Author Archives: Jason Kemp

Cyber security matters

Cyber Security Matters – Why Secure Partners Are Essential

Introduction

Cyber Security has been hitting the headlines for all the wrong reasons over the last month. From the giants of JLR to small businesses such as Kido Children’s Nursery, is no business safe? We’ve even heard of a business in the credit and collections industry being targeted by hackers.

In today’s digital world, cyber threats are a constant risk for businesses of all sizes. From data breaches to ransomware attacks, the consequences of inadequate security can be devastating. Financial losses, reputational damage, and operational downtime.

At Saascoms cyber security matters. With millions of customer records on our platforms, we understand our responsibilities.

Cyber Essentials Logo

Why Cyber Security Should Be a Top Priority

Cyber attacks are evolving rapidly. According to recent studies:

  • 60% of small businesses close within six months of a cyber attack.

  • The average cost of a data breach for JLR has been estimated at £50m per week!

  • Human error is one of the leading causes of security incidents.

These statistics underscore the need for a proactive approach to cyber security, especially when choosing technology partners.

The Role of Secure Partners in Cyber Security

Partnering with providers who are Cyber Essentials Plus ensures that your business benefits from:

  1. Verified Security Practices
    Cyber Essentials certification confirms that the provider adheres to strict security protocols, including secure network configuration, access controls, and malware protection.

  2. Reduced Risk of Data Breaches
    Certified partners are less likely to have vulnerabilities that hackers can exploit, minimising the risk to your business and your customers.

  3. Regulatory Compliance
    Working with certified partners helps ensure compliance with GDPR, ISO standards, and other industry regulations.

  4. Business Continuity
    Secure partners implement robust systems to prevent downtime, ensuring your operations remain uninterrupted in the face of cyber threats.

computer hacker

How Saascoms Prioritises Cyber Security Matters

At Saascoms, security is at the core of our platform:

  • Cyber Essentials Plus: we follow all guidelines to meet high cyber security standards.

  • ISO27001: the international standard for information security management systems.

  • Microsoft Azure Hosting: UK hosting of all data, software platforms and testing platforms.

  • UK Software Development: all software developed in the UK to ensure security and code control.

By working with Saascoms, businesses gain a trusted partner that prioritises cyber security at every level, giving peace of mind to both teams and customers. We regularly stress and pen test our systems for any weaknesses to ensure confidence and peace of mind for our clients.

Benefits of Partnering with Secure Providers

  • Peace of Mind: know that your operations are backed by certified, secure practices.

  • Stronger Reputation: customers and stakeholders trust businesses that prioritise cyber security.

  • Minimise Risk: reduce the likelihood of breaches, fines, and downtime.

  • Scalability & Compliance: grow your business with confidence that security standards are maintained.

cyber attack

Conclusion: Cyber Security Starts with Secure Partnerships

Cyber security is no longer optional, it’s a critical element of modern business strategy. By partnering with secure, Cyber Essentials certified providers, businesses can reduce risks, maintain compliance, and safeguard their operations.

Saascoms is committed to providing a secure, reliable platform, ensuring that your customer data, communications, and workflows remain protected.

credit & technology awards

Saascoms Shortlisted for 10 Credit & Technology Awards!

Introduction

Saascoms is delighted to announce we have been shortlisted for 10 awards at the Credit Connect UK, Credit & Collections Technology Awards. This is a fantastic achievement and recognition for the team, our partners, suppliers and clients.

The Credit & Technology Awards

Since 2017 the Credit & Technology Awards have been recognising excellence in the credit and collections industry through the use of technology. The last eight years have seen huge advances in AI which have revolutionised the sector. The awards are presented at a formal evening which this year takes place on the 20th November at the Midland Hotel Manchester.

This year there are a total of 19 awards to be handed out.

Saascoms History at the Awards

Saascoms has a proud and successful record at the Credit & Technology Awards, first winning Customer Engagement in 2019, followed by Artificial Intelligence in 2021, Artificial and Contact Centre Solution in 2022 and in 2023 and 2024 Contact Centre Solution. In both 2023 and 2024 Saascoms were also awarded Premier Power Company two years continuously.

