Contact Center as a Service (CCaaS)
Your customized contact center
- Build great customer and employee journeys
- Enable your teams to work together comfortably
- A rich set of functional and integration possibilities
Contact center platform in the cloud
Through our contact center platform, you use only the technology you need to build personalized customer journeys.
- Build highly personalized customer journeys across all channels (voice, text messages, chat, e-mail, social media messaging)
- Upscale or downscale easily according to your needs thanks to the setup in the cloud
- Collaborate internally via chat and video, and share documents
- Integrate telephony via pre-installed connectors with Zendesk, Salesforce, Microsoft Dynamics, Teams and Skype for Business
- Maintain control through end-to-end analysis and reporting dashboards
Benefits of CCaaS
Your employees
Increased productivity and call agent engagement and loyalty through:
- Better collaboration between colleagues
- Reduced workload through task automation
- Higher task efficiency thanks to a single interface
- Coaching and evaluation tools
- Customer journey information in real time
- Advanced universal queues: select the best agent, based on skills and context
Your customer
Higher customer satisfaction and engagement result in better customer loyalty, more ambassadors and less churn through:
- Interaction with engaged and motivated call agents
- Improved quality of service
- Fewer queues and shorter waiting times
- 'Call me back' mechanism
- Better Customer Effort Score, increased customer satisfaction and NPS
Features of our contact center platform
Different digital channels
Chat, e-mail, text messages, messaging applications
Workforce management
- Recording features for coaching, training and self-assessment
- Resource management
- Quality assurance
Voice services
Inbound routing
- Inbound voice routing (ACD)
- Voicemail
- Callback
Outbound campaigns
- Inbound/outbound blending
- Proactive notifications
Co-browsing and screen sharing
Unified communications
- Accessible anywhere
- Collaboration between agents
Self-service
- Interactive Voice Response (IVR)
- Voicebots
- Chatbots
Reporting and analysis
- Performance dashboard
- Reporting based on historical data
- Possibility of real-time information
Integration
- Pre-installed connectors
- Genesys cloud APIs
How can we help you?
We guide you from A to Z in the implementation of your contact center in line with your expectations on all levels:
- HR
- Company culture
- Technology and processes
You are free to decide which consultancy services you want and when, depending on your business strategy, maturity, budget, priorities and schedule. From assessing your current situation to creating a transformation plan to user adoption and training.