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A top tech company with 7,500 employees serving clients in over 160 countries wanted to consolidate communications and enhance the customer service delivered by the hybrid workforce at various contact centers in North and South America. The business deployed a unified cloud communications platform from our portfolio to enhance client and employee experiences (CX and EX).
This solution combines Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) functionality to enhance experiences and streamline operations. The tech company gained visibility into CX and the customer journey across contact centers with the new platform. Additionally, the business leveraged an intelligent customer assistant powered by conversational AI to expand self-service options and transition 12.5 percent of voice calls to chat, lightening the workload for agents and allowing clients to get answers to their queries faster.
You should consider implementing the same platform if you want to improve agent and customer experiences while increasing efficiency. A unified solution for UCaaS and CCaaS can transform your contact center operations and lead to happier agents, more satisfied customers, and increased revenue for your business.
Single UCaaS and CCaaS Platform: Key features and benefits
Opting for an integrated UCaaS and CCaaS solution from one supplier comes with numerous business benefits, according to a study conducted by Metrigy. Research reveals the following results for UC and CC integration via cloud architecture:
99.6 percent revenue increase
56.6 percent CX rating boost
37.4 percent increase in agent efficiency
This omnichannel solution for UCaaS and CCaaS makes life easier for your agents and enhances customer service with these vital functionalities.
Contact center features
AI-powered customer assistant
Omnichannel routing
Contact center analytics
Agent- and supervisor-specific workspaces
Workforce engagement management
Proactive outreach features
Microsoft Teams integration
Unified communications
Business phone
Video meetings
Work application
Team chat
Front desk experience for receptionists and operators
Admin console
Teams integration
If you want to explore your options regarding UCaaS, CCaaS, CX, and EX solutions, our trusted technology advisors are here to help. We leverage over 20 years of telephony and IT experience, advanced analytical tools, the latest market data, objective comparison matrices, and connections to leading suppliers to rapidly identify the top solutions for your business, saving you dozens of hours you’d otherwise spend shopping around on your own.
Connect with our advisors today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