Entering the Credit & Technology Awards

The awards require a 500 word submission by the applicant, which is then reviewed by a panel to select the finalists. A further panel then reviews the finalists from which an ultimate winner is selected. The process is competitive, requires technical writing skills and time – which is hopefully worth it in the end.

For 2025 Saascoms has been shortlisted for:

  • Innovation in Collections & Recoveries
  • Technology Innovator – Person of the Year
  • Technology Team of the Year
  • Contact Centre Solution
  • Customer Engagement Solution
  • Payment Solution
  • Vulnerable Customer Identification & Screening Solution
  • Artificial Intelligence in Credit & Collections Solution
  • Best Technology Demonstration
  • Machine Learning in Credit & Collections Solution

Final Thoughts

Although awards do not define an organisation, they do acknowledge the hard work, innovation and professionalism that is undertaken and therefore recognised. For Saascoms, we see our awards success as credit for our continued innovation, teamwork, client and partner support. And hopefully they help build awareness of our business and services.

Cloud Contact Centre

Best Cloud Contact Centre Software: Top Solutions for Modern Businesses

Introduction

Customer support can make or break your brand. Traditional call centres are no longer enough to deliver customer excellence. Customers expect seamless, omnichannel experiences that are fast, efficient, and personalised.

This is where cloud contact centre software comes in. By combining scalability, flexibility, and advanced features like AI-powered automation and analytics, modern contact centre solutions transform traditional customer service.

In this article, we’ll explore what makes the best cloud contact centre software, key features to look for, and why Saascoms stands out as a top choice for businesses in 2025.

Why Choose Cloud Contact Centre Software?

Cloud contact centre software offers significant advantages over traditional on-premise solutions:

  • Accessibility Anywhere – Agents can work from any location, ensuring uninterrupted support for remote teams.
  • Scalability – Quickly adjust capacity as your business grows or during peak periods.
  • Cost-Efficiency – No large upfront infrastructure costs; pay for what you use.
  • Seamless Updates – Receive automatic software updates without downtime.

Modern customers expect multi-channel communication, calls, emails, live chat, social media messages, and even SMS. Cloud software integrates all these channels into a single platform, giving agents full context for every customer interaction.

Key Features to Look for in 2025

  1. Omnichannel Support
    Handle customer interactions across all channels seamlessly, ensuring that every touchpoint is consistent and tracked.
  2. AI and Automation
    From chatbots answering common questions to predictive call routing, AI enhances both efficiency and the customer experience.
  3. CRM Integration
    Integrated customer data helps agents provide personalised support, improving satisfaction and loyalty.
  4. Analytics & Reporting
    Real-time dashboards, KPIs, and insights into agent performance allow managers to optimise workflows and identify improvement areas.
  5. Security & Compliance
    Ensure the software adheres to regulations like GDPR, HIPAA, or PCI DSS, especially if handling sensitive customer information.

Why Choose Saascoms Cloud Contact Centre Software?

Saascoms Omnireach stands out due to its ease of use, robust AI tools, and exceptional scalability, making it a future-proof choice for modern businesses. Multi-award winning, Omnireach is the choice of over 700 global brands, powering customer services for retailers, utilities, finance and credit industries.

How to Evaluate the Best Option for Your Business

When choosing cloud contact centre software, consider:

  • Business Size & Requirements – Enterprise vs SMB, volume of interactions, channels required.
  • Feature Set vs Cost – Balance advanced features with your budget.
  • Integration Needs – Ensure compatibility with existing CRMs, ERP systems, and other tools.
  • Ease of Implementation – Look for solutions that allow quick onboarding with minimal disruption.
  • Vendor Support & Reliability – Opt for vendors with strong customer support and uptime guarantees.

Conclusion: Choosing the Right Cloud Contact Centre Software

The right cloud contact centre software can revolutionise customer support, improve operational efficiency, and drive business growth. With advanced AI, omnichannel support, and seamless scalability, solutions like Saascoms empower businesses to deliver exceptional customer experiences.

Contact Saascoms
How contact centre software works

A Beginner’s Guide To How Contact Centre Software Works

Introduction

Customer support is no longer just answering phone calls. Today, organisation must manage inquiries across multiple channels which include calls, emails, live chat, social media, and more.

