Comparing Two Completely Different Cloud Based Voice Solutions For Contact Centers...UCaaS vs CCaaS (VIDEO)

Mike Dance from Brookside helps try to reduce the confusion associated with today's contact center and cloud based unified communications (UCaaS) and contact center as a service (CCaaS) since they are really two different cloud based voice solutions.

To take advantage of FREE assistance to engineer and design a UCaaS solution for your organization’s network requirements simply click on this link and ask.

Unified Communications (UCaaS) Design And Sourcing Support

Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. Simply tell us what you need accomplished at the link below and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE.

Custom Contact Center (CCaaS) Design And Sourcing 

UCaaS VS. CCaaS .... What Is The Difference? (VIDEO)

 This video helps try to reduce the confusion associated with today's contact center and cloud based unified communications (UCaaS) and contact center as a service (CCaaS) since they are really two different cloud based voice solutions.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be.

Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Call Center vs. Contact Center....5 Benefits Of CCaaS (VIDEO)

 Call centers have evolved into contact centers, yet every business has not quite caught up. This video details 5 benefits of CCaaS (Contact Center as a Service) technology driving the evolution.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. http://www.business-voip-solution.com/contact-center-technology

How To Modernize Your Contact Center Operations

 Watch this video to learn how to modernize your contact center operations with AI and cloud based technology....and empower your agents to positively and productively interact with customers in any channel with CXone Omnichannel Routing. Follow the twins Jimmy and Johnny in their interactions with one contact center that uses CXone Omnichannel Routing, and another one that, unfortunately, does not. Learn how superior customer service can make all the difference as the twins reschedule a service appointment for their beloved beetles.

For your contact center to truly be an asset to your business objectives it must run smoothly at all times....efficiently and cost effectively. Competition is fierce and you can't afford any issues at any time. Performance, or lack thereof, shouldn't keep you up at night. To the contrary....you should sleep like a baby knowing everything is running like a well oiled machine.

To learn more about all the technology options available to help make your contact center operations soar to new heights simply ask us at the following link. It’s as easy as 1, 2, 3.

Contact Center Technology

8×8 Contact Center Helps Create Compelling Customer Experiences

 8×8 Contact Center helps create compelling customer experiences throughout the entire customer journey by leveraging insights and facilitating engagement with an immersive and total approach to customer experiences.  

WHO IS 8×8?

8×8 has been in the business since 1987, since then they have built their own full technology stack to have over two-hundred patents. They also have a global footprint, including deployment centers on five different continents.

As many of you are aware, expectations have changed forever due to COVID-19. Here is how 8×8 has been helping with all the change:

• Speed is the new competitive battlefield.
• Chat, SMS, social are becoming increasingly popular.
• Employees and customers expect instant information access.
• Data-driven content, relevance, proactiveness are the new norms.
• Scale, rate of technological change create complexity that requires simplification to manage.

They believe that powerful customer experiences happen by design. The right combination of platform extensibility and collaboration are required to:

• Support the Entire Journey – regardless of physical location, channel, application, and/or device
• Leverage Insights – from the customer journey to proactively enhance and simplify the agent and customer experience
• Facilitate Engagement – across the entire organization for an effective, immersive and total approach to CX

8×8 does all the above by using one cloud platform.

CONTACT CENTER

When it comes to Contact Center, they have a group of innovative technologies.

ROUTING

8×8 has several different Routing capabilities within their Contact Center Platform.

• Skills-based routing
• Dialer: predictive & preview
• Voice, chat, email, SMS, social media
• Direct Connect
  • Route to the same agent
• Intelligent IVR
  • ASR+NLP, AI-enabled self-service

Intelligent Routing is not intelligent unless you can simplify it and make it work for your organization. With 8×8’s intelligent routing, you get the following:

• Simplified set up with workflow builder
• Seamlessly handle all interactions through an intuitive workflow
• Holistic reporting across all channels
• Link multiple interactions to a single journey

ANALYTICS

8×8 offers customer journey mapping; this means they own the entire journey from the UC portion through the Contact Center portion. They can map all of this out for you.

• Customer journey mapping
  • Historical and real-time reporting
• Includes configurable dashboards and templates
• IVR journey analytics
  • Highlights opportunities to improve the CX

Here is how you can use reporting and analytics for more in-depth insights:

• Customize dashboards and wallboards using predefined widgets with drag-and-drop editing.
• Set thresholds to highlight in real-time areas outside of targeted boundaries.
• Expand agent visibility into their own performance.

