Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Integrated secure authentication across channels to more efficiently and securely authenticate the caller. This includes biometrics, MFA, and secure PII transfer
Build trust and improve answer rates with branded caller ID. Display your company name and logo on outbound calls to make your business instantly recognizable.
Build and deploy communication-enabled applications quickly and easily. Add voice, video, messaging, AI and other communication features to your applications without complex infrastructure or coding.
The "source of truth" for sales and customer service that helps organizations track and manage customer information (CRM) and support cases (Case Management)
Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.
Automate outbound calling campaigns for sales, marketing, and customer service. Increase efficiency and improve contact rates with features like predictive dialing, call scripting, and lead management.
Record and store customer interactions for compliance, training, and quality assurance purposes. Capture valuable insights from customer conversations to improve service and identify opportunities.
Social listening enables businesses to identify, monitor, analyze, and respond to conversations about their brand(s), competitors, and industry across various social media platforms, helping businesses make informed decisions.
Products that programmatically manage phone numbers for compliance requirements like TCPA, CMS, cleanse and validate phone numbers, and branded outbound Caller ID, Fraud Identification.
Interested in
Customer Journey Orchestration (CCaaS)
Talk to a technology advisor for no cost/obligation to find the best Customer Journey Orchestration (CCaaS) Software for your business.
Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.
Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.
CCaaS is a cloud-based, OPEX solution that provides companies with specialized call services of an on-prem contact center
CCaaS typically increasing the efficiency of outbound and inbound calls by taking advantage of data sources more readily accessible to a cloud-based platform
The outbound dialer, skill-based routing, and workforce optimization features of CCaaS promote agent accountability
There are three types of outbound dialing options, each with different features: Predictive, Power, and Progressive
A PSTN implementation allows businesses to keep their on-prem systems and uses a traditional PSTN method to route calls from the ACD to an agent’s DID
Pairing UCaaS and CCaaS allows businesses to deliver customer calls from the ACD via agent softphones
CCaaS is lucrative for agents because clients must purchase either a named license or a concurrent license and consider the usage charge
Old Vs. New
Traditional Contact Center (OLD)
On-prem call centers
Voice only contact with customers
on-prem set up with a lot of equipment
PBX: On-prem telecommunication system used to access desk phones, conferencing, voicemail, call recording, and fax machines.
Make outbound voice calls from their desk phones
Having limited data about the customer - meaning they need to re-explain
ACD: Makes it possible for calls to be answered and automatically routed to a specific agent or department within a company
Outdated contact centers make for inefficient customer service
Contact centers (CCaaS) (NEW)
CCaaS is a cloud-based solution that provides companies with all the specialized contact services of an on-prem contact center and uses the provider’s data center
In the cloud
Include a variety of contact methods (email, chat, etc.)
Billed as an OPEX
Outbound Dialer: Technology that enables agents to make outbound calls and view customer data within their CRM for more personalized data
Predictive Dialing: Increases the number of actual connections with customers. Calculates the number of calls to make based on time zones, real time data, and historical agent stats to ensure the highest call completion rate
Power Dialing: Continuously dials outbound calls at a fixed rate based on a customized calls-to-agent ratio. Setting the fixed ratio correctly is essential
Progressive Dialing: Places calls on an adaptable, calls-to-agent basis as representatives become available. Once an agent sets his/her status to “available” the next call is placed
Goal: To quickly get customers off the phone by resolving their issues as fast as possible
CCaaS Benefits
General
Improved agent performance
Handle more calls
KPI reporting
Streamlined agent training
Increased customer satisfaction
Outbound dialing
Because it is hosted in the cloud, agents can help customers from anywhere
Eliminating the costs of a brick and mortar shop
Omni-channel engagement capabilities
Streamlines tools to meet expectations while improving customer interactions
Financial Services
Summary: Automated services, Customized alerts, and Omni-Channel Engagement
Automated Services
Customer Service Quality
Virtual Banking with Account Alerts
Individual Omni-Channel Engagement
Data Analytics
Can be used to create FAQ pages containing common issues customers face, which free’s up agents for more specific issues
Scripted responses into chats for commonly asked questions. This gets customers an accurate answer faster than if the agent were trying to type. This can also be beneficial when answers needed to be scripted for legal reasons
