{"id":5585,"date":"2022-12-09T09:49:34","date_gmt":"2022-12-09T14:49:34","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=5585"},"modified":"2022-12-09T09:49:34","modified_gmt":"2022-12-09T14:49:34","slug":"tech-talks-ai-powered-cloud-contact-center-software-boosts-agent-productivity-enhances-cx","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/tech-talks-ai-powered-cloud-contact-center-software-boosts-agent-productivity-enhances-cx\/","title":{"rendered":"Tech Talks: AI-powered cloud contact center software boosts agent productivity, enhances CX"},"content":{"rendered":"

\"ATo 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.<\/em><\/p>\n

An insurance service provider wanted to implement a cloud contact center solution that would allow agents to connect with clients through channels such as email and web chat in addition to voice. The company turned to one of our trusted partners for AI-powered cloud-native contact center software.<\/p>\n

With the new cloud contact center solution in place, call center agents had the flexibility to work from home, and managers leveraged performance tiles and real-time interaction data to drive performance improvements. Subsequently, active contact resolution (ACR) increased by 16 percent, CSAT scores improved by 15 percent, and hold times decreased by 12 percent.<\/p>\n

You should consider deploying the same call center software to increase productivity and deliver better customer service.\u00a0Our\u00a0technology advisors<\/a>\u00a0recently met with the supplier’s sales team to discuss their\u00a0Contact Center as a Service (CCaaS)<\/a>\u00a0offering and how automation, AI, and robust reporting features can enhance agent and employee experiences. Here’s an overview of key details about the software developer and the product to help you make a well-informed purchasing decision.<\/p>\n

Provider overview<\/h2>\n

Based in Indiana, this supplier has sought to improve the call center agent experience and business outcomes since 2011. Their software leverages over 200 years of combined experience in the call center industry to empower mid-size organizations and larger enterprises. Their CCaaS platform was the first to utilize ACR as a success metric instead of first contact resolution (FCR), since ACR evaluates agents based on outcomes they can control (whether the client has to contact the company again for assistance within a fixed interval after interacting with the agent). By providing a solution that makes agents’ lives easier, this provider supports improvements in performance, productivity, efficiency, and customer experience.<\/p>\n

Featured offering: Cloud contact center software<\/h2>\n

This supplier’s CCaaS platform was built in the cloud and is easy to implement and administer\u00a0\u2013 business leaders can make alterations that would typically necessitate assistance from IT staff. The software simplifies call center agents’ workdays and supports better experiences with the following features:<\/p>\n