{"id":4700,"date":"2021-09-29T09:44:46","date_gmt":"2021-09-29T14:44:46","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=4700"},"modified":"2021-09-29T09:44:46","modified_gmt":"2021-09-29T14:44:46","slug":"tech-talks-cloud-contact-center-platform-enhances-cx-improves-productivity","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/tech-talks-cloud-contact-center-platform-enhances-cx-improves-productivity\/","title":{"rendered":"Tech Talks: Cloud Contact Center Platform Enhances CX, Improves Productivity"},"content":{"rendered":"
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\"AIn 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.\u00a0Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers.\u00a0Our Tech Talks blog series offers a snapshot of these educational<\/em>\u00a0sessions.<\/p>\n

A leading credit management provider was struggling with frequent system crashes and downtime caused by an outdated contact center solution. The company decided to eliminate the hassle of hardware maintenance by migrating to a cloud platform supplied by one of our partners. Following implementation, the credit management firm saw first-call resolution increase to 90 percent or more while wait times dropped by 14 seconds. Additionally, the company noted a 20 percent increase in contact center agent productivity after deploying the cloud solution.<\/p>\n

If you’re dealing with similar issues related to outdated contact center infrastructure and want to future-proof your business with cloud-native architecture, you might want to consider working with the same\u00a0Contact Center as a Service (CCaaS)<\/a>\u00a0supplier. Here’s some essential information to keep in mind about their background and how their cloud platform can support better customer experiences while increasing efficiency.<\/p>\n

Provider Overview<\/h2>\n

This California-based supplier makes more than 70 billion unique customer experiences possible annually for companies in over 100 countries. Their advanced cloud-native platform leverages artificial intelligence to boost efficiency and support highly personalized customer service. This provider’s high-quality contact center solution and focus on innovation (with hundreds of new features introduced in recent years) has earned them recognition as an industry leader in the Gartner 2021 Magic Quadrant for Contact Center as a Service. Additionally, they serve organizations of all sizes (from small businesses to large enterprises) and across various industries, including retail, financial services, government and healthcare.<\/p>\n

Featured Offering: Comprehensive Cloud Contact Center Platform<\/h2>\n

This supplier’s cloud-native architecture (build on AWS with microservices) serves as an all-in-one contact center solution, giving agents all the features they need to quickly and efficiently resolve clients’ issues with individualized and empathetic service. The platform offers the following key capabilities to support an exceptional CX:<\/p>\n