Tech Talks: Cloud customer experience platform goes beyond traditional contact center capabilities

A row of call center workers in a sunny room.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.

An energy provider in Western Australia needed to enable contact center agents to reach customers via their preferred channels. On top of that, as the pandemic spurred a shift to remote work, the company also needed a cloud contact center solution that would allow agents to work from anywhere. To meet those needs, the business turned to one of our trusted partners for a cloud-based customer experience platform.

With the new cloud software, the energy provider enjoys more flexibility and resilience than it did with an on-premises phone system and has capabilities beyond the traditional contact center. Agents can work from any location, which benefited the company during the pandemic and in the face of natural disasters, such as flooding that closed the contact center. Additionally, the interactive voice response system routes calls to agents with matching skillsets, call recording enhances agent coaching, and advanced reporting allows managers to plan for surges in call volume. Overall, the company experienced a 33 percent reduction in call handling time from 600 to 400 seconds.

If you also want to improve contact center performance, you should consider the same customer experience solution. Our technology advisors recently met with the supplier to discuss their software’s features and how it helps businesses build stronger customer relationships. Here’s everything you need to know about our partner and what they can do for your company.

Provider overview

Based in Utah and founded in 1997, this software developer strives to give companies the tools they need to deliver outstanding experiences and inspire customer loyalty. They specialize in digital-first experiences, customer journey orchestration, smart self-service features, agent assistance, and performance enhancement with advanced analytics and artificial intelligence features built to optimize the customer experience. With a presence in over 30 countries, this global supplier has more than 7,500 employees and maintains the world’s most extensive CX partner community.

This supplier employs more than 2,500 software developers and has earned recognition from Gartner as a leader in the cloud contact center and workforce management (WFM) spaces. They serve upward of 25,000 clients (including 85 of the Fortune 100) across over 150 countries.

Featured offering: Cloud customer experience platform

This supplier has conducted research indicating that 81 percent of consumers attempt self-service when first interacting with a company. Only 19 percent want to talk to an actual person right away. However, humans still handle 83 percent of inbound volume. With this supplier’s software, you can ensure clients have the experience they want when they contact you with smart self-service and numerous other features that go beyond what a traditional contact center offers:

    • Customer journey management
      • Automatic contact distribution
      • Predictive dialing
      • Choice of voice or other channels (including self-service, messaging and web chat)
      • Intelligent call routing
      • Chatbots
    • Agent coaching and performance improvement tools
      • Workforce management
      • Omnichannel recording
      • AI-powered agent feedback
      • Advanced analytics
      • Live supervisor monitoring and tips
    • Automation
      • Virtual agent for assistance
      • Robotic process automation bots to boost productivity
    • Visibility enhancement
      • AI that identifies factors driving great experiences
      • Customer journey and interaction analytics
      • Business intelligence tools
      • Performance monitoring analytics
    • Robust software
      • Cloud phone system and CRM integrations
      • Cloud voice and data services
      • FedRAMP compliance
      • Option to create integrations with APIs
    • Next-level artificial intelligence for experience improvement
      • AI ensuring fair treatment
      • AI analysis of agent behavior impact on customer sentiment and satisfaction
      • AI identification of customer complaints

Our trusted advisors can assist you if you’d like to explore your cloud contact center and customer experience solution options. With our roots in telephony and IT managed services, we know technology and business communications and can point you toward products and services that make sense in the context of your current situation, objectives, and requirements. We also have an extensive partner network including market-leading cloud contact center and customer experience software suppliers. Additionally, we can use advanced tools to create comparison matrices to streamline the process of selecting the best solutions for your company.

Finally, our price parity guarantee means working with us won’t cost you more than going straight to the supplier. We typically save our clients a significant amount of time and money by simplifying the shopping and purchasing processes. Our advisors can also arrange demos, negotiate with your chosen provider, and provide project management services during deployment.

Explore your options today by calling 877-599-3999 or emailing to schedule a 15-minute consultation.

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