Tech Talks: Intelligent Contact Center as a Service Platform Leverages AI and Automation to Enhance CX

A light blue and pink circuit board diagram with a drawing of a brain at the center, symbolizing artificial intelligence. In order 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.

If you’re on a call with a friend or family member and want to send them a photo, you’d probably just send it while you’re still talking to them, as opposed to hanging up, sending the photo, and then calling them back. One of our partners, a leader in the cloud contact center solution space, has brought that same seamless experience to customer service, allowing clients to send videos, pictures and documents while speaking with an agent. That type of modern and efficient customer experience (CX) has become imperative for businesses seeking to stand out at a time when mobility, the cloud and other new technologies have significantly altered consumers’ expectations.

If you’re searching for a Contact Center as a Service (CCaaS) solution that’s made for the digital era and harnesses the power of cutting-edge technologies to drive efficiency, you might want to consider working with this supplier. Here’s a brief overview of who they are and what their contact center platform can do for you.

Provider Overview

Founded in 2015, this California-based supplier has built their CCaaS solution entirely in the cloud, and it’s the first contact center solution constructed specifically to support an exceptional CX in the age of smartphones. Offering cloud-to-cloud failover and a high level of resiliency, they’re focused on driving digital transformation and innovation with flexible and intelligent software.

Some of their notable clients include Instacart, Wag!, MoneyLion and iZettle, among others. They’ve also earned recognition from G2 as the leader in Contact Center Operations Software.

Featured Offering: AI-Powered CCaaS

With advanced CCaaS from this supplier, your company can combine digital, voice and self-service channels for clients and deliver a single consistent CX. Key features and capabilities of this software include the following:

  • Integration with leading CRMs to facilitate contextual interactions with real-time data-driven insights
    • Salesforce
    • Zendesk
    • Kustomer
    • Microsoft Dynamics
    • Oracle
  • No personally identifiable information (PII) stored and compliance with regulations such as HIPAA, PCI DSS and more
  • Intelligent routing
  • Automatic ticket management to minimize after-call work
  • AI-powered virtual agent for 24/7 self-service
  • Ability to pull diagnostic data directly from the app when a client requests in-app support
  • In-call photo, video, screenshot and text input options
  • Ability to support over 20,000 agents on a single tenant
  • Fast and easy user authentication on smartphones via PINs and biometrics

If you’re interested in learning more about CCaaS from this supplier or any other leading providers in the contact center space, our trusted technology advisors have plenty of experience helping our clients vet different cloud contact center solutions and select one that’s the best fit for their business needs. With access to advanced tools and our extensive partner network, we can quickly produce comparison matrices, set up demos, negotiate contracts and more – overall saving you countless hours you would have otherwise spent shopping around on your own.

On top of that, our price parity guarantee means that working with us won’t cost you any more than going straight to the supplier. For details about our advisory services, give us a call at 877-599-3999 or email

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