June’s Feature Of The Month:
UCCaaS – Unified Contact Center as a Service
Smart Choice’s Unified Contact Center as a Service (UCCaaS) moves your contact center solution to the cloud. This provides you and your users with options that help improve customer engagement, maintain efficient operations, and cut your monthly costs. Moving your contact center to the cloud promotes reliability because Smart Choice maintains the upgrades and modifications that reduce the need for internal IT support. UCCaaS presents the opportunity to pay only for the technology your business needs, driving down costs while significantly boosting the capability to better serve your customers.
The Unified Contact Center as a Service platform is integrated with Smart Choice’s own OmniPortal to provide reports and analytic insights. These performance metrics help provide an accurate picture of performance within the call center and help identify strengths and weaknesses. Call center reporting is vital in maintaining and improving the successful execution of direct marketing strategies and campaigns. UCCaaS also boosts productivity by granting your employees the ability to quickly analyze interactions across multiple channels for better informed business decisions.
Comparable to other solutions Smart Choice has to offer, UCCaaS can be fully customized by our technicians to meet your organization’s specific needs. A fully optimized cloud software system can provide automatic updates and upgrades, leaving you with technology that is always current. Data and infrastructure are protected in a secure data center environment that offers encryption and security monitoring. A cloud-based service makes it simple to change the number of users anytime from anywhere. Smart Choice’s UCCaaS operates with superior performance and can be expanded in the future to accommodate other departments throughout your business in addition to minimizing the costs for multilocation businesses.
Smart Choice strives to provide the best customer experience available through the latest cloud-based contact center technology.
More Features Include:
- Protection through highly secure and reliable network connectivity
- Improved contact center performance
- Reduced operational costs
- Technology updates
- Automated features, including Interactive Voice Response (IVR) applications
- Call monitoring and recording
- Report analytics that provide data for more informed decisions and employee productivity
- Efficient inbound and outbound call center routing
- Customer routing to the most appropriate agent for enhanced customer experience
Unified Contact Center as a Service
Problem:
A company specializing in health care had an old voice only call center system. Callers were being routed to the first available person regardless of the callers need or agent’s knowledge. There was no way to know if transferred calls were going to be answered or end up in another queue.
Solution:
Smart Choice spoke in depth to determine the company’s departments and frequent customer needs to design a contact center. The UCCaaS platform helped agents navigate with ease to any department they needed. In using the UCCaaS solution, statistics along with other performance metrics helped the company to identify areas for improvement within their business operations to boost profits.
