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Our Contact Center Expertise
The Contact Center Evolution
The traditional call center has evolved into a customer interaction center whereby your business can effectively communicate and collaborate with your valued customers who are becoming more and more sophisticated with technology. It is imperative that IT collaborates with business leaders to understand the current and future needs of the business and how the customer base prefers to communicate including phone, email, SMS, online chat, and social media.
Our team has the consultative tools and experience to simplify the process of selecting a cloud-based contact center that will meet your current and future needs. We have a vast portfolio of contact center solutions, each with their own advantages and market position. From basic low-cost options all the way up to the global industry leading solutions for large enterprises, we will bring forward and evaluate the best options for you.
The Modern Contact Center
The workforce is also changing, enabling contact center employers to bring on talent with specialized skills. Modern contact center solutions can allow employers to take advantage of the global talent pool and to quickly incorporate them into a single platform wherever they prefer live and work.
Unified Cloud-Based Approach
Cloud-based contact centers are now a proven technology that offer a unified approach for handling multichannel customer interactions with real-time visibility into performance and tools to optimize employee productivity. The cloud model also ensures that you can plan for future business needs and take advantage of feature roll-out without complex and costly upgrades.
Common Features of Cloud-Based Contact Centers:
- Voice Self Service
- Multichannel Routing
- Outbound Dialing
- Real-time and Historical Reporting with Analytics
- Marketing Compliance
- CRM and UC Integrations
- Workforce Optimization
- Business Process Automation
- User-Friendly Agent, Supervisor, and Administrator Interfaces