Contact Centre software is the technology that makes this possible. Modern platforms like Saascoms Omnireach integrate communication, automation, and analytics to help businesses deliver faster, more personalised support.

This guide explains how contact centre software works, its core features, and why it’s essential for modern customer service operations in order to succeed.

What Is Contact Centre Software?

Contact Centre software is a platform that helps organisations manage all customer interactions in one place. Unlike traditional call centres, which focus mainly on phone calls, modern solutions handle omnichannel communication, including:

  • Phone calls
  • Email and SMS
  • Live chat and chatbots
  • Social media messages

Cloud-based software, like Saascoms Omnireach, allows agents to work from anywhere while providing managers with real-time insights into performance.

Core Functions of Contact Centre Software

  1. Call Routing
    Automatically directs calls to the right agent or digital responder based on skill, availability, or customer history, reducing wait times and improving efficiency.
  2. Omnichannel Messaging
    Integrates multiple channels into a single interface, allowing agents to respond to emails, social messages, or chat requests without switching tools.
  3. Ticketing Systems
    Tracks and manages customer issues from start to resolution, ensuring nothing falls through the cracks.
  4. Automation & AI Tools
    Chatbots, virtual assistants, and AI-powered workflows handle routine queries, freeing agents to focus on complex tasks while resolving the majority of day to day questions.
  5. Reporting & Analytics
    Provides real-time dashboards, KPIs, and actionable insights to optimise agent performance and overall customer experience.

How Cloud SaaS Platforms Differ from Traditional Software

Traditional contact centre software requires expensive on-premise hardware, complex installations, and lengthy maintenance. Cloud SaaS platforms offer:

  • Remote Access – Agents can work from any location with an internet connection.
  • Scalability – Easily add or remove users and features as your business grows.
  • Automatic Updates – Receive new features without downtime or manual installation.
  • Lower Costs – Subscription pricing avoids high upfront investments.

SaaS solutions like Saascoms Omnireach combine these benefits with modern features like AI-powered automation, analytics, and omnichannel support.

Real-World Example: How Saascoms Streamlines Customer Support

Imagine a customer sends a query via chat, email, and phone call about an order issue. Without integrated software, these interactions are handled separately, creating delays and frustration.

With Omnireach all communications appear in one user interface:

  • The system automatically creates a single ticket for the order issue.
  • AI suggests the best response based on previous interactions.
  • Managers access real-time dashboards to monitor response times and agent performance.

The result? Faster resolutions, higher customer satisfaction, and improved agent productivity.

Conclusion: Understanding the Technology Behind Modern Contact Centres

Contact Centre software is no longer optional, it’s essential. By centralising communication, leveraging AI, and providing real-time insights, SaaS platforms like Saascoms Omnireach enable businesses to deliver consistent, efficient, and personalised customer support.

Investing in the right contact centre software ensures your business can meet modern customer expectations while optimising operations for efficiency and growth.

what is agentic ai

What is Agentic AI? And what does it mean for customer experience

Introduction

You might just be getting your head around AI and the world of ChatGPT, Android Gemini and Apple Intelligence. However, the game has already moved on from Generative AI to Agentic AI. So what is Agentic AI? And what does it mean for customer experience?

Agentic versus Generative – what’s the difference?

Generative AI uses LLM’s (Large Language Models) to generate a response based on the prompt it is given. The AI is trained on information and builds appropriate responses which are predetermined by the question asked. Think about your typical customer services Chatbot and invariably it will be powered by Generative AI. As a result it is only as good as the information it learns from and the instructions it has been given. Saascoms Omnireach uses Generative AI and it can resolve up to 93% of customer queries.

For instance a customer may ask a Chatbot, ‘I think my account has been hacked or compromised, there are card payments that are not mine.’ The Chatbot will analyse the wording and may respond with, ‘Would you like me to freeze your account and pass you to an agent?’

As the name suggests, it ‘generates’ an answer but waits for a further prompt to take action.

Agentic AI on the other hand still uses LLM’s. However, the main difference is it aims to solve the problem entirely. So what is Agentic AI? In the example above the Agentic AI may respond to the prompt with, ‘Your account has been frozen and the investigations team has been informed.  A new card has been issued which you will receive within 3 days and we will call shortly to discuss the queried payments.’ Agentic AI doesn’t wait for further prompts, it takes multiple steps to solve the task.

