To serve as technology consultants 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. Our Tech Talks blog series offers a snapshot of these educational sessions.
A global business process outsourcing (BPO) company wanted to gain a better understanding of the customer journey to fix common issues. The organization implemented a solution from our portfolio, a leading public cloud Contact Center as a Service (CCaaS) offering, to enhance the customer experience.
With the CCaaS platform, the company’s contact center agents can connect with customers over chat, email, voice, video, and social media. They now have real-time information about customers’ problems and context concerning each person’s previous interactions with the business (e.g., visiting the company’s website).
With features like attribute-based routing, automation, and AI-powered voice bots and chatbots, the BPO company has decreased handling time by 50 percent over three years, and their abandon rate is typically below 0.5 percent each month.
If you want to similarly enhance contact center operations and deliver better customer experiences, you should consider implementing the same solution. Here’s an overview of essential information about the software’s main features and advantages to help you make a well-informed purchasing decision.
Public cloud Contact Center as a Service (CCaaS): Key features and benefits
This multi-tenant CCaaS platform is constructed to keep up with the pace of innovation and enable businesses to track the customer journey across all channels, including email, chat, messaging and social media in addition to voice. Notable capabilities and advantages include but are not limited to the following:
AI-powered speech analytics
AI noise removal
Attribute-based routing to match customers with agents best suited to address their issues
Self-service options
Backend automation to reduce repetitive tasks for agents
Integration with CRMs, unified communications software, and collaboration solutions
Delivered securely and reliably via Microsoft Azure
Compliance with regulations like Kari’s Law
Your choice of purchasing digital-only, voice-only, or all-media bundles based on your specific needs
Our technology advisors would be happy to help if you want to explore your cloud contact center options. We have over 20 years of experience in IT and telecommunications and can leverage exclusive market research and comprehensive comparison matrices to assist you in selecting the best contact center solutions from our portfolio.
Call 877-599-3999 or email sales@stratospherenetworks.com to start exploring your CCaaS options.
