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 insurance provider wanted a contact center solution that didn’t require support from an advanced IT team, had an interactive voice response (IVR) system capable of adapting to meet evolving business and client needs, and was intuitive for agents and supervisors.
A Contact Center as a Service (CCaaS) platform in our portfolio satisfied all those requirements. This omnichannel cloud contact center solution increased efficiency and enhanced customer experiences (CX) for the business with an AI-powered IVR that intelligently routes clients to the right help lines, utilizes natural language processing to respond to requests, and allows callers to resolve queries via self-service. It also integrates with the company’s Salesforce CRM.
With the new contact center platform in place, the insurance provider has experienced a 42 percent reduction in IVR navigation time and a 10 percent increase in customer service team work capacity. Additionally, over the course of two years, the solution drove a 10-point increase in customer net promoter score (NPS) from 34 to 44.
If you want to increase efficiency and enhance experiences, this contact center solution could make a significant difference for your business.
Cloud contact center solution: Key capabilities and benefits
This omnichannel cloud contact center software is built with small and midsize businesses in mind. It’s customizable and affordable, enabling organizations of all sizes to deliver incredible experiences. Notable features include but are not limited to the following:
Accessibility from anywhere
Call monitoring
Customized contact scripts
Real-time analytics
Voice, social media, WhatsApp, chat, and email communications
Queue callback
Customer satisfaction surveys
Multiple outbound campaigns for different databases
Key differentiators for this offering include the following:
Intuitive interface
Flexible billing
Automation for enhanced efficiency
Capable of meeting the needs of businesses of all sizes
White glove implementation and support services
Budget-friendly without compromising quality
Our team of technology advisors can help you explore contact center solution options. With over 20 years of IT solution and telecom experience, we’ve identified and deployed ideal CCaaS and AI solutions to enhance contact center operations for numerous clients. We leverage our expertise along with the latest market data, partnerships with leading suppliers, and a tool that rapidly generates objective comparison matrices to efficiently pinpoint products that align with your needs and goals.
Get started by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
