Tech Talks: Cloud contact center, UC in one solution support better employee, customer experiences

A glowing white cloud hovers above an outstretched hand against a dark background.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.

How often do you switch from one screen or window to another during a typical workday? Now imagine having the ability to handle all your professional tasks using a single platform without having to flip back and forth between different programs. One of our partners makes that vision a reality for contact center agents by combining Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) in one application.

You should consider deploying this solution if you want to improve your company’s employee and customer experiences while increasing efficiency. Our technology advisors recently met with the supplier’s sales team to discuss their software’s features and view a demo of the product. Here’s some vital information you should know about the provider and the platform to make a well-informed purchasing decision.

Provider overview

Since 2018, this California-based software developer has worked to simplify internal and external enterprise communications with UC, contact center, and Communications Platform as a Service (CPaas) functionality in one cloud solution. They strive to improve the employee experience (EX) for contact center agents, empowering them to, in turn, enhance customer experience (CX). This provider has a 100 percent uptime SLA with a 10x financial guarantee, meaning that if an outage occurs, you’ll receive 10 times the amount you paid during that time. Additionally, they have usage-based pricing (per agent per day), which can reduce operating expenses.

Featured offering: A single platform for UCaaS and CCaaS

With this provider’s cloud software for UCaaS, CCaaS, and CPaaS, your contact center agents can access all the features and tools they need in one pane of glass. Key features and benefits of this multi-cloud solution include the following:

  • True omnichannel communications, including voice, email, SMS, and video
  • AI-powered self-service capabilities (e.g., intelligent IVR and chatbots)
  • Real-time and historical reporting and analytics
  • Real-time transcription and translation for hundreds of languages
  • Automated agent assist feature that offers real-time recommendations and prompts
  • Ability to chat, call, and video conference with coworkers
  • Customized dashboards for call center managers
  • Coaching tools to support performance improvement
  • And more

Our trusted advisors can assist you if you want to learn more about business communication solutions from this supplier and others in our partner network. With extensive IT solution experience and advanced tools, our team can help you make sense of complex marketplaces, spend less time shopping around, and efficiently pinpoint products and services that align with your needs and goals. Our advisors can produce objective comparison matrices to streamline the decision-making process. On top of that, our price parity guarantee means you won’t pay more to work with us than you would if you engaged directly with the supplier.

Start exploring our advisory process by calling 877-599-3999 or emailing

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