Tech Talks: Cloud Contact Center Platform Supports Exceptional Agent, Customer Experiences

A person in a suit and tie uses a smartphone and tablet with a glowing blue image of a cloud superimposed over the image, along with icons indicating search, email, shopping and other cloud functions.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.

What if your contact center agents could reduce the minutes they spend on the phone each week by the thousands and still deliver outstanding customer service? One IT outsourcing company achieved that after one of our partners replaced three separate phone, chat and email platforms with a single comprehensive, omnichannel cloud contact center solution. In one week, they saved 15,191 agent minutes and took approximately 253 fewer phone hours to achieve the same level of service.

If you’re in the market for a new contact center solution and would like to similarly save time and contain costs while improving CX, here are some essential details you should consider about this supplier and their cloud-native platform that makes life easier for agents.

Provider Overview

Founded in 2011, this Indianapolis-based supplier aims to give mid-sized companies and larger enterprises the technology they need to deliver incredible customer experiences. Leveraging 130 years of collective industry experience, the provider’s leadership team understands that a great CX starts with an outstanding agent experience. Their mission is to make customer service interactions as painless as possible, and their cloud-native platform contains all the features and tools agents need in one convenient place, making it easy for them to connect with clients and build strong relationships.

Featured Offering: Cloud-Native Contact Center Platform

At a time when CX has become essential for success in the business world, the right cloud contact center solution can make a huge difference by giving agents all the tools they need to address customers’ concerns as thoroughly and rapidly as possible. This supplier’s agent-centric cloud contact center software empowers end users with the following key features:

  • Integration with any CRM to provide helpful context for customer interactions
  • Advanced reporting and analytics to drive performance improvement
  • A multi-model omnichannel interface, including web chat, voice, text, email and social media
  • Continuous agent training with notifications about learning opportunities
  • Custom integrations with assistance available from the supplier’s on-staff developers and partners

Overall, this supplier’s software improves customer satisfaction scores by enhancing active contact resolution (ACR), or the rate at agents can completely resolve a customer’s concern and eliminate the need for subsequent calls about the same issue within a set period of time. As agents’ ACR rate goes up, so does their CSAT. They’re able to deliver better service in less time, leading to a more efficient contact center and better CX.

If you’re interested in learning more about this supplier’s cloud contact center platform and how it stacks up against other offerings in the Contact Center as a Service (CCaaS) space, our trusted technology advisors can leverage our extensive partner networks and advanced tools to quickly produce side-by-side comparison matrices and help you identify the best contact center solution based on your specific goals and requirements. Additionally, thanks to our price parity guarantee, working with us won’t cost you any more than going straight to the supplier.

For details about our advisory services, give us a call at 877-599-3999 or email

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