Built-to-fit cloud contact center technology backed by decades of CX operating expertise
Blue Ocean designs, manages, and supports custom contact center as a service (CCaaS) solutions that integrate with your preferred systems or serve as an all-new foundation. Deep expertise with AWS and Amazon Connect and over three decades running contact centers ourselves enable us to build SOC 2-compliant, scalable environments that align with the way your operations work. Each custom CCaaS solution is built around your channels, routing needs, integrations, reporting, compliance requirements, and operating model. Your agents, supervisors, and customers get a platform designed to perform the way they need it.
The Problem This Solves
Rigid, off-the-shelf contact center platforms can limit how quickly your operation adapts to customer expectations and business change.
Many organizations have already moved to the cloud, but that does not always mean they have the flexibility they need. Standardized platforms can come with rigid licensing, fixed functionality, lengthy change cycles, and integration constraints that force the operation to adapt to the technology. Legacy and fragmented systems can create additional risk around resilience, reporting, security, and support. Leaders need a contact center environment that can evolve around the business instead of holding it back.
Common challenges we help address include:
- Aging or end-of-life contact center platforms
- Disconnected voice, chat, email, SMS, social, and digital channels
- Limited real-time and historical reporting
- Manual processes that slow down agents and supervisors
- Rigid licensing models and lengthy change cycles
- Gaps in redundancy, continuity, security, or data residency
- Difficulty integrating contact center tools with CRM, workforce, knowledge, QA, analytics, and reporting systems
What a Custom Contact Center as a Service Is (And Isn’t)
CCaaS moves contact center capabilities into the cloud, but the value depends on how well the environment fits the operation. With Blue Ocean, custom CCaaS means designing the technology around how your business actually works. We can augment existing systems, configure and integrate the capabilities you need, or build the full contact center environment from the ground up. Our technical experts and managed services help keep the solution working, supported, and evolving as your needs change.
It Is:
- A custom, modular solution that can connect voice, chat, email, SMS/text, social, and video
- A flexible CX solution that can scale capabilities up or down as needs change, with commercial options aligned to the engagement
- An integrated environment that can connect with CRM, workforce management, quality, analytics, knowledge, reporting, and operational systems
- Managed services and ongoing support from technical experts and solution architects
- Cloud infrastructure designed around security, privacy, compliance, redundancy, and data-residency requirements
- Real-time and historical dashboards, automated reporting, recordings, QA, analytics, workforce-management capabilities, and AI that can be layered in when the use case and ROI support it
It Is Not:
- A rigid, off-the-shelf platform that forces your operation into fixed functionality, inflexible licensing, or lengthy change cycles
- Technology that is simply resold or repackaged without the contact center expertise to make it work
- A one-size-fits-all model or AI added simply to check a box
- A lift-and-shift of existing systems that carries the same limitations into the cloud
How It Works
Assess:
We start by understanding your current environment, channels, contact volume, business lines, security and compliance needs, existing technology, and the operational requirements that should shape the solution.
Design:
We design a built-to-fit architecture around how your customers and teams actually work, selecting the right AWS and Amazon Connect components, channels, routing, integrations, reporting, and managed services without forcing unnecessary functionality.
Build & Integrate:
We configure, build, and integrate the solution around your environment, augmenting existing systems where they work and creating new capabilities where they are needed while protecting continuity, security, and resilience.
Support, Optimize, & Evolve:
Our technical experts help maintain and evolve the environment after launch using interaction data, reporting, and operational insight. Capabilities can be adjusted as needs change, and new technology, including AI, is added when the use case and ROI support it.
Where This Fits in the Bigger CX Picture
Contact center as a service can stand alone for organizations that want to keep customer service delivery in-house while modernizing the technology behind it, or it can provide the technology foundation for a broader CX model. Because the approach is modular, organizations can start with the capabilities they need now and expand or integrate additional Blue Ocean services as priorities evolve.
It is commonly paired with:
– Human-Led CX
– Digital CX Automation
– Intelligent Escalation
– CX Performance Improvement
Why Blue Ocean for Contact Center as a Service
Blue Ocean combines flexible cloud architecture with the perspective of a company that grew up operating contact centers, not simply implementing or reselling software. That operating experience helps us configure the technology around real customer journeys, agent workflows, performance needs, and business requirements.
– A custom Blue Ocean CCaaS solution powered by AWS and Amazon Connect, configured around your use case rather than delivered as an off-the-shelf package
– Decades of contact center operating expertise across customer journeys, QA, workforce management, and performance, plus deep quality and conversation analytics experience with CallMiner
– Modular architecture and flexible commercial approaches that can evolve without forcing rigid licensing, unnecessary functionality, or lengthy change cycles
– Technical experts and managed services grounded in stewardship: right-size the solution, address security, redundancy, and data-residency needs, and add new capabilities only when they support the operation and customer experience
Who This Is Best For
A strong fit for organizations that:
– Are constrained by an off-the-shelf cloud platform, aging technology, or fragmented systems
– Have internal agents but need the cloud technology, architecture, and managed services behind them
– Need to integrate existing systems and capabilities rather than replace everything
– Manage customer interactions across multiple channels or business lines
– Need to scale, configure, or add capabilities without rigid licensing or long change cycles
– Want a partner that understands contact center operations, not just software
Modernize your contact center without losing sight or ownership of the operation
Let’s talk about where you are, where you’re headed, and how we can build a custom, flexible contact center solution around your operation without forcing you into an off-the-shelf model that doesn’t fit.