The Cloud platform provides 360° customer journey analytics, AI-based routing based on customer behavior as well as seamless expert collaboration per voice and chat. Webex CC supports your teams in the office, when working from home plus remotely and it can be integrated with other systems and Microsoft Teams in a versatile manner.

Whether in the office or remotely: Cisco headsets, IP-telephones and desk devices cater for the best voice quality and for a comfortable working environment. The perfect add-on to the Webex Contact Center for a professional customer experience.

THE PSTN-OPTIONS

To allow for smooth incoming and outgoing calls in the Webex Contact Center, the following three options for the PSTN connection are supported by the service:

1. Bring you own PSTN with Local Gateway
2. Cloud Connected PSTN for Webex Calling
3. Cisco Calling Plan

THE APPROPRIATE ADD-ON

With the NTS Managed Service Collaboration, NTS offers its customers the appropriate service for operating their calling, meeting, and messaging infrastructure – the perfect add-on to the Contact Center for a consistent user experience.

¹ Webex AI in action infographic, Cisco 2025. Until 2029, agent-based AI will autonomously solve 80% of typical customer service problems without human intervention. This will lead to a reduction of operational costs by 30%. What Is Agentic AI and how will it impact customer service?, Gartner 2025.

² The new SLA für Webex CC amounts by now to 99.999 %. SLA and SLO Webex customer experience (CX), Cisco 2025

³ In a recent survey, Webex asked over 1,000 customers about their experiences with AI solutions like Webex AI Assistant, Webex AI Agent, and collaboration devices. The results provided valuable insights, highlighting the real impact of these tools and their potential moving forward.

⁴ Webex AI in Action Infographic, Cisco 2025