Modernize Your Contact Centre with an All-In-One Cloud Contact Centre Platform

Requirements
  • Headquartered In: EMEA
  • Contact Country: EMEA
  • Company Size: 500+ Employees
  • Industries: All
  • Titles: IT, Marketing, Operations, Customer Experience, Customer Support, Contact Center, Fulfillment, Digital Transformation, Innovation, Systems
  • Job Level: Influencers and Decision Makers
Overview

On-premises call centre systems make it difficult to support agents and keep up with customer needs, resulting in brand degradation, agent attrition and increased TCO. A cloud-based contact centre solution that connects customer and employee journeys by supporting omnichannel interactions solves these problems. Our Experience as a Service solution empowers agents with complete customer context while accurately tracking how it affects the contact centre.

Call centres face increasing customer interactions across a growing number of voice and digital channels. We provide a contact centre solution that enables agents to orchestrate customer experiences across all channels — all from one interface. You can measure and optimize customer journeys, and leverage bots and automation tools to help customers self-serve. This results in higher employee productivity and increased customer loyalty. It also increases your revenue.

Delivering exceptional experiences doesn’t stop with the customer. Today’s employees expect them, too. With native workforce engagement capabilities, we make it easy for businesses to create great employee experiences and improve retention by simplifying operations; embedding learning and training; and increasing efficiency.

Top reasons our community cites for adopting or considering this solution:

  • Challenges unifying customer interactions across phone, email, chat, text and social channels.
  • Challenges scaling contact centre resources to meet customer or seasonal demands.
  • Challenges transitioning from a self-service bot to a live agent or from agent to agent with full interaction and context history.
  • Challenges routing customers to the best call centre agent.
  • Challenges with call centre agent turnover.
  • Challenges measuring and tracking employee and business KPIs.
  • Challenges measuring, monitoring and optimizing customer journeys.

You must be directly involved in your company’s evaluation process for solutions like this, or in the management chain for people who do. You must be a hands-on user of the prospective solution or in the management chain of users. Please do not register for programs that are an unlikely fit. Your credibility and ours depend on it.

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