Tech Talks: Cloud CX solution increases first contact resolution to 90%+

Close up of person typing on a keyboard with frowny, neutral, and smiley faces next to checkboxes superimposed over the image. The smiley face as five gold stars next to it.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.

A credit management service provider handling approximately 2.5 million interactions per year was having issues with outdated contact center software. The platform crashed frequently and was also difficult to integrate with other solutions. Upgrades would take weeks. The company turned to a trusted partner of ours for help replacing the old infrastructure with a modern cloud customer experience (CX) platform.

Only three months after deploying the CX solution, the company’s first contact resolution (FCR) rate for calls and emails rose to 90 percent or higher, and wait times were down by 14 seconds. Agent productivity also increased by 20 percent.

If you’re looking for a way to make your call center agents and clients happier, you should consider deploying the same solution. Our technology advisors recently met with the supplier’s sales team to review the benefits of their software and see a demonstration of the intuitive interface. To make a well-informed buying decision, here’s some essential info you should know about the provider’s background and how their cloud CX platform can make life easier for your call center agents and customers.

Provider overview

This California-based supplier leverages advanced digital, cloud and AI technology to support the delivery of highly personalized customer experiences across all communication channels. Each year, their products make over 70 billion customer experiences possible across more than 100 countries. This supplier can tailor solutions to meet the needs of enterprises, small businesses, and midsize organizations. Their technology can also address the needs of organizations across various industries, including banking, healthcare, retail, government, and insurance.

Featured offering: Cloud CX platform

This supplier’s next-gen cloud CX platform was built from the ground up by over 1,000 developers with 21 years of combined CX expertise. With highly reliable active-active-active cloud architecture built on Amazon Web Services (AWS), this solution combines cloud contact center functionality with unified communications. It offers all the features needed to meet modern consumers’ evolving expectations. Other key features and benefits include the following:

  • Scalability to accommodate growth
  • Flexible cloud telephony capabilities
  • Composable platform with native components, open APIs and a partner ecosystem available
  • Intuitive design for agents
  • Predictive routing
  • AI and customer self-service functionality to lighten agents’ workloads
  • Sentiment analysis
  • Agent dashboard displaying core key performance indicators
  • Gamification for agent engagement
  • AI-powered predictive engagement to improve CX
  • And more

Our trusted advisors can help if you want to learn more about CX solutions from this supplier and others in the marketplace. We have extensive contact center and CX solution experience. Our advisors can draw on that expertise and our vast partner network to identify the best offerings based on your company’s current situation and objectives. With advanced tools, we can rapidly generate objective comparison matrices to streamline the purchasing process, and our advisors can also schedule demos with suppliers you’re interested in. On top of that, our price parity guarantee means working with us won’t cost you more than going straight to the solution provider.

Get started today by calling 877-599-3999 or emailing to schedule a consultation and explore CX solutions for your business.

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