WORKFORCE ENGAGEMENT MANAGEMENT

Workforce Engagement Management is what 8×8 uses to drive productivity and improve experiences.

• Empower supervisors to see a complete picture of the customer interaction.
• Highlight, save, and share specific moments of interactions using the Conversation Highlighter.
• Correlate customer survey data with quality data.
• Highlight common topics and categories with a graphical view; drill down to the details to learn more.

To learn more about 8X8 and take advantage of a comparison of 100s of other contact center solution vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

Why You Should Be Speaking With Broadvoice For Your UCaaS AND CCaaS Needs

 Below you can see an overview of the Broadvoice territory map, which shows their coverage nationally.

Broadvoice is a Cloud PBX provider, and they also have a Contact Center add-on. Something a lot of people don’t know is that they also offer SIP Trunking. At the beginning of January, they took on a big task of revamping the architecture of their back-end platform. As of June 2020, they have completely moved their architecture to be a shared cluster, it is a proprietary platform, and it is geo-redundant. Instead of having a single architecture or a single cluster in a couple of different Data Centers, they have spread it out nationwide. This makes it so that if there are any issues in a specific cluster, it’ll only affect that specific pod instead of the entire network.

When it comes to Cloud PBX, they have two different seat models. This includes their traditional seat model, which is a one-to-one call path ratio. For other industries such as schools, counties, or manufacturing that have a lot of phones, they have their call path model.

Broadvoice has made its platform a standard on all seats; they provide their Broadvoice communicator software client which is their softphone application. It’s feature highlights include:

• Desktop Calling
• Chat & Group Chat
• Text Messaging
• User Presence
• Video Presence
• Video Calling
• Screen Sharing

There have been some exciting changes this year, including some new integrations. The first new integration is Microsoft Teams.

Lastly, Broadvoice has also released its integration with Salesforce.

To learn more about Broadvoice and take advantage of a comparison of 100s of other UCaaS and CCaaS solution vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

TALKDESK’S MISSION TO END BAD CUSTOMER SERVICE

 EVERY MOMENT IS AN EXPERIENCE THAT MATTERS

We have transitioned into the age of the customer, where buyers have more choice and control in how they interact with brands than ever before. Today it’s all about the experience. Your customers demand real-time service, either via self-service or direct to an agent. They expect seamless service across channels, and they expect intelligent service, meaning you need to know who they are and have a basic understanding of their problem.

The reason Talkdesk exploded onto the CCaaS scene is because of their speed of innovation:

• They were born in the cloud! They’re not trying to replace any old systems.
• They’ve got native AI baked right into their platform.
• They’ve built the first App Ecosystem for Contact Centers with Appconnect, allowing you to extend capabilities with a single click.
• Their agile development rolls out new capabilities daily, instead of the traditional three releases a year. They’ve delivered over 600 features in the past 24 months. In fact, Talkdesk filed for 200 patents in the last 100 days of 2019.

Talkdesk has followed all of this up with rolling out twenty new products in the first twenty days of 2020! Because of all this, they have the most review and highest scores on all major review sites.

 

At the beginning of the pandemic, approximately five percent of the U.S. workforce was employed by contact centers. A study done in April found that in January 2020, forty-three percent of agents said they could work remotely if they needed to. Of course, that number increased drastically by the end of March, and it is expected to remain around sixty percent going forward. This means companies need to be prepared to continue supporting hundreds or thousands of agents to work remotely, with the same level of security and customer service. Supporting this requires having the right support and strategies in place to enable this new contact center model.

Some questions you should be asking may include:

• How do you ensure your agents are set up to take calls from home, with no impact to service quality?
• With users now accessing your systems remotely, how do you ensure optimal security and compliance?
• How do you ensure that your CX team’s communications tools continue to perform in a WFH environment?
• How do we ensure that team members still have access to knowledge, without their peers sitting next to them?

CASE STUDY

Employbridge is a great customer of Talkdesk! The EmployBridge company mission is simple: find great jobs for great people. What started many years ago as a vision to connect job-seekers to the right employer for their skillset, has grown into a best-in-class enterprise. EmployBridge matches more than 400,000 employees in over 12,000 companies annually.

EmployBridge needed an agile contact center solution that could support high interaction volume and complement its culture of rapid innovation. Lagging technology and poor support from its first-generation cloud contact center provider were getting in the way of accomplishing their goals. EmployBridge chose Talkdesk for its continuous product innovation, deep integration to Microsoft Dynamics, and its unique flexibility to integrate with other key business applications–both now and in the future.

Their Talkdesk solution includes:

• Talkdesk Agent Assist will be at the forefront of their customer satisfaction strategy. Giving agents real-time suggested actions and removing the burden of tedious data entry will allow them to stay focused on the customer, instead of worrying about the technology.
• Integrations with Microsoft Dynamics and the EmployBridge knowledge base utilize AI-driven data to segment high-value interactions, route them to the best available agent, and present helpful information in real-time.

Since implementing Talkdesk:

• 20% reduction in human-assisted contacts
• Talkdesk Agent Assist will help drive higher CSAT, lower handle times and improved customer experience

Talkdesk’s mission is to end bad customer service for the world; they are here to help customers use CX as their competitive advantage!

To learn more about TalkDesk and take advantage of a comparison of 100s of other contact center vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

The Most Recognized Brands Deliver Their Customer Experience With Genesys

 Genesys Cloud makes it possible for contact centers to run smoothly. It can create fluid customer conversations across digital and voice channels, predict and understand customer issues before they escalate, or before they even happen. It also makes it easy for agents to resolve issues fast with an intuitive interface. This empowers employees to find solutions and collaboration tools that let them talk, video, chat, and search. Lastly, it creates better business outcomes by seamlessly integrating with Salesforce and other CRM tools to add context to customer journeys. Their differentiators include:

• $250M in Research and Development, and planned for the foreseeable future.
• Built on AWS
• Continuous delivery of features, w/out interruption (150 last year)
• Created using microservices architecture for reliability
• All-in-one, NATIVE CC/US/WFM/AI
• A powerful and unique AI story
• No one knows large global CC operations like Genesys

The most recognized global brands deliver their customer experience with Genesys.

So, when should you think of Genesys?

• Prem to cloud migrations (Avaya RT7 EOS)
• Inferior cloud to Genesys Cloud
• Both all-in-one or stand-alone CCaaS
• A true omnichannel cloud solution
• Looking to use AI to re-invent their business

CASE STUDY

To learn more about Genesys and take advantage of a comparison of 100s of other contact center providers ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

CXone Omnichannel Routing....Contact Center Technology For Today's Customer (VIDEO)

 Watch this video to learn how to modernize your contact center operations with AI and cloud based technology....and empower your agents to positively and productively interact with customers in any channel with CXone Omnichannel Routing. Follow the twins Jimmy and Johnny in their interactions with one contact center that uses CXone Omnichannel Routing, and another one that, unfortunately, does not. Learn how superior customer service can make all the difference as the twins reschedule a service appointment for their beloved beetles.

For your contact center to truly be an asset to your business objectives it must run smoothly at all times....efficiently and cost effectively. Competition is fierce and you can't afford any issues at any time. Performance, or lack thereof, shouldn't keep you up at night. To the contrary....you should sleep like a baby knowing everything is running like a well oiled machine.

To learn more about all the technology options available to help make your contact center operations soar to new heights simply ask us at the following link. It’s as easy as 1, 2, 3.

Contact Center Technology

THE TOP 5 QUESTIONS CONTACT CENTER LEADERSHIP SHOULD ASK CCAAS VENDORS

The contact center as a service (CCaaS) market is booming, as businesses everywhere are looking for ways to support remote agents.

The rapid acceleration of CCaaS is due in part to COVID-19, which has accelerated cloud adoption and digital transformation. In 2018, just 16.8 percent of contact center seats were in the cloud. By the end of 2020, this figure could reach 40 percent or higher.

To capitalize on the demand for CCaaS, contact centers need to be prepared to ask a variety of questions during the buying process.

Here are the top five questions that  are currently asking:

What Features Do You Offer?

Companies will have different needs and expectations, depending on their size, industry, and goals. For example, HIPAA compliance will be a deal breaker for a healthcare company. Another company may prioritize features like SMS communication or omnichannel engagement.

Contact Center leadership needs to have a solid understanding of all the various features that a CCaaS solution may offer, to best align with solutions that meet their needs.

How Quickly Can You Scale?

Merely promising a company that they can scale is not enough to win a contract. Buyers will want to know how quickly a vendor can scale when needed — especially businesses with seasonal fluctuations or startups on the verge of massive growth. Buyers will want to see specific scalability details included in their SLAs.

What Security Features Do You Offer?

In a study conducted by Masergy and IDG, 93 percent of respondents said it was highly important to bundle security features and services with CCaaS and UCaaS.

CCaaS buyers will expect to hear how features like firewalls, real-time monitoring, identity management, and encryption can protect sensitive customer data as it flows over insecure remote networks.

What Type of Architecture Do You Offer?

Buyers will also want to know what type of architecture a vendor offers, whether it’s multi-tenant (meaning multiple companies share an instance) or multi-instance where each company has its own. Contact Center leadership needs to be prepared to discuss each approach’s pros and cons to help determine the architecture that’s best for their needs.

What’s your geographical footprint?

Performance and reliability are top of mind for buyers when purchasing CCaaS solutions. As such, vendors should expect IT-savvy shoppers to inquire about the geographical location of vendor network nodes.

To learn more about CCaaS and take advantage of a comparison of 100s of providers ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

The Omnichannel Contact Center (VIDEO)

 WWT’s Mirza Chughtai discusses how new technologies are enabling a broadened contact center experience and changing the definition of omnichannel.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations’ specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below....and we’ll help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Disrupting And Transforming The Contact Center Experience (VIDEO)

 In this video Deloitte leaders discuss how contact center technology can serve as a catalyst for enterprise digital transformation and customer engagement.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations’ specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below....and we’ll help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

5 Keys To Contact Center Digital Transformation (VIDEO)

 In this video you’ll learn key implementation strategies to make your contact center digital transformation effort a success....including why it is crucial to optimize processes BEFORE bringing in new technology. You’ll also find out how to leverage new technology to improve efficiency and Customer Experience.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations’ specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below....and we’ll help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Contact Centers 2030....How CCaaS Significantly Improves Customer Engagement (VIDEO)

 Research suggests customer loyalty is declining*. However, renowned futurologist Professor James Woudhuysen believes the collaboration between artificial intelligence and contact centre staff can persuade the Sceptical Customer on convenience and company ethics. In this video, James looks at evidence to suggest the latest technology can help improve customer experience, especially when applied alongside human intelligence, why the level of trust a customer has in a business is now an important factor during the buying process and how customers are becoming more confident at using the latest technology to complete specific requirements, without the need of human intervention.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations’ specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below....and we’ll help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Cloud Contact Centers....No Longer “If” But “How”

Cloud adoption for contact centers has been accelerating over the past 18 months. Large enterprises are now choosing it as their target model. While the migration to a cloud contact center is straightforward for small and midsize operations, it is harder for organizations with over a couple of hundreds of seats. I want to discuss these challenges and how to address them.  Read on for more....

Cloud Contact Centers....No Longer "If" But "How"

For free assistance to decide just what this perfect contact center solution can look like for YOU...and free help designing a custom solution just for YOUR organization...simply go to Contact Center Technology and ask us. It’s as easy as 1, 2, 3.

CCaaS 101 - Your Guide To Cloud Contact Center Technology (VIDEO)

 What is CCaaS (Contact Centre Platform as-a-service)? Patrick Watson explains the tech and provides a quick rundown of the key benefits.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations’ specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below....and we’ll help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Call Center vs. Contact Center.....5 Benefits CCaaS (VIDEO)

Call centers have evolved into contact centers, yet every business has not quite caught up.

5 Benefits of CCaaS:

1. Improved Customer Experience Multichannel communication strategy inbound and outbound. Skills based routing, crm integration - know your customers.

2. Better Agent Experience Integrate with critical apps; crm software, salesforce, sugar, hubspot, zoho, pipedrive, base, dynamics, sap, netapps.

3. Substantial Cost Savings Save money vs. traditional premise based call center hardware and complex maintenance contracts.

4. Reliability, Flexibility, & Scalability Up to 100% uptime service level agreements from select providers. Provision new agents around the world in a matter of clicks.

5. Business Intelligence; live dashboard, reporting, & analytics

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations’ specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below....and we’ll help you source and design a custom contact center solution just for you. Plus.....our services are FREE.

Contact Center Technology