Tech Talks: A Cloud Contact Center Success Story

Cloud computing illustration with different device connections

In order to serve as a trusted advisor to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in person training from these vendors. Our Tech Talks blog series offers a snapshot of these educational sessions.

Cloud contact center as a service (CCaaS) offerings have become increasingly popular in the business world as companies seek flexible, highly accessible and easy to deploy communication solutions. Our team recently met with a cloud contact center provider and partner to review a recent sale we both contributed to. Here’s a quick overview of the essential details about the provider, client, and contact center solution.

Provider Overview
The solution provider focuses on delivering simple, smart, and agile cloud-based solutions and has a track record of 16 years of cloud innovation. They have 83,000 users around the world, 3 global offices, and have handled more than 3 billion interactions. Their cloud contact center solution seeks to support exceptional customer experiences anywhere and at anytime with high-level security, multiple channels, instant scalability, and an open API architecture that allows for easy integration with other systems.

The contact center solution employs multi-channel routing (encompassing voice, SMS, email, chat, Facebook messenger, and third party work items) and gives agents the ability to have simultaneous interactions via various channels through one unified desktop with integration customer contact management (or through a toolbar embedded in their CRM).

Additionally, for end users who must comply with IT security regulations, the provider employs a thorough multi-layered approach to security that meets industry standards such as PCI-DSS and HIPAA.

Client Overview
Our client assists employers and employees in finding and purchasing health insurance, in addition to managing health care expenses. Their mission is to guide consumers through the complicated realm of health insurance and reinvent health benefits to make them simpler and less costly. 

How We Brought Them Together
Our team of expert cloud consultants worked with the client’s chief technology officer and other leaders to analyze the business and determine its unique needs. Based on our team’s extensive research, we were able to pinpoint a specific cloud contact center solution that would be the best fit for the client. The solution’s flexible pricing, ability to let the client make changes on the fly during busy seasons, and CRM integration were some of the key features that helped seal the deal. The fact that the client was able to test the solution out for 30 days also influenced their final decision.

Our client was able to find a cloud-based solution that was the best fit for them thanks to our team’s considerable knowledge, experience, and connections in the cloud provider space. Our vendor agnostic approach and the in-depth research we conduct on a wide range of providers allows us to serve as a trusted advisor to our clients and give them an edge they wouldn’t get if they attempted to shop around by themselves. To learn more about our cloud consulting services, please email or call 877-599-3999.

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