Tech Talks: Enhance CX, improve collaboration with UCaaS, CCaaS

A person using a smartphone with a cloud icon with upload and download arrows hovering over the illuminated phone screen.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 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 growing furniture retailer with over 50 locations in the Midwest wanted to deliver better customer experiences by replacing outdated technology. Their copper analog phone lines were expensive and difficult to scale, and their contact center system didn’t support remote work and slowed customer service reps down.

The company turned to one of our partners for Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions. The supplier tailored the cloud phone and contact center software per the retailer’s needs and implemented next-gen, omnichannel technology to enhance CX. With the new products, the client has eliminated the costs and security risks associated with the old infrastructure, enabled remote work, and given agents access to unified inbound and outbound calling features.

If you want to support effective communication from anywhere and deliver better customer experiences, you should look into working with the same supplier. During a recent meeting, our consultants and the provider’s sales team reviewed their IT solutions and services. Here’s some essential information you should know about their background and offerings to make a well-informed purchasing decision.

Provider overview

Based in Ohio, this company has helped businesses communicate effectively since 1994. Today, they provide midmarket and enterprise clients with multi-platform UCaaS and CCaaS, cloud networking, SD-WAN/SASE, and cloud security solutions. They also offer managed services, including 24/7 support, network design, and moves, adds and changes. From 27 offices in 4 countries, their 2,300+ employees with over 2,800 tech certifications deliver solutions and services to more than 3,000 enterprises.

This supplier partners with best-in-class original equipment manufacturers, including Microsoft, Cisco, Avaya, and Five9. They have 23 years of Cisco experience and qualify as a Gold Integrator and Provider. Additionally, this provider is a Microsoft Gold Partner (16 years of experience).

Featured offerings: UCaaS and CCaaS

If you want to remain agile and competitive in an increasingly digital world, our partner can provide robust as-a-service solutions for unified communications and contact center.

  • UCaaS: Move your phone system to the cloud to contain costs, streamline collaboration, and empower remote workers. This supplier tailors UCaaS solutions to meet client needs, especially in industries like retail, healthcare, education, and state and local government.

    • Microsoft Teams voice

    • Hosted unified communications with integrated Cisco Webex

    • Hosted enterprise unified communications with integrated Cisco Webex

  • CCaaS: Meet modern consumer expectations with cloud contact center software customized to meet your company’s requirements. Give your agents and clients access to precision-based routing, self-service interactive voice response (IVR), remote work capabilities, advanced analytics, and more.

Our consultants can help if you want to explore your cloud phone system and contact center options. With our extensive knowledge of and experience assisting clients with UCaaS and CCaaS deployments, our consultants can rapidly identify the best products for your business based on your requirements and objectives. We have connections to numerous top suppliers in our vast partner network, and we can leverage advanced tools to create objective side-by-side comparison matrices. Finally, we can assist with supplier negotiations, white-glove project management services, and ongoing support once you’ve implemented your ideal solutions.

Get started today by calling 877-599-3999 or emailing to talk to our consultants.

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