Technology Providers
BPOs, Outsourcers, and temporary overflow Call Center or Contact Center services, where and when needed
Ensuring organizations can handle unforeseen customer-initiated contact requests in support of marketing campaigns, product recalls or other transient needs. All while exceeding service level expectations. Technology providers help organizations deliver the services customers demand, efficiently and cost-effectively.
Technology Providers Fill Your Customer Experience Gaps
Modernizing the Contact Center can be a monumental task. Especially when organizations take a detailed look at what they have versus what contact centers can now offer to enhance the customer experience. From older dedicated analog or TDM/ISDN-based technologies to fully digital capabilities, the improved agility and operational flexibility will be a significant improvement.
It’s now imperative to ensure your contact center is as responsive as possible, providing customers with an easy-to-navigate experience, whether via self-service or agent-assisted service, is key to improving customer satisfaction.
Flexibility is Today’s Imperative
Flexibility is now key, and older technology is limited in its ability to adapt due to proprietary technologies, a lack of modern APIs, and the possibility of further exposure to today’s security issues, which is an ever-increasing concern.
Combining more flexible technologies with traditional core systems enables easier innovation across the institution’s infrastructure. Using Service Providers, organizations can leverage their core systems while complementing them with innovative and more adaptable capabilities at the digital level, which will help older organizations keep pace with market demands.
Simplify and Accelerate
In addition, the reality today is that user needs are never static, and the flexibility provided by a fully integrated approach is now imperative for organizations to be able to respond. With the rapid adoption of mobile technologies, embedded apps, and advanced website capabilities, and on-demand services, customers expect to be able to use whatever communications channel best meets their needs at any moment in time.
Organizations that seek out technology providers offering specific or broad solutions and services to complement their existing infrastructures will best position themselves to provide the advanced capabilities needed for maximum responsiveness.
Use Cases
Enabling Advanced White-Label Contact Center Services
Use Case
White label: Comprehensive Cloud Contact Environment Center for Service Provider/Reseller Tenants
Solution Set
Applied Solutions
Branded White Label Services: Contact Center as a Service, EnhouseUC, Call Recording and QMS, SmartQuality, AI Insights Contact Center as a Service, EnghouseUC provided for each tenant communications and collaboration (including video). All activity is recorded by QMS for agent supervision, coaching and training. All call records appended to customer profiles in each tenant’s CRM along with transcribed notes. SmartQuality used to standardize agent evaluations, eliminate bias, consistent performance rating. AI Insights used to evaluate customer journey, and all customer feedback to improve overall service levels.
Use Case
Investment Portfolio Order Confirmation. Voice and Screen based communications.
Solution Set
Applied Solution
Branded White Label Service: Enghouse Connect integrated with Cloud Contact Center for both communications and collaboration. Orders – voice and screen based info – are recorded by QMS for Cloud with indexing for easy retrieval and playback. CRM updated with customer activity. Outbound Notification engages customers for payment, PCI-DSS enabled for privacy and security.
Use Case
BPOs: Digital Customer Engagement Across all Touchpoints
Solution Set
Applied Solutions
Use Case
Association: Regulatory Compliance Management
Solution Set
Applied Solutions
Call Recording and Quality Management deployed to record all inbound and outbound agent calls. Each call scanned, analyzed and indexed for key words, phrases or terms. Content Analyzer reviews calls in real-time, issues identified and trigger specific actions or notifications for immediate follow up. All calls can be appended to the customer CRM profile. SmartQuality ensures all communications are accurately tracked and exceptions identified for coaching and training.
Voxtron Resources
Agent Empathy Playbook For the New Reality
The customer experience can be affected by many variables outside your control. Your agents can be the difference between keeping customers engaged with calm and empathy or escalating situations into conflicts. Learn how your agents can defuse tense situations.
Frost & Sullivan: Contact Center Buyer’s Guide 2020
This buyers guide examines the North American contact center market, and covers the contact center on-premise systems and hosted/cloud markets.
Listen. Understand. Act.
Artificial Intelligence can be the objective source of truth needed to improve the customer experience (CX) your organization delivers. Invest in the future now, the benefits are immediate.