{"id":5652,"date":"2023-01-11T10:04:31","date_gmt":"2023-01-11T15:04:31","guid":{"rendered":"https:\/\/www.stratospherenetworks.com\/blog\/?p=5652"},"modified":"2023-01-11T10:04:31","modified_gmt":"2023-01-11T15:04:31","slug":"tech-talks-cloud-cx-solution-increases-first-contact-resolution-to-90","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/tech-talks-cloud-cx-solution-increases-first-contact-resolution-to-90\/","title":{"rendered":"Tech Talks: Cloud CX solution increases first contact resolution to 90%+"},"content":{"rendered":"

\"CloseTo 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

A credit management service provider handling approximately 2.5 million interactions per year was having issues with outdated contact center software. The platform crashed frequently\u00a0and was also difficult to integrate with other solutions. Upgrades would take weeks. The company turned to a trusted partner of ours for help replacing the old infrastructure with a modern cloud\u00a0customer experience (CX)<\/a>\u00a0platform.<\/p>\n

Only three months after deploying the CX solution, the company’s first contact resolution (FCR) rate for calls and emails rose to 90 percent or higher, and wait times were down by 14 seconds. Agent productivity also increased by 20 percent.<\/p>\n

If you’re looking for a way to make your call center agents and clients happier, you should consider deploying the same solution. Our\u00a0technology advisors<\/a>\u00a0recently met with the supplier’s sales team to review the benefits of their software and see a demonstration of the intuitive interface. To make a well-informed buying decision, here’s some essential info you should know about the provider’s background and how their cloud CX platform can make life easier for your call center agents and customers.<\/p>\n

Provider overview<\/h2>\n

This California-based supplier leverages advanced digital, cloud and AI technology to support the delivery of highly personalized customer experiences across all communication channels. Each year, their products make over 70 billion customer experiences possible across more than 100 countries. This supplier can tailor solutions to meet the needs of enterprises, small businesses, and midsize organizations. Their technology can also address the needs of organizations across various industries, including banking, healthcare, retail, government, and insurance.<\/p>\n

Featured offering: Cloud CX platform<\/h2>\n

This supplier’s next-gen cloud CX platform was built from the ground up by over 1,000 developers with 21 years of combined CX expertise. With highly reliable active-active-active cloud architecture built on Amazon Web Services (AWS), this solution combines\u00a0cloud contact center<\/a>\u00a0functionality with\u00a0unified communications<\/a>. It\u00a0offers all the features needed to meet modern consumers’ evolving expectations. Other key features and benefits include the following:
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