Contact Center Essentials

A collection of add-on services and expertise designed to transform your existing contact center.

Contact Center Essentials benefits

Help improve your existing on-premises contact center platform almost instantly

  • Help reduce cost and effort

    Improve your ability to meet customer expectations without the need for a rip and replace strategy.

  • Enhanced functionality

    Integrates with existing business applications to provide intelligent omnichannel engagements.

  • Unify service management 

    Analyze customer journeys, identify bottlenecks, and apply additional functionality to improve the customer experience.

  • Integrate tools 

    Unify disconnected and siloed business applications, systems, and platforms.

  • Improve the customer experience 

    Understand challenges and identify and plan to address customer experience opportunities.

  • Drive productivity 

    Utilize AI and self-service functionality to more efficiently handle simple and mundane tasks.

Multichannel vs. Omnichannel:

Which experience improves loyalty, satisfaction, and productivity?

View infographic

Digitize communication channels, customer journeys, and processes

Features Details
Digital plan Get the insight, strategy, and execution plan that can help your contact center achieve immediate and long-term transformational advantages from cloud services and automation.
Automated call analysis Engagement and speech analytics platform that uses AI and machine learning to reveal insight for customer interactions.
Automated customer response Optimizes contact center performance by routing calls to self-service where possible and helps ensure correct agent pool receives calls requiring additional assistance.
Automated conversations Uses AI-powered virtual agents to enhance or even remove the need for live agent involvement.
Intelligent journey mapping Learