Tech Talks: Cloud Contact Center Platform Enhances CX, Improves Productivity

A hand in the foreground holds a glowing orb composed of person symbols against a cityscape background, symbolizing a global network.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 suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.

A leading credit management provider was struggling with frequent system crashes and downtime caused by an outdated contact center solution. The company decided to eliminate the hassle of hardware maintenance by migrating to a cloud platform supplied by one of our partners. Following implementation, the credit management firm saw first-call resolution increase to 90 percent or more while wait times dropped by 14 seconds. Additionally, the company noted a 20 percent increase in contact center agent productivity after deploying the cloud solution.

If you’re dealing with similar issues related to outdated contact center infrastructure and want to future-proof your business with cloud-native architecture, you might want to consider working with the same Contact Center as a Service (CCaaS) supplier. Here’s some essential information to keep in mind about their background and how their cloud platform can support better customer experiences while increasing efficiency.

Provider Overview

This California-based supplier makes more than 70 billion unique customer experiences possible annually for companies in over 100 countries. Their advanced cloud-native platform leverages artificial intelligence to boost efficiency and support highly personalized customer service. This provider’s high-quality contact center solution and focus on innovation (with hundreds of new features introduced in recent years) has earned them recognition as an industry leader in the Gartner 2021 Magic Quadrant for Contact Center as a Service. Additionally, they serve organizations of all sizes (from small businesses to large enterprises) and across various industries, including retail, financial services, government and healthcare.

Featured Offering: Comprehensive Cloud Contact Center Platform

This supplier’s cloud-native architecture (build on AWS with microservices) serves as an all-in-one contact center solution, giving agents all the features they need to quickly and efficiently resolve clients’ issues with individualized and empathetic service. The platform offers the following key capabilities to support an exceptional CX:

  • Intuitive interface
  • Communication channels including SMS, web chat, email, social media and voice
  • Inbound routing
  • Outbound campaign features
  • Unified communications
  • On-demand scalability
  • Workforce management
  • Reporting and analytics
  • Simple migration process for on-prem to cloud
  • Integration with a wide range of apps, including Salesforce
  • And more

If you’d like to learn more about cloud contact center solutions from this supplier and others in the CCaaS space, our trusted technology advisors would be happy to assist you. By leveraging advanced tools and our extensive experience working with a wide range of cloud solutions from providers in our network, we can quickly produce comparison matrices and help you pinpoint a solution that meets your company’s specific requirements.

For details, connect with our advisors today by calling 877-599-3999 or emailing

Contact Us

We will handle your contact details in line with our Privacy Policy. If you prefer not to receive marketing emails from Stratosphere Networks, you can optout of all marketing communications or customize your preferences here.