Tech Talks: Deliver exceptional experiences with a combined UCaaS, CCaaS solution

A group of people in business attire hold a paper cutout of a cloud over a conference table, symbolizing collaboration through cloud computing.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 electric scooter company wasn’t happy with their business phone service provider. Calls weren’t getting routed correctly, and there weren’t convenient options for agents in the field relying on personal cell phones to do their jobs – among other issues. The company also wanted greater visibility into call performance. They turned to one of our trusted partners, a leading cloud communications solution supplier, for a platform with robust call recording and remote work features. The new solution allowed staff members to deliver better customer service from anywhere, and revenue has shot up since the company implemented the new software.

If your current business phone system is missing the mark or if you’re looking for ways to improve the customer experience (CX) with more efficient communications, you should consider working with the same supplier. Our trusted advisors recently met with representatives of this leading cloud collaboration software provider to discuss how their offerings position businesses for success in a highly digital and experience-focused world. Here’s some essential information to consider about their background and portfolio.

Provider overview

Based in Arizona and founded in 2006, this provider helps businesses boost productivity and build better customer relationships with leading cloud-based communications solutions. Their enterprise-grade network facilitates more than 4 billion conversations per year and serves over 1 million end users. With 1,600 dedicated staff members, this supplier has some of the top support teams in the industry and offers high-touch project management services and concierge implementation and user training services for complicated deployments.

The company is dedicated to ensuring customer success and focused on innovation, with more than 50 patents. Their exceptional products and services have earned recognition from Gartner, U.S. News & World Report, Aragon Research and Frost & Sullivan, among various other organizations.

Featured offering: Integrated UCaaS and CCaaS Platform

This supplier maintains a comprehensive portfolio that includes Unified Communications as a Service (UCaaS), video conferencing, collaboration and mobile solutions. However, one of their most notable offerings is a combined UCaaS and Contact Center as a Service (CCaaS) platform. This streamlined customer engagement solution supports a better CX while also improving internal collaboration with the following benefits and features:

  • A single solution for video, social media, voice, email, SMS and webchat
  • Skills-based routing to connect clients with the right agents
  • Unified reporting across all channels
  • Speech-enabled IVR
  • Screen pops supporting more personalized service
  • Intelligent virtual agents (IVAs)
  • Workforce optimization and workforce management features such as coaching and quality monitoring capabilities
  • Real-time updates
  • Geo redundancy for maximum uptime
  • Out-of-the-box and customized CRM integrations

If you’d like to learn more about UCaaS and CCaaS solutions from this supplier and others in our partner network, our trusted advisors can leverage their extensive experience and our partner network to identify ideal products and services for your company. We can utilize advanced tools to rapidly produce comparison matrices that streamline the decision-making process. Additionally, working with us won’t cost more than going straight to the supplier because of our price parity guarantee.

Take the first step toward better communication today by calling 877-599-3999 or emailing

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