This short VIDEO is a good explainer into the new world of Agentic AI.

Use Cases for Agentic AI

So here’s where fact meets fiction, we’ve used AI to generate the list of use cases for Agentic AI. Here’s a selection:

  • Cyber Security – real time threat detection, stress testing (and repair of weaknesses) and active threat hunting. AI can become the security guard for your systems.
  • Finance – from virtual Financial Advisor to Fund Manager, making investment choices through live data analysis and personal recommendations and action.
  • Supply Chain – advanced stock replenishment and supplier performance analysis, workflow efficiencies and distribution management.
  • Customer Services – end to end problem solving (as per our example) and streamlined experiences.
  • Healthcare – active diagnosis based on symptoms, drug development (AI has recently developed new antibiotics) and patient monitoring (actively linked to a smartphone or watch).

Summary

What is Agentic AI? An Artificial Intelligence that is developing rapidly and will impact on nearly all our everyday lives. It is what most people already thought AI was about; decision making, analysis, end-to-end workflows and more. It has the potential to change all our lives, how we work, what jobs we do and how we interact with the world.

most popular credit products

Consumer Debt – what are the most popular credit products?

Introduction

The UK is a credit nation, we discussed this in a Blog only a few weeks ago. The findings were based on a report by the House of Commons Library which we used to compare the UK to other nations. We made comments on how cultural and economic differences impact on the use of credit. In this blog we ask, what are the most popular credit products?

What are Consumer Credit Products?

When we refer to consumer credit products we are including any type of consumer credit, from a deferred sofa payment to a repayment mortgage. Or a secured personal loan to a bank overdraft or credit card balance. Consumer credit products typically have an interest rate or APR, unless they are 0% as part of a deferred ‘buy now pay later’.

As consumers many of us are used to credit in our everyday lives. From a mortgage for our home, car loan, 0% interest for furniture, credit card balance, overdraft or payday loan. But what are the most popular credit products in the UK?

Popular Credit Products

As a nation of homeowners it’s no surprise that over a quarter of adults have a mortgage. Or that nearly one in two adults have some form of regulated credit. Credit card and overdraft, should either be prolonged, are often better converted into a personal loan. Typically this offers a more competitive interest rate.

consumer debt

Demographic Trends

Within the adult population that have consumer credit products, the peak age group is 35-44 years. This would be typically when the average family has young children, careers are still being built and credit is used to purchase items and experiences. The lowest age group for credit are the over 75’s. They have either built financial security or due to retirement are limited by what they need or can afford.

Typically credit is most widely used by adults earning £50k – £100k per annum, which is symptomatic of the lifestyle they are looking to create. Those on very low incomes tend to have less credit products (due to affordability). However, they have the highest percentage of high-cost credit – which tends to include catalogues and payday loans.

Summary

As an observation of the UK, the credit products taken out by the population provide insight into where future issues may arise. Therefore we can take steps to avoid future financial hardships. For middle class incomes, mortgage and income protection products may protect against job losses or health issues. For low income adults, trying to avoid high cost credit and use high street banking or family loans may offer a cheaper solution.

At Saascoms we’re not financial advisors or planners. But as our software powers the credit and collections industry it’s important we stay in touch with the market.

Levelling the customer services playing field

Levelling the Customer Services Playing Field with performance driven software

Introduction

Customer services, customer experience and contact centre software are big business. In the UK, according to the Office of National Statistics (ONS) there are over 1.3m people employed in the industry. For small and medium sized organisations, levelling the customer services playing field can be a challenge due to the resources of larger businesses. State of the art phones systems, AI software and digital platforms are all expensive to develop.

levelling the customer services playing field

The Saascoms Model

At Saascoms, we have developed award winning customer services and contact centre software which powers over 700 brands across the globe. As a third-party developer, we have economies of scale driven by a significant client base. This enables our clients to contact on their core business, not developing expensive software.

Our solutions have been levelling the customer services playing field since 2004, by offering a pay as you use solution. As a result, small and medium sized organisations can benefit from state-of-the-art customer service solutions – without a prohibitive price tag.

