The CCaaS market is a hotbed of innovation driven by advanced tech like AI and automation alongside a big shift to the cloud. Small wonder Maintel is doubling down with CEO Dan Davies looking to capitalise on double-digit segment growth.
CCaaS is one of Maintel’s most profitable divisions so it’s no surprise that its in-house development teams continue to drive growth through the creation of applications, integrations, customer portals and quote-to-cash tools, and integrate these solutions into application, infrastructure and orchestration platforms. “The development of complementary integrations and applications that enhance our core CCaaS platforms is a key driver of higher margins, along with integrating AI technologies into the base offering,” stated Davies. “Our platforms allow us to automate and orchestrate complete end-to-end services.”
Davies noted that Maintel focuses its efforts across three strategic pillars, the second one being customer experience and CX technology. “The core focus of this pillar is the high growth CCaaS market,” he added. “Analysts forecast double-digit annual growth in the CCaaS space and our future planning is heavily based on how AI will enhance our product and service offerings and drive more revenues.”
Group revenue for the financial year 2024 was £97.9 million (2023: £101.3 million), and cloud communications recurring revenues grew by 7.9 per cent to £17.3 million (2023: £16 million), with the majority of growth coming from cloud contact centre services. And while Maintel continues to secure more public and private cloud contracts Davies has observed an increasing drive towards hybrid models that combine the best of both the private and public cloud worlds. “Maintel is looking to capitalise on this trend by selling solutions that are more complete than out of the box offerings,” he added.
The shift to remote and hybrid work models is also revolutionising the contact centre, boosting agent efficiency and cutting churn. “AI is at the forefront of this transformation, driving superior customer experiences across omnichannel platforms,” commented Davies. “As customer demand for personalised service intensifies, challenges around data security and regulatory compliance are coming into sharper focus. Nevertheless, the market is set for continued growth, fuelled by ongoing technical investments and strategic integrations across business functions. As part of this we look at customer outcomes rather than just focus on the technology – this gives us a competitive edge.”
He also noted that business technology buyers are stepping up their investment levels in CCaaS to improve brand reputation, boost CSAT scores and address challenges such as agent churn, compliance and security issues. “CCaaS helps businesses to not only acquire new customers but also enhance customer experience, leading to greater loyalty and retention,” Davies commented. “Ultimately, customer retention and experience is a key driver of long-term success.”