A CCAIA Vendor Member Spotlight

This past meeting in Atlanta, Service Ocean graciously sponsored the dinner. They have been a longtime supporting vendor member of the association and we want to honor them and the outstanding work their accomplishing overseas, impacting and improving the industry day-by-day.

Service Ocean: Reducing Hold Times, Improving CX

Who they are…

ServiceOcean: 50% lower call abandonment rate, improving handled calls & CX

Every contact center manager knows the feeling. You've optimized your schedules, refined your forecasting models, and invested in workforce management tools, yet peak periods still generate abandoned calls and frustrated customers who hang up and redial into the same overloaded queue. For decades, the industry's answer to abandonment has been a supply-side one: hire more agents, improve shift coverage, forecast better. ServiceOcean was founded on a different premise entirely.

Built in Switzerland in 2013, ServiceOcean challenges the assumption that abandonment is purely a staffing problem. Their argument is straightforward: most contact centers manage only one side of the capacity equation. They optimize supply through workforce management while leaving demand completely unmanaged. Callers arrive whenever they think of their issue, pile up during peaks, and abandon when the wait becomes unbearable. ServiceOcean addresses the demand side by giving callers more options than only abandoning.

What they do (and why it matters)

ServiceOcean provides scheduled callback software that gives callers meaningful alternatives before they abandon.

Instead of forcing customers to sit on hold, ServiceOcean enables approaches such as:

• Scheduled callbacks: Up-to-the-minute callback appointments matched to verified agent capacity, so the scheduled time is a genuine commitment rather than an estimate. Unlike courtesy callbacks that simply hold a caller's place in an unpredictable queue, ServiceOcean calculates available capacity in real time and only offers time slots it can actually fulfill.

• Virtual waiting / courtesy callbacks: The system waits on behalf of the caller and calls them back when capacity opens.

• Option to wait: For callers who still prefer to stay in queue.

• Online scheduling: Letting customers schedule callbacks via web and app channels, including links from newsletters, before they ever enter the phone queue.

For a contact center manager, the operational implication is significant. Calls that would have been lost during peak periods get redistributed to valley periods where capacity exists. The same agent headcount handles more calls, abandonment drops, and the repeat call cycle that inflates volume artificially begins to shrink.

ServiceOcean also applies A/B testing to continuously improve caller decision-making, and includes features aimed at recovering abandoned callers through their "winback" approach.

Industry Impact

On their site, Contact Centers using ServiceOcean highlight outcomes such as:

• 50% fewer abandoned calls

• 85% cost advantage vs staffing more agents

• 96% caller satisfaction

The team at ServiceOcean is exceptional. Thomas Addison, specifically, has been highly involved with the organization and has developed some extremely high caliber insights that raise the standard of what it means to be a CCAIA vendor member.

Why we’re grateful for ServiceOcean’s participation

What makes ServiceOcean stand out in our vendor community is not just what they build—it’s how they show up.

They’ve been an extremely engaged Vendor Member: participating constructively, supporting a healthy exchange of ideas, and contributing in a way that aligns with CCAIA’s education-first mission. We deeply appreciate ServiceOcean’s continued involvement, their thoughtful presence, and the support they provide to the association and its members.

OTHER NEWS

Upcoming Opportunities

The following events are hosted by our Association Members and Industry Partners and are shared for educational purposes.

February 25 – Webinar: Voice AI in 2026: What’s Next for Contact Centers - hosted by Regal.ai

March 10-12 – Enterprise Connect - Informa (discount available for CCAIA members).

March 19 – Webinar: Designing Voice AI for the Realities of Insurance Contact Centers - hosted Regal.ai

March 25 (NYC) – In-Person Fireside Chat with Kin Insurance: What Happens After You Actually Deploy Voice AI Agents in the Contact Center - hosted by Regal.ai

Are you a vendor with educational content or events to share? Reach out to [email protected] to have your opportunities featured.