Enable your team to have more effective customer interactions.
Our Cloud Contact Centers Partners
Contact Center as a Service (CCaaS) offers cloud-based customer experience solutions. Opting for a CCaaS model enables you to purchase only the technology your business needs. That saves both time and money by reducing the need for internal IT resources and support.
Why Choose a Cloud Contact Center ?
Moving to cloud-based CCaaS solutions provides the substantial cost savings that most “as a service” cloud migrations offer, allowing your organization or business to benefit from:
Lower upfront investment
Fewer operating costs
Minimal cost of ownership
Reduced IT staffing
Decreased workforce management
Streamlined billing
Reduced downtime
Ability to support remote agents
Business continuity in the event of a disaster
Scalability up or down on-demand
Monthly updates in the cloud
Assured security and compliance
The new wave of CCaaS technology in contact centers gives you the freedom to:
Effectively manage remote teams with collaboration tools such as team messaging and video
Interact with customers through their preferred channel--on the phone or through chat, SMS, social, in-app messaging, to deliver a unified customer experience
Use real-time and historical dashboard monitoring for analyzing call history, activities, interaction volume, and patterns for quick root cause analysis
Take advantage of artificial intelligence with open APIs that integrate with leading AI engines, natural language platforms, and machine learning technology
Boost workforce optimization via tighter scheduling, quality management, and speech analytics
Take advantage of ready-to-use contact center integrations, with open APIs with CRM applications
Tips on Finding the Best CCaaS Vendor
Not all CCaaS vendors are alike. So how do you ensure a cloud call center service is staying on top of CCaaS trends and has the right functionality for your company? There is plenty to consider when evaluating vendors. Look into the pricing plans and which features are included. Ask if the CCaaS vendor can deliver:
Simple interface
Allowing you to quickly configure your Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) so you and your team can implement quick configurations and maintenance for your call flows
True Omni-Channel capabilities
With universal routing and queuing of voice and internet channels, such as email, webchat, SMS, social media, and video
Support collaboration
In a Collaborative Contact Center, agents can reach out beyond the contact center to subject matter experts throughout the enterprise
Customer Interactions Management
Including exceptional tracking tools to understand your agents interactions, including applications, operational support software including reporting, analytics, sentiment analysis, and self-service capabilities
Multiple calling abilities
Including inbound, outbound and blended options that can be easily added or removed based on company needs
Compliances
Following data privacy standards, regulations, and mandates like HIPAA
Access to customers data
Connections to existing web-based applications or CRM solutions via an adapter or web technology toolkit
Proactive contact
including outbound dialing and SMS, push text and email notifications
Support of virtual operations
Your remote workforce can be anywhere, including from home
Chatbot capabilities
Self-service and assisted-service interactions and transactions
Open API
Integrations with any existing or future software
24/7 Customer care support
Providing the assistance you and your team needs whenever is required
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How to Choose the right Cloud Contact Center Provider
When looking for a Cloud Contact Center provider, the best way is to connect with a telephony consultant like TeleSwitch.
TeleSwitch will focus on your needs and find you the right service provider for your type of business.
We will bring multiple options to the table and will assist you in the selection process.
We will negotiate on your behalf to get you the best prices and alternatives.
Our team will assist with the paperwork related to moving your telephones numbers to the new service provider to ensure a smooth transition.
TeleSwitch project managers and consultants will be available to assist with any additional needs that may come up during the implementation process and Go-Live if needed.
Our consultants could also help document your existing configuration and any desired change for a more efficient configuration of your new contact center solution.
TeleSwitch will give you and an additional layer of escalation during the implementation process.
Our engineers will be at your service if you need technical assistance during the configuration and go-live process.
Microsoft Teams solutions for contact centers
Microsoft Teams is the communication backbone of thousands of organizations all over the world. Now, you can help contact center agents deliver faster issue resolution and better service with contact center solutions that are certified to integrate with Microsoft Teams.
Empower connected agents to provide the best service
Contact centers integrated with Microsoft Teams provide streamlined access to apps and tools that help every employee find the best answers quickly.
Deliver a range of integrated capabilities
From direct routing for voice calls, to integrated presence information, to connected apps, integrated contact center solutions deliver productivity wherever agents are in their workflows.
Build on a foundation of quality
Certifications leverage industry best practices to offer assurance and confidence that enterprise organizations’ data and privacy are secured, protected, and compliant.
