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Partners

SaaS Applications For Contact Centers

Our partnerships with several leading cloud based contact center software providers offer your customer service agents the latest features via cloud based Software as a Service (SaaS) to help attract and retain today's consumers and engage employees and supply chain partners.

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Omni-Channel Access Via Unified Communications as a Service (UCaaS)
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Your customers will interact with your contact center on the channel of their choice, enabling you to drive preference and reduce contact center costs.   The he Gartner Group defines leading UCaaS solutions as offering the following cloud based suite of services:  
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  • Voice and Telephony - Fixed, mobile, and softphone enterprise solutions with PBX functionality.
     
  • Meeting Solutions - Multi-party voice conferencing, videoconferencing, and web conferencing.
     
  • Voice Mail - Includes unified messaging with interoperability between voice mail, email, and text transcription.
     
  •  Presence Awareness and Instant Messaging (IM) - You can IM in real time and know the status of key staff and other customer service representatives.
     
  • Unified Clients - Enabling multiple communications functions using a consistent interface spanning multiple devices and workflow streams.

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Call Center as a Service (CCaaS)
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CCaaS has some of the same functionality and advantages as UCaaS but also includes additional focus on customer interaction analytics:
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  • Skill based routing,
     
  • Automatic call distribution,
     
  • Customer interactions and analytics,
     
  • Customer surveys
     
  • Artificial intelligence .
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Personalization And Sentiment Analysis
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Many SaaS based contact center applications are using natural language processing capabilities to monitor conversations between your customers and your customer service agents.  The intent of this use of artificial intelligence is to gauge the customer's sentiment and satisfaction with the call, offer the agent opportunities to personalize their service delivery, and 
offer hints regarding how best to improve the outcome of the call.

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Workforce Optimization and Intelligence
 
These SaaS based contact center applications typically offer a full range of workforce optimization features, including interactive voice response (IVR), skill based call routing, integration with Customer Relationship Management (CRM) systems, first call resolution through improved access to information, and accelerated speed to resolution through streamlined work flows.  Robust call center metrics enable managers to adjust strategy and work force to meet customer expectations.
 
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