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CCaaS (Contact Center as a Service) delivers call and contact center functions and capabilities as a monthly subscribed service. Features include the following:
Inbound and outbound communication channels such as voice, email, web chat, and social media integration. This key capability, omnichannel, is getting more dynamic, deeper as time goes.
Robust reporting capabilities to measure agent productivity and schedule forecasting
Machine learning and Artificial Intelligence (AI) are rapidly becoming a core component of next generation contact centers to enhance customer service by providing quick answers to FAQ without needing a live agent.
Eliminate costly onsite hardware and enabling the uniform telephony experience for all users, no matter location. Additionally: