Tech Talks: AI-powered cloud contact center software boosts agent productivity, enhances CX

A glowing blue keyboard with a phone, envelope, and at symbol hovering over it.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 suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.

An insurance service provider wanted to implement a cloud contact center solution that would allow agents to connect with clients through channels such as email and web chat in addition to voice. The company turned to one of our trusted partners for AI-powered cloud-native contact center software.

With the new cloud contact center solution in place, call center agents had the flexibility to work from home, and managers leveraged performance tiles and real-time interaction data to drive performance improvements. Subsequently, active contact resolution (ACR) increased by 16 percent, CSAT scores improved by 15 percent, and hold times decreased by 12 percent.

You should consider deploying the same call center software to increase productivity and deliver better customer service. Our technology advisors recently met with the supplier’s sales team to discuss their Contact Center as a Service (CCaaS) offering and how automation, AI, and robust reporting features can enhance agent and employee experiences. Here’s an overview of key details about the software developer and the product to help you make a well-informed purchasing decision.

Provider overview

Based in Indiana, this supplier has sought to improve the call center agent experience and business outcomes since 2011. Their software leverages over 200 years of combined experience in the call center industry to empower mid-size organizations and larger enterprises. Their CCaaS platform was the first to utilize ACR as a success metric instead of first contact resolution (FCR), since ACR evaluates agents based on outcomes they can control (whether the client has to contact the company again for assistance within a fixed interval after interacting with the agent). By providing a solution that makes agents’ lives easier, this provider supports improvements in performance, productivity, efficiency, and customer experience.

Featured offering: Cloud contact center software

This supplier’s CCaaS platform was built in the cloud and is easy to implement and administer – business leaders can make alterations that would typically necessitate assistance from IT staff. The software simplifies call center agents’ workdays and supports better experiences with the following features:

  • Omnichannel communication capabilities
  • AI and automation for traffic management, efficiently routing customers to the right agent
  • Accessible from anywhere as long as agents have an internet browser
  • AI and automation tools for agent performance management (e.g., flagging if an agent still in training puts a caller on hold multiple times)
  • Ability to view interactions across all channels, CRM data, scripts, templates, caller data and other resources via a single screen
  • Your choice of performance metrics to display on the application dashboard for agents (e.g., average hold time, ACR, wrap-up time, etc.)
  • Easy-to-edit main IVR
  • Option for supervisors to score call recordings for agent coaching purposes
  • Report libraries
  • Custom alerts for the app dashboard
  • Integration with top CRMs and customer database tools
  • And more

With this supplier’s call center software in place, most businesses see a 5 percent to 15 percent agent productivity improvement, which is enough to pay for the product within the first fiscal period.

Our trusted advisors can help if you’d like to learn more about call center software from this supplier and others in the marketplace. With our extensive CCaaS experience and partner network of dozens of best-in-class solution providers, we can streamline the process of finding the best contact center offerings for your business. Additionally, with advanced tools, our advisors can generate comprehensive comparison matrices to illustrate how all your options stack up side-by-side. On top of that, our price parity guarantee means working with us won’t come with a higher price tag than going directly to the supplier.

Explore our advisory services today by calling 877-599-3999 or emailing to book a consultation with one of our advisors.

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