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A company specializing in designing and constructing prefabricated houses wanted to achieve seamless communication with customers. Prospective buyers wanted to get in touch with advisors fast. To efficiently route requests for information to the right employees, the housing provider implemented a cloud contact center offering from our portfolio.
When a customer asks for advice on the company’s website, this omnichannel Contact Center as a Service (CCaaS) solution connects them with an advisor in their area within 45 seconds. The cloud contact center platform also integrates with the housing provider’s customer relationship management (CRM) solution, supporting highly personalized customer service and automatic lead tracking. On top of that, the CCaaS offering has various AI features to streamline processes (e.g., generating call summaries and assisting agents in responding rapidly to queries by accessing a company-specific knowledge database).
If you want to boost productivity in your call center while supporting better employee and customer experiences (EX and CX), you should explore whether this cloud contact center solution could benefit your business.
AI-powered cloud contact center solution: Notable features and benefits
This cloud contact center solution was designed with the future of CX in mind. It’s built to support fast and personalized service across various communication channels while making work easier and less tedious for agents.
Key features and advantages include but are not limited to
Outbound dialer options (progressive or preview)
Co-browsing with personally identifiable information (PII) masking
Customizable data retention and localization options (including PII redaction from recordings)
Conversational AI agent with knowledge base integration
Workforce management features (forecasting, scheduling and intraday management)
Quality management functionality (interaction recording, speech/keyword analytics, auto coaching)
Global availability with 2 deployment options (bring your own carrier or native)
Flexible plans and pricing with the option to mix and match some types of licenses
Integration with PCI Pal for secure payments
Application framework that allows developers to build integrations for third-party web apps
CRM plugins (ServiceNow, Zendesk, Hubspot, Dynamics 365, and Salesforce)
Dynamic dashboard with key indicator tracking across all customer interactions
AI assistant for agents that summarizes conversations, generates post-call tasks and supports speech analytics
AI expert assistant that retrieves info from CRMs, suggests best responses and drafts post-engagement summaries
AI virtual agent for self-service
Our trusted technology advisors are here to help if you want to explore your CCaaS options. With over 20 years of IT and telecom experience, partnerships with leading suppliers, and the latest market data, we can rapidly narrow your options from dozens to the top 3 that align with your requirements. Additionally, our advisors can utilize an advanced decision-making tool to instantly generate detailed matrices, making it easy to compare and choose the best solution.
Take the first step toward better CX by calling 877-599-3999 or emailing sales@stratospherenetworks.com. You can also take a few minutes to jumpstart your search for top cloud contact center solutions with this free CCaaS assessment.
