CcaaS Integration for Cloud Contact Centers

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CCaaS Integration for Hybrid and Multi-Cloud Contact Centers with

Pointel’s CCaaS Bridge

Migrating your on-premise contact center to Cloud (CCaaS) presents a major challenge, especially for larger organizations. The entire process can be lengthy, complex and involve various risks. You want to ensure everything runs smoothly without disrupting your operations or your customers during this transition.

Pointel’s CCaaS Bridge helps you do just that.

Whether integrating a single department or your entire contact center, the CCaaS bridge ensures that your on-premise/legacy CCaaS solution and end-state CCaaS work together, making the integration as seamless as possible for your team and your clients.

Pointel’s CCaaS Bridge keeps all interactions flowing seamlessly, so there’s no impact on the customers (CX) or agents (AX) during the migration. During the integration, agents remain focused on delivering high-quality service without compromising performance or service continuity.



Challenges of CCaaS Integration

When moving systems and ensuring they work together, these common integration challenges often arise:

Service Impairment

You can’t afford to have any compromise in your quality of service during the migration.

Working as one system

You want the on-premise/legacy CCaaS and future state CCaaS system to function as one during the transition from on-premise to cloud or cloud to cloud.

Data Inconsistencies

Keeping customer data consistent and accurate across systems (on-premise and Cloud) is crucial during the integration.

CX and AHT (Average Handle Time)

Interaction and customer context is maintained when the calls move from on-premise to CCaaS or CCaaS to CCaaS. Data is readily presented to the agents so it does not negatively impact the AHT.

With Pointel’s CCaaS Bridge, these challenges are managed effectively, ensuring that your integration runs smoothly while keeping your operations running and customers satisfied.

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Email us at contact@pointel.com or call +1[732] 744-0440 for a Demo



Key Features and Benefits of Pointel’s CCaaS Bridge

  • Consistent customer experience during transition | Continuous Operation

    • Contact centers often face inconsistent experiences during transition depending on which CCaaS system they interface with, but with Pointel’s CCaaS Bridge, you don’t have to worry about that. CCaaS bridge lets your business move from legacy systems to CCaaS without affecting ongoing operations. Agents can access data and customer context in real-time, ensuring the integration process doesn’t slow down or disrupt your services.


  • Real-Time Data Syncing | Increased Efficiency

    • CCaaS Bridge ensures that all data stays synchronized across platforms in real-time as you integrate to the Cloud contact center. This prevents agents from needing to ask customers to repeat information because the system ensures that all data are instantly available. This results in smoother, more efficient customer interactions and service.


  • Data Security and Compliance | Risk-Free Integration

    • We’ve designed CCaaS Bridge with robust security measures to ensure sensitive data is appropriately handled and secured during the integration. The solution helps your organization meet key compliance standards, ensuring your data remains safe throughout the process.


  • Cost Savings| Quicker ROI

    • CCaaS Bridge provides seamless data transition from IVA/IVR to Agent. Having this context along with the call reduces the average handle time. This, in turn, helps you to keep the same staffing level or reduce your staffing level during your transition.


  • Time to Market | Competitive Advantage

    • Pointel’s CCaaS bridge is ready to deploy and can expedite your cloud migration. This translates into faster migration to the cloud, providing a competitive advantage.

Use Cases for Pointel’s CCaaS Bridge

IVR to Agent Transfer

Whether a customer begins their journey with an IVR on your legacy system and transfers to an agent in the cloud or starts engaging with IVA (AI bot) in the cloud and transfers to an agent on a legacy system, Pointel’s CCaaS Bridge ensures that customer data is transferred seamlessly to across systems. This eliminates the need for the individual to repeat their information, creating a better overall experience. CCaaS bridge supports transfer from legacy IVR systems to Cloud (CCaaS) agents and Cloud (CCaaS) IVR/IVA to legacy systems agents.

Agent-to-Agent Transfers

With Pointel’s CCaaS Bridge, agents can transfer calls between legacy systems and the cloud without losing customer context. This ensures that agents have the necessary information to continue providing top-quality service throughout the handoff. CCaaS bridge supports transfer from legacy systems to Cloud (CCaaS) transfer and Cloud (CCaaS) to legacy systems agent transfers.

Why Pointel’s CCaaS Bridge is the Right Choice for Cloud Contact Center Integration

Proven Performance for Complex Integrations


Our solution is built to handle even the most complex integration scenarios. Whether your business deals with high call volumes or complex routing systems, we ensure your integration with Cloud (CCaaS) is smooth and hassle-free. You don't have to worry about downtime, data loss, or technical difficulties. Your business continues running while CCaaS Bridge manages the integration, and your customers won’t notice any service disruptions.

Boost Agent Productivity for Superior Service


With real-time synchronization, agents have instant access to the information they need, helping them provide efficient, high-quality service without being slowed down by technical issues or missing data during the integration process.

Fast and Customizable Setup


Our implementation plan makes it simple and fast to integrate Cloud (CCaaS) into your contact center. The integration process is customized to meet your unique business needs, ensuring a smooth transition with minimal disruption to your daily operations.

Frequently Asked Questions

  • No, Pointel’s CCaaS Bridge ensures that your contact center remains fully operational during the transition process. Your team will continue to work as usual without interruptions.
  • Security is a top priority. Pointel’s CCaaS Bridge uses advanced encryption and security protocols to keep your data safe throughout the integration process.
  • By syncing data in real-time and providing full transparency, CCaaS Bridge ensures that the integration happens smoothly without disrupting daily operations.
  • Our solution is designed to manage even the most complex contact center environments, making it suitable for businesses of any size.

Contact Us for Seamless Cloud Contact Center Integration

Migrating your contact center to the cloud doesn't have to be risky and stressful. With Pointel’s CCaaS Bridge, your transition to CCaaS is smooth, secure, and efficient. Keep your operations running without interruptions, and ensure your customers continue to receive the same excellent service.


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For a demo, please email us at contact@pointel.com