At Saascoms we don’t set contract lengths or minimum use clauses. We tailor our software solutions to each and everyone of our clients, which is why we have over 95% client loyalty.

levelling the customer services playing field

Saascoms Customer Services Solutions

At Saascoms we have award winning customer service solutions whatever the size of your contact centre. We’re levelling the customer services playing field with our platforms:

  • Omnireach – combine all your digital customer contact threads into a single communication. From Webchat to SMS, Email to WhatsApp, Omnireach delivers a seamless customer journey which is powered by advanced AI. Should the AI not be able to provide a resolution, all the communications are forwarded to a live agent on a single screen.
  • Mailmaster – delivering secure letters digitally be either SMS or email. Reduce your postage and print costs, increase engagement and reduce your carbon footprint.
  • Resolution – the self-serve debt management portal which provides your customers with the power to manage their repayments and clients with an immediate snapshot of activity. Designed for DCA’s, Retailers and Utilities in mind.

Conclusion

Global brand or small business, Saascoms is levelling the customer services playing field for organisations. Winner of the National Innovation Award and multiple Credit & Technology Awards you can be confident in Saascoms. Plus, be secure in the knowledge our UK developed solutions will reduce costs, drive efficiencies and increase customer satisfaction.

For a demo or more information – get in touch.

back 2 school

Back 2 School – Managing the Family Finances

Introduction

The School Holidays – great for kids, not so great for parents or their bank balance. Childcare, entertainment, time off work, extra food, new phone, new laptop, extra electric, gas, water, holiday clothes, new uniform, holidays and day trips…need we go on? Managing the family finances is a balancing act for many.

Family income and expenditure has been under pressure for a few years now, however, we still want the best for our children and for them not to miss out. At Saascoms we work closely with the Credit and Collections industry and as a member of MALG we understand how easy it is for debt to creep up on families.

managing the family finances

A financial shock to a family with a stretched income and little in emergency funds can have a massive impact. An illness, accident, redundancy, pregnancy, and many other events can create financial hardship overnight.

So how do we enjoy the School Holidays without financial stress?

Managing the Family Finances

Plan

Sounds simple, but if you have an outline of activities, childcare, day trips and holidays it will be easier to calculate the budget you need. Don’t just wake up and wing it every day!

Budget

Set a daily or weekly budget and stick to it. If you go above budget one week, then go under the next. This way you can manage expenditure.

Clear Out and Sell!

Spring clean the kids rooms, garage and shed, then it’s off to the Car Boot and the Charity Shop. Turn those old toys into cash and get the kids to treat you with their takings! It’s the Bank Holiday Weekend coming up – perfect timing.

Bob a Job

Showing our age here, but teach your kids the value of money by getting them to help in the garden, round the house or cleaning the car before they get treated. A good work ethic based on reward for jobs done isn’t something they learn at school.

Bargain Hunt

Coupons, offers, meal deals – don’t pay full price unless you have to! Look for refurbished Phones and Laptops, many of which come with a warranty and are good as new. Try Meelie Mobile for instance.

school book

Conclusion

The Summer Holidays don’t have to be expensive. Bake a cake, paint and craft, games in the park, picnics in the sun (we’ve had a pretty good summer so far), join local kids clubs etc. Fun doesn’t always start with cash.

At Saascoms we have families too and know the summer holidays can be both a blessing and a curse. Hopefully our tips might have helped!

customer service satisfaction levels

Customer Service Satisfaction Levels – the secret to building your business?

Introduction

If only companies and organisations had customer service to match their sales channels? Just how powerful and successful would they be? Sales tends to be seamless, whether online, instore, by App or social media – purchasing is the easy bit. However, should the product or service not live up to expectation, just how easy is it to rectify? Customer service satisfaction levels are not where they should be.

The Good

According to the Institute of Customer Service and their most recent awards ceremony, the likes of Ocado, Specsavers, Octopus Energy, Dulux Decorator Centre are all worth a mention. Outsource Accelerator also names John Lewis, Amazon, British Airways, M&S and more. Good customer service promotes loyalty, referrals and positive feedback. Remember it’s cheaper to keep a customer you have than attract a new one!

customer service advisor

The Bad

According to the UK Customer Satisfaction Index, levels are at their lowest since 2010, which has been predominantly caused by cost pressures on organisations, staff shortages post Brexit and lack of investment. A New Britain survey in 2025 found 78% of respondents were frustrated by customer services responses. So we have a very real problem in terms of the quality of customer service.

Annoyed at customer service

The Ugly

So where are customer service satisfaction levels at their lowest? The sectors ranked the most frustrating by consumers from the worst include: GP and NHS Appointments, Local Council Services, Energy Suppliers, Train Operators, Broadband and Insurance companies.

On the whole Public Sector ranks lower than Private Sector, but is that to be expected as you don’t have choice in the Public Sector?

Customer Service Satisfaction Levels – how Saascoms can help

Saascoms Contact Centre, Customer Services Software and messaging services are currently utilised by over 700 global brands, helping them deliver outstanding customer service.

Omnireach is our signature product, delivering multi-channel digital communications driven by AI to reduce customer waiting times. Omnireach resolves up to 93% of issues digitally and for clients ‘serve more customers accurately and reduce contact centre costs’.

Mailmaster can securely send digital letters to customers, speeding up the delivery process and reducing postage costs. It can also be used for setting appointments, customer surveys and more.

txtpro is our SMS service ideally suited to marketing campaigns or communicating important information to customers. All from a self-service portal.

Resolution is our self-serve debt management portal. Financial debt is a sensitive and emotional subject, Resolution gives the power and the dignity back to the customer to manage repayment plans.

Man v Robot

Conclusion

Good customer service can improve brand reputation, increase customer loyalty, customer referrals and positive word of mouth. Bad customer service satisfaction levels can impact your brand, your top and bottom line and lead to negative feedback.

Saascoms software solutions can deliver tangible improvements to your customer services rating, while helping increase efficiencies, reducing costs and increasing satisfaction.

Conversational RCS

Conversational RCS – Rich Communication Services

Introduction

At Saascoms we are not a company who likes to stand still.  If you have seen our blog on RCS (Revolutionising Customer Communication with RCS Integration) then you will already know the benefits of branded SMS.

We have successfully deployed RCS for several of our clients, and they are reaping the benefits of verified SMS. The next step is how to integrate RCS into conversational SMS. Currently two-way SMS requires a virtual number to be presented on the outgoing SMS, essentially it looks like a mobile number.  This is a UK mobile network requirement.

Conversational RCS

However, RCS allows the sender ID to be either alpha or numeric value (11 digits/characters) meaning you could send the RCS SMS with your company name, which of course would improve customer engagement.

One standout feature is redefining the economics of customer engagement: the 24-hour inclusive chat window, all for a one-off price of just 12p.

Once a customer engages with your brand by replying or sending a message – a 24-hour inclusive chat window opens. During this period, your business can send unlimited RBM messages to that customer, all under a single pricing event.   That entire 24-hour window is priced at just £0.12 per conversation.  No per-message charges. No hidden fees. Whether you send 1 message or 20, it’s all covered.

Who Benefits from Conversational RCS?

Brands who either:

  • Have a high margin on a sale or support request and are very brand sensitive
  • Brands who have protracted message communications i.e. they tend to send 4 or more SMS to their client before a resolution is reached. 

Who Doesn’t Benefit from Conversational RCS?

While the 24-hour window offers great value for many brands, it’s not ideal for every use case:

  • Unproductive Inbound Messages If your business is vulnerable to unproductive customer messages, these could unintentionally open chargeable 24-hour. For example, people replying to your broadcast SMS i.e. stop, who is this? etc.
  • Low-Volume or less than four-and-Done Support For businesses that typically resolve issues in a single back-and-forth message (e.g., sending a delivery time, confirmation, balance check, etc), the 12p fee may be higher than needed. In such cases, a pay-per-message pricing model might be more economical.
  • High Sensitivity to Cost Per Resolution: Companies with razor-thin margins or large-scale inbound activity should carefully weigh whether the flat session fee aligns with how often customers actually re-engage within that 24-hour window 

In Conclusion

Conversational RCS is more than a messaging upgrade; it’s a chance to rethink how your brand connects with customers.  That said, as with any messaging model, it’s important to evaluate the fit into your engagement strategy.

Contact Saascoms