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.
These days, how you make people feel matters just as much as if not more than your prices and the products you’re selling. Failing to focus on customer experience (CX) can cost you: 32 percent of customers will stop engaging with a brand they love after just one subpar interaction, according to PwC.
As a result, it’s vital to invest in technology that enables your call center agents – the people on the front lines of customer service – to deliver the best possible experiences. If you’re interested in supercharging contact center performance and connecting with consumers via their preferred channels, you should look into omnichannel Contact Center as a Service (CCaaS) or cloud contact center software.
Our technology advisors recently met with a leading business collaboration solution supplier to review their portfolio and discuss how their omnichannel cloud contact center offering can benefit businesses that want to enhance CX and gain a competitive edge in today’s mobile, remote and virtual world. Here’s a brief overview of what you should know about the provider’s background and CCaaS platform to make a well-informed purchasing decision.
Provider overview
Since 2011, this California-based company has sought to enable effective collaboration and video communication from anywhere with intuitive cloud-delivered software. Gartner recognized this supplier as a leader in the 2019 Magic Quadrant for Meeting Solutions. The supplier’s easy-to-use cloud videoconferencing solution became even more popular during the pandemic as companies sought to keep remote workers productive and connected. Serving clients worldwide, this supplier offers cloud-based platforms for audio and video meetings, webinars and events, and Unified Communications as a Service (UCaaS), in addition to CCaaS.
Featured offering: Omnichannel cloud contact center platform
With this supplier’s cloud contact center software, your call center agents and supervisors will have all the capabilities necessary to deliver highly personalized customer service that makes you stand out from the competition. Key advantages and features include the following:
- Unified communications integration
- Intuitive interface
- Intelligent AI-driven chatbot to reduce agent workloads
- Video call option with screen sharing, file sharing and web chat
- Ability to route calls, chats and SMS according to designated agent skills
- Call routing profile creation for maximum efficiency
- Real-time and historical analytics for performance management and improvement
Our trusted advisors can assist you if you want to learn more about cloud contact center software from this supplier and others in the marketplace. With our extensive CCaaS experience, vast partner network, and access to advanced tools, we can quickly generate objective comparison matrices and identify products that align with your specific needs and goals. By streamlining the IT solution shopping process, we typically save our clients dozens of hours they would have spent vetting suppliers on their own. Additionally, with our price parity guarantee, working with our advisors won’t cost you more than going directly to the provider.
Get started today by calling 877-599-3999 or emailing sales@stratospherenetworks.com to schedule a consultation with one of our advisors.
