Fully integrated doesn’t have to mean plugged in.
We help you choose, deploy, and integrate the right cloud contact center platform by connecting it to the systems your teams rely on. But being fully connected doesn’t have to include tripping over wires in the server room — in fact, it doesn’t even require a server room.
CCaaS & Integration
Cloud contact center platforms, tailored to you
Legacy on-premises contact centers weren't built for today's pace of change. Agents must juggle disconnected tools and systems, customer data remains trapped in silos, and even simple changes - like adding a channel or opening a new location - can take months to implement.
A cloud contact center brings everything your team needs together in a single, integrated environment, making it easier to scale, adapt, and deliver the consistent experiences customers expect. When you're ready to make the move, GTS can guide you every step of the way - from strategy and migration to adoption and optimization - so your teams can stay focused on serving customers while we handle the transformation.
What We Do
CCaaS advisory and selection
We assess your needs and goals to help you choose the right platform – whether it’s Genesys, NICE, Five9, or Google CCaaS – with a clearly defined business case.
Deployment and migration
We help you stand up your cloud contact center and migrate away from your legacy or on-premise system, with minimal disruption to daily operations.
Systems integration
Seamlessly connect your new contact center solution to your CRM, ticketing, telephony, and back-office systems through APIs so data and context follow every interaction.
Workforce engagement and quality
We work with you to deploy workforce management and real-time agent assist solutions - including our proprietary solution OmniAssist - so you can manage quality, accurately assess needs, and continuously improve performance.
CX advisory and optimization
We help you design the customer journeys, routing, and reporting that turn your platform into a tool for measuring and improving customer outcomes.
Our Approach
Our strategy for breaking free of the on-prem gravity well and achieving atmospheric escape velocity.
Assess, Define & Design
We work with you to establish governance and success measures, assess your current state and future requirements, select the platform, and approve a design and migration plan before build.
Build
We work with you to establish governance and success measures, assess your current state and future requirements, select the platform, and approve a design and migration plan before build.
Test & Scale
We test call flows, integrations, and failover conditions, complete QA and UAT, then cut over to production with a detailed plan - including change management and supervisor and agent enablement.
Optimize
We regularly review performance against your chosen success criteria, tune routing and configuration from real traffic data, and transition to Managed Services & AIOps for ongoing support.
Industries We Serve
Government
Move constituent services onto a secure cloud contact center that scales with demand, connects to your records, and supports a “No Wrong Door” experience that guides people to the information and services they need.
Finance
Consolidate channels onto a compliant cloud platform integrated with your core banking and CRM systems.
Retail
Unify voice, chat, and digital channels on one platform that flexes through seasonal peaks and scales with your growth.
Healthcare
Connect your contact center to EHR and scheduling systems for secure, compliant, coordinated patient communication.
Higher Education
Bring admissions, financial aid, and IT support onto one connected platform for a consistent and supportive student experience.