Successful channel interactions can make or break your business. This situation is especially true in today’s contact center environments where frontline agents are under immense pressure to work quickly while providing customers with a fast, friendly, and personalized experience.
ePlus optimizes contact center operations by analyzing how organizations interact with customers over different inbound and outbound channels. We then create a plan for using advanced contact center components to replace or supplement legacy systems while lowering costs and increasing platform flexibility.
Legacy contact center systems are difficult and expensive to manage, support, and evolve. For most organizations, cloud-based infrastructure provides a more affordable, scalable, and secure way to enrich customer interactions and accelerate digital transformation.
CCaaS is designed with platform integration in mind and often includes advanced features for artificial intelligence, machine learning, and voice and chat collaboration. Its greater agility allows you to leverage data, unify workflows, and automate routine tasks across voice, social, email, mobile, and chat channels.
By optimizing contact center experiences, CCaaS allows you to understand the customer journey and drive it to higher growth. With the cloud, you can store and retrieve interactions, analyze data in real-time, and use these findings to boost agent productivity, improve first-contact resolution, and increase customer loyalty and lifetime value.
We work with you to create a plan that addresses business needs while lowering overhead operating costs. This roadmap provides a proven engagement model for accelerating implementation, increasing return on investment, and mitigating risk.