Tech Talks: Omnichannel Cloud Contact Center Supports Personalized Customer Service

A business person holds a smartphone with a network of icons (such as a padlock and an envelope) superimposed over it.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.

When a U.S. bank needed to get 3,000 remote contact center agents set up at the beginning of the pandemic, they turned to one of our partners, a cloud contact center provider with experience deploying solutions for Fortune 500 companies. Within a week, the client had an omnichannel Contact Center as a Service (CCaaS) platform in place for remote agents across the country. Three days later, the supplier had deployed the solution from more than 2,000 additional end users, allowing the bank to field more than 100,000 calls daily.

If you’re in the market for a reliable and accessible contact center solution, you should consider working with the same supplier. Our trusted technology advisors recently met with members of the provider’s sales team to review their CCaaS platform and the features and advantages it offers for midsize businesses and larger enterprises. Here’s everything you should know about the company’s background and its software.

Provider Overview

This California-based supplier has been in business since 2010. With microservices architecture crafted by leaders in the contact center industry, this provider helps companies deliver better customer service across all channels. The founders set out to create a robust customer service solution that doesn’t take long to deploy and has an intuitive interface. With a focus on innovation and adaptation to trends in the communication technology space, the supplier continues to invest in research and development and deliver innovative new features to clients. Companies in more than 26 countries currently leverage this provider’s cloud contact center solution.

Featured Offering: AI-Powered Omnichannel Cloud Contact Center

If you’re looking to improve customer service while accommodating a distributed workforce, this supplier’s CCaaS platform has all the capabilities your remote agents require to respond to each client’s specific issue via the channel of their choice. The software drives productivity and superior customer experiences with the following features:

  • 100 percent uptime
  • Omnichannel communications
    • Voice
    • Text
    • Email
    • Social media
    • Video
    • Web chat
  • Out-of-the-box integrations with all major CRMs
    • Salesforce
    • Zendesk
    • Microsoft Dynamics
    • ServiceNow
    • Zoho
    • Oracle Service Cloud
  • Robust security and compliance (PCI, HIPAA, GDPR and TCPA)
  • Rapid and straightforward implementation process
  • Ongoing innovation and upgrades

On top of all that, licensing for this solution costs only 70 percent as much as most competitors’ offerings. If you’d like to learn more about this supplier’s cloud contact center offering and how it compares to other CCaaS platforms, our advisors can quickly produce comparison matrices to help you evaluate all your options and pick the best product for your business. Additionally, working with us won’t cost you more than going directly to the supplier because of our price parity guarantee.

Take the first step toward a better contact center solution today by calling 877-599-3999 or emailing

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