PCI Compliance
Healthcare
Summary: personalize services, lower wait times and create prescription and follow up appointment reminders
Personalized Healthcare
HIPPA Compliance
Private information remains private
Prescription and follow-up appointment automatic reminders
Lower wait times
CCaas Features
Rapid Scalability
Adjust seasonally
Add and remove users easily (even if they work remotely)
Overlay options
Can overlay with existing call center technology
Work from anywhere
Softphone application
Top talent > Local talent
Easy troubleshooting and onboarding
Agent Scripting
Script alters during conversation
More technical solutions
Maintains network reliability
Reduces downtime
Built in Redundancy
Maintains network reliability
Reduces downtime
Self service IVR
Checks order status, balance information and confirms appointments
Caller authentication
Visual IVR
Queue Callback
Saves place in line
Calls back
Agent Facing Screen Pops
Relevant customer information
Business Drivers
Line of Business Application Integration
Cloud-based application integration
CRM integration
Manage and track customer interactions
Hardware End of Life
No hardware updates are needed
The provider makes all required updates in the cloud
Guaranteeing an easy reliable service with scalability
Supervisor tools
Data and analytics
On employee performance
Can help agents understand complex customer journey
Screen and call recordings
Maintain data integrity
Global Accessibility
Same experience around the globe
Allows employers to hire the best and most efficient talent
Talent is the biggest expense for a contact center
Reduced latency
Omni-channel Engagement
Self-service features
Consistency and customer loyalty
Social Media
Easy Administration
No IT background needed
Easy troubleshooting
AI Machine Learning
Proactively personalizes customer interactions
Helps with automation, optimization, accuracy, speed, and connecting data from all interactions
Works best when working with humans, not replacing them
Qualifying Questions
How many agents do you have?
Do you have any part time agents?
Is this number reflective of total full time and part time agents?
Are these agents spread across multiple locations?
Do you have any remote agents?
Do you have any plans to support (or increase) remote agents?
What current telephony platform are you using for your contact center?
Are your agents using Hard Phones or Soft Phones?
What are you using for your current CRM or system of record?
Do you currently have an integration with the agent interface and your CRM?
Is this computer telephony integration or a native integration?
What other technologies are you currently using in your contact center? i.e. chat/sms applications, internal knowledge base, WFM/WFO, etc.
How are your customers contacting you today?
Phone, chat, email, all listed? Any I missed?
Whats the volume of interactions for each channel?
Is there an outbound component to your support process today?
What does the typical call flow look like?
What does that process look like? (i.e. authentication through issue resolution to after call work)
Why are you looking at alternative telephony solutions?
What are your main business challenges with your current platform?
Is this part of a broader company project/initiative?
Were you involved in the purchase process for your current telephony platform?
How did you and your colleagues manage this type of purchase decision?
Who else from your organization is going to be involved in the decision making process?
What was the process like in the past for your company implementing similar technology?
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Integrated secure authentication across channels to more efficiently and securely authenticate the caller. This includes biometrics, MFA, and secure PII transfer
Build trust and improve answer rates with branded caller ID. Display your company name and logo on outbound calls to make your business instantly recognizable.
Build and deploy communication-enabled applications quickly and easily. Add voice, video, messaging, AI and other communication features to your applications without complex infrastructure or coding.
The "source of truth" for sales and customer service that helps organizations track and manage customer information (CRM) and support cases (Case Management)
Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.
Automate outbound calling campaigns for sales, marketing, and customer service. Increase efficiency and improve contact rates with features like predictive dialing, call scripting, and lead management.
Record and store customer interactions for compliance, training, and quality assurance purposes. Capture valuable insights from customer conversations to improve service and identify opportunities.
Social listening enables businesses to identify, monitor, analyze, and respond to conversations about their brand(s), competitors, and industry across various social media platforms, helping businesses make informed decisions.
Products that programmatically manage phone numbers for compliance requirements like TCPA, CMS, cleanse and validate phone numbers, and branded outbound Caller ID, Fraud Identification.
Interested in
Customer Journey Orchestration (CCaaS)
Talk to a technology advisor for no cost/obligation to find the best Customer Journey Orchestration (CCaaS) Software for your business.
