Common components

Contact Centre Technology Service (CCTS)

Part of
Architecture: work in progress collection
Last reviewed
14 October 2026
Owner
Head of Architecture

Contact Centre Technology Service (CCTS)

CCTS provides a shared contact centre telephony capability with associated services such as non-geographic numbers, Interactive Voice Response (IVR), call management, recording and reporting. It's currently used by the following DfE service lines.

  • Ministerial and Parliamentary Communication Division (MPCD)
  • Teachers Qualification Unit (TQU)
  • DfE Service Desk
  • ESFA Customer Services
  • Human Resources
  • Press Office
  • Standards and Testing Agency (STA)

Initial (Phase 1) deployment of CCTS focused on providing core contact centre telephony capabilities. Future phases will focus on integration with other common components and delivery of additional communication channels as shown below.

Image showing capabilities and delivery phases for CCTS

Further guidance

Email Mark Hubbard at mark.hubbard@education.gov.uk to find out more about CCTS.