Improve Customer and Agent Experience with a Next Generation Contact Center Platform
Contact Center as a Service (CCaaS)
Create brand loyalty by providing a personalized customer and agent experience with every interaction. Today’s customers want a seamless customer journey across all communication channels, starting with their communication channel of choice. That’s where a customer experience platform comes in.
CCaaS (Contact Center as a Service) empowers customers and agents to engage in effortless conversations across voice, email, chat, text and social media.
Reduce costs and increase efficiency by leveraging the Power of AI (Artificial Intelligence). Your next generation Contact Center can handle 75%-90% of queries without agent interaction, provide real-time guidance to agents shorten call handle times, and deliver interaction analytics back to business leaders which uncover insights to drive improvements in customer satisfaction.
Redefine your CX Strategy with Bridgepointe
CCaaS Consultancy Services in Reno NV
Bridgepointe partners with the world’s leading CCaaS Suppliers to provide a thorough market analysis of the most powerful and cost-effective next-generation Contact Center platforms for your business.
Whether you are doing a complete migration from a legacy premise-based Cisco, Avaya, or I3 platform to the cloud, or trying to augment your existing Contact Center Platform with Workforce Management, Quality Assurance, AI, or Automation, our CX Solution Architects have the expertise to help you transform your customer and agent experience.
We’ve helped hundreds of enterprises make the transition to CCaaS and CX platforms by focusing on the people, the processes and the technology which create the greatest operational efficiencies and most valued business outcomes.
Our CX experts will help you determine the right solution while ensuring you’re meeting today’s business goals and tomorrow’s transformations to stay ahead of the curve of change.
Our CX Solution Architects use our proven Time to Value Model to help you navigate every step of the process including:
- Audit and assessment of current capabilities.
- Development of CCaaS needs analysis.
- Coordination of supplier meetings and tailored demonstrations.
- Side-by-side supplier score carding.
- Price benchmarking and negotiation.
- Implementation and transition.
To learn more about our advanced CX Strategy, outsourcing, implementation and managed services, CLICK HERE. Contact us today to get started on your CCaaS project.
Take the Guesswork Out of CX
Choosing the right platforms for your company can be difficult without in-depth knowledge of what each solution can provide for you.
Bridgepointe is here to help you drive value from your CCaaS and CX investments by guiding you towards the most powerful and cost-efficient solution for your business
What is a CX Strategy?
CX strategy in IT, also known as customer experience strategy in IT, refers to the roadmap a company creates to deliver positive interactions for its customers with IT products and services. It goes beyond just the functionality of the technology, focusing on the user’s overall experience throughout their journey.
Here’s a breakdown of what CX strategy entails in the IT world:
- Understanding the Customer Journey: Mapping out the touchpoints a customer has with IT, from initial awareness to troubleshooting and ongoing support.
- Identifying Pain Points: Pinpointing areas where customer experience falls short, like complex interfaces or long wait times for help.
- Setting CX Goals: Defining what success looks like in terms of customer satisfaction and loyalty within the IT realm. This could involve metrics like resolution times or customer effort scores.
- Creating Solutions: Developing strategies to address pain points and improve touchpoints. IT solutions could involve self-service options, intuitive interfaces, or well-trained support staff.
- Data-Driven Approach: Using customer feedback and data analytics to measure the effectiveness of CX initiatives and make adjustments as needed.
By implementing a strong CX strategy, IT departments can:
- Increase customer satisfaction and loyalty
- Reduce support tickets and costs
- Improve user adoption of IT products and services
- Gain a competitive advantage
Here are some additional points to consider for CX strategy in IT:
- Security and Privacy: Building trust by ensuring customer data is secure and privacy is respected.
- User-Centric Design: Focusing on designing IT solutions that are easy to use and meet the needs of the customer.
- Communication: Keeping customers informed about IT updates, outages, and solutions.
Overall, CX strategy in IT is about ensuring that customers have a positive and productive experience when interacting with technology.
What is a Contact Center Platform?
A contact center platform is essentially the software backbone of a modern customer interaction hub. It’s a unified system that streamlines communication between customers and businesses across various channels.
Think of it as a command center for managing all your customer interactions, be it:
- Phone calls: The classic method of contact centers.
- Emails: Handling inquiries and requests through email.
- Live chat: Providing real-time chat support for customers on your website.
- Social media: Interacting with customers through social media platforms.
Here are some key features of a contact center platform:
- Omnichannel Routing: The ability to route customer inquiries to the most appropriate agent based on their needs, channel of choice, and agent skills.
- Customer History and Context: Providing agents with a complete view of the customer’s interaction history, allowing for personalized and efficient service.
- Workforce Management: Tools for scheduling agents, tracking performance, and optimizing staffing levels.
- Reporting and Analytics: Generating reports on key metrics like call volume, resolution times, and customer satisfaction.
There are two main deployment options for contact center platforms:
- Cloud-based: The platform is hosted by a service provider, eliminating the need for on-site hardware and maintenance.
- On-premises: The platform is installed and managed on the company’s own servers.
Overall, contact center platforms aim to improve the customer experience by providing efficient and personalized service across various communication channels. They also empower businesses to manage their contact center operations more effectively.
Source: Gemini AI
