Tech Talks: Put Agents First With This Cloud Contact Center

close up of headset and laptop with floating icons for cloud contact center conceptIn 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 vendors. Our Tech Talks blog series offers a snapshot of these educational sessions.

Call center agent turnover rates tend to be high, with overall averages for the industry in the 30 to 45 percent range, according to the Quality Assurance & Training Connection (QATC). If you’re looking for a way to address attrition and keep your agents (and by extension your customers) happy, one of our strategic partners provides an agent-first, cloud-based contact center platform. Here’s an overview of what our team of senior technology advisors learned about this product during a recent meeting with the supplier.

Provider Overview

Based in Indianapolis and founded in 2011, this vendor offers cloud contact center software tailored specifically to meet the needs of mid-size businesses and larger enterprises (i.e., those with 25 to 500 agents). This company aims to give agents the technology and training they need to deliver a top-notch customer experience (CX). By focusing on improving agents’ lives at work and making their jobs easier, you’ll promote better customer service and overall success for your company.

Featured Offering: Comprehensive Contact Center as a Service (CCaaS)

This agent-centric CCaaS solution will empower your team and help them reach new heights of productivity and efficiency with the following key features:

    • Multi-modal, omni-channel interface: Agents can easily switch between different channels, including email, voice, text, web chat and social media.

 

    • Advanced analytics: Get in-depth data on customer interactions and agent performance. You can also create customized KPIs to match your contact center objectives.

 

    • Integration with any CRM: Give your agents all the background info they need to deliver exceptional customer service by bringing your contact center platform and CRM solution together.

 

    • Continuous training: This product can notify users of opportunities for training and incorporate learning exercises in agents’ queues to address recent mistakes.

This vendor is also less expensive than some of the other leading cloud contact center providers, and they offer more extensive white-glove implementation services and ongoing support. If you’d like to learn more about them and/or other CCaaS solution suppliers, don’t hesitate to contact our team of trusted advisors. We have experience working with a wide range of high-quality cloud contact center providers in our partner network, and we can provide you with a side-by-side, objective comparison of your options.

On top of that, because of our price parity guarantee, it won’t cost you any extra to work with us than it would to go directly to the supplier. For details, contact us today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.

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