Saicom Omnichannel Contact Centre (CCaaS) Solution
Deliver world-class customer experiences with Saicom’s CCaaS (Contact Centre as a Service) platform, powered by QContact. As a leading CCaaS provider in South Africa, Saicom helps modern businesses move beyond the traditional call centre into a fully omnichannel contact centre that supports voice, chat, social, and AI-driven customer interactions in one unified solution.
Their powerful platform:
- Centralises all essential communication channels into one unified platform - from voice calls and live chat to social media messaging and WhatsApp (Chat and Calling) and TikTok.
- Easily access detailed customer information, from orders and payments to policy and transaction history
- Access each step of your customer journey and all touch points from marketing and sales to service and support
- Provides rich insights and in-depth analytics
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Why Choose Saicom’s CCaaS Platform?
Rated #1 mid-market contact centre platform in the world
Our omnichannel CCaaS solution enables businesses to engage customers where they are – whether that’s on WhatsApp, TikTok, Facebook Messenger, SMS, email, or voice calls. By centralising all customer interactions into one platform, your teams can deliver faster responses, smarter resolutions, and a seamless customer journey.
With Saicom’s CCaaS WhatsApp integration, your business can connect with customers on the world’s most used messaging app – without relying on third-party tools. And with our CCaaS TikTok channel, you can now engage with younger, digital-first audiences where they spend most of their time.
Future-Proof with AI & Autonomous Agents
Our cloud-based solution isn’t just about channels – it’s about intelligence. With built-in AI, machine learning, and autonomous agents, Saicom’s CCaaS platform helps automate routine customer enquiries, deliver instant customer support, and free up your live agents to focus on high-value interactions.
Key Features of Saicom’s CCaaS Offering
Why Saicom as Your Omnichannel CCaaS Provider?
Unlike generic contact centre software, Saicom combines its proven ISP and voice expertise with a best-in-class QContact CCaaS platform. That means:
Direct Tier-1 carrier-grade voice network in South Africa.
Local expertise with global-class technology.
Rapid onboarding and support tailored to your business needs.
Top South African Businesses Using Our Call Centre Software Solution
Experience seamless contact management, voice quality, analytics, and heightened customer satisfaction in your daily operations with our OmniContact call centre solution.
These are the leading companies that partner with Saicom for our call and contact centre software:
Some companies Exco teams believe they are above dealing with you as a customer. That’s not the case with Saicom. Their team is really exceptional. They are truly market leaders when it comes to overall service.
Colin Corbett
Chief Information Officer, Bidvest Steiner
The differentiator for us is Saicom’s ability to deliver both customer service and technical expertise. The team took the time to understand our business requirements and ensured any issues would be addressed as quickly as possible.
Raymond McIntyre
Senior General Manager, Platinum Life
Saicom was willing to do whatever was necessary to ensure our systems were working optimally. The company adapts to our needs and manages our network and telephony outcomes on our behalf.
Easy to work with, coupled with reliable systems and great ongoing support.
I would like to commend Saicom on their incredible management and support of the Cloud hosted PBX VOIP, Connectivity, VeloCloud and Firewall services we buy from them. The business impact on our organisation has been huge in the sense that we save significant amounts on all of our calls and our connectivity is stable and always working.
Robert Cousins
Chief Technology Officer, SABJE
OmniContact Call Centre Solution Key Features and Benefits
Unlock the full potential of your customer experiences with OmniContact.
Our advanced call centre solution provides powerful key features and benefits, designed to streamline operations and elevate engagement.
Integrations Enabled by Saicom’s Call Centre Software
Saicom's OmniContact call centre solution seamlessly integrates with your existing systems.
This powerful connectivity across multiple channels centralises customer information, enhances agent productivity, and delivers a better customer service experience.
Callbi
Dialogflow
Diarize Me
Dynamics
EKM
Hellopeter
Hooyu
Klaviyo
Magento
Office 365
Ozow
Salesforce
ServiceNow
Shipstation
Smile ID
Teams
X
Woo Commerce
Zendesk
Mailchimp
Shopify
Xero
Teams That Benefit from Our OmniContact Call Centre Software
Call Centres (Inbound/Outbound)
Reduce estimated wait time, improve customer satisfaction, and manage incoming and outgoing calls efficiently with integrated communication channels and actionable analytics.
Customer Support Teams
Provide personalised assistance and build stronger relationships with guided scripts and interactive voice response.
Sales teams
Nurture leads, track progress, and close faster with OmniContact’s contact management features.
Small Businesses or Large Enterprises
The scalability of the contact centre solution can handle any call volume, from small operations to enterprise-level contact centers.
Marketing Teams
Gain valuable insights from call records and customer data to refine strategies.
Frequently Asked Questions About OmniContact Call Centre Solutions in South Africa
What is CCaaS?
CCaaS, or Contact Centre as a Service, is a cloud-based solution that enables businesses to manage customer interactions across multiple channels, such as voice, email, chat, and social media.
It provides all the necessary tools and technology for a modern contact centre, eliminating the need for expensive on-premises hardware.
Saicom’s CCaaS platform, powered by QContact, centralises all communication channels into a single, unified interface, giving your team a complete view of every customer journey. This makes it easier to deliver a personalised customer experience, streamline operations, and improve overall customer satisfaction.
Discover the power of Saicom’s OmniContact contact centre solution. Contact us today.
What is the difference between UCaaS and CCaaS?
While both UCaaS (Unified Communications as a Service) and CCaaS are cloud-based communication solutions, they serve different primary purposes.
UCaaS focuses on internal communication and collaboration within an organisation. It combines tools like voice calling, video conferencing, instant messaging, and presence indicators to help employees work together more efficiently. It’s designed to streamline internal workflows and enhance productivity.
CCaaS, on the other hand, is built for external communication and managing customer relationships. Its core function is to handle inbound and outbound customer interactions across multiple channels, ensuring a seamless and consistent customer service experience. It also offers advanced features like intelligent routing, real-time analytics, and CRM integration to help contact center managers meet customer expectations and improve interactions.
Contact us to learn how Saicom’s CCaaS solutions can transform your contact centre operations.
What Is OmniContacts' Role in Call Centre Management?
Saicom’s OmniContact call centre software solution plays a crucial role in call centre management by providing a comprehensive contact management system designed to streamline inbound and outbound communications, enhance agent productivity, and improve overall customer service.
A few key features include:
- Built-in task and reminder systems
- Integration with your existing CRM tools
- Designed to scale with your business growth
- AI-powered smart routing
- Live dashboard and ticketing
- Crisp and clear voice quality
- Insightful data and analytics
- Automated dialling
- Call recording
- Guided scripts for agents
Transform your business communications with Saicom’s OmniContact call centre management solutions. Contact us now.
How Does Saicom OmniContact Work?
Saicom OmniContact is a centralised communication hub that consolidates all customer interactions. It uses Voice over IP (VoIP) for clear calls, seamlessly integrating them with channels like live chat, email, social media, and WhatsApp, so your agents manage everything from one unified platform.
The software makes it easy to add and organise contacts into groups, either from your existing CRM or other sources, tags them for easy categorisation, and utilise advanced search functions to find specific contacts quickly.
Beyond basic contact management, OmniContact also offers tools for automated dialing, call scripting, and intelligent routing. It integrates with your existing CRMs, e-commerce platforms, and social media, providing a holistic view of every customer interaction.
Discover the power of Saicom’s OmniContact contact centre solution. Contact us today.
Can I Access Saicom OmniContact on Multiple Devices?
Yes, Saicom OmniContact is accessible across multiple devices, including desktop computers, laptops, smartphones, and tablets.
It offers compatibility across different operating systems, ensuring you can access your contacts wherever you go
Experience seamless accessibility with our Saicom OmniContact contact centre solution. Visit our website or contact one of our experts today.
What Digital Channels Does Saicom OmniContact Support?
Saicom OmniContact supports various digital channels commonly used for business communications and contact management, including email, phone, social media platforms, messaging apps, and more.
Enhance your omnichannel support with OmniContact call centre software. Get in touch with Saicom today.
Can I Integrate My Email Accounts with Saicom OmniContact?
Yes, Saicom OmniContact allows you to integrate multiple email accounts, including Gmail, Outlook, Yahoo Mail, and others, to manage contacts associated with those accounts within the platform
Contact Saicom to simplify your email communications today.
Is Saicom OmniContact Suitable for Remote Call Centre Operations?
Yes, Saicom OmniContact is well-suited for remote call centre operations, offering cloud-based accessibility and remote agent capabilities.
Customer service agents can access the platform from anywhere with an internet connection, enabling secure and flexible work arrangements without compromising productivity or customer service quality.
Support your remote teams with Saicom’s OmniContact call centre solution. Enquire today.
Does Saicom OmniContact Support Integration with CRM Systems for Call Centre Operations?
Yes, Saicom OmniContact offers integration with popular CRM (Customer Relationship Management) systems such as Salesforce, HubSpot, Zendesk, and others, to enhance call centre operations. This ensures seamless data synchronisation, enabling agents to access customer information and provide personalised service.
Streamline your CRM and transform your business communications with Saicom’s OmniContact contact centre solutions. Contact us now.
Can Saicom OmniContact Be Used For Inbound Call Management?
Saicom OmniContact offers all the features specifically designed for managing calls, including call routing, IVR (Interactive Voice Response) integration, call queuing, and intelligent call distribution. These features ensure efficient handling of all incoming calls.
Optimise your incoming calls with Saicom’s OmniContact call centre management solutions. Enquire today.
Does Saicom OmniContact Support Outbound Calling Campaigns?
Yes, Saicom OmniContact facilitates campaigns for outbound calls through its dialer functionality. It allows call centre agents to make outbound calls efficiently while providing features such as call scripting, call recording, and campaign management to enhance productivity and effectiveness.
Boost your outbound campaigns with Saicom’s OmniContact call centre management solutions. Contact us today to get started.
Is My Data Secure With Saicom OmniContact?
Yes, Saicom OmniContact prioritises data security and employs robust measures to protect your contact information. It utilises encryption protocols to safeguard data transmission and storage, and regularly updates its security measures to address potential vulnerabilities.
Enable robust data security measures and protect sensitive customer information with Saicom’s OmniContact solutions. Contact us to learn more.
How Does Billing Work?
OmniContact works on a high-water mark model. There is a minimum requirement of ten seats per month as a basis. You are charged based upon the highest number of unique active agents that interact directly with a channel (Voice, Email, WebChat, WhatsApp, Tiktok etc). System Administrators and QA functions that do not interact with call queues are not included in the billing.
Transform your business goals and overall performance with Saicom’s OmniContact contact centre solutions. Enquire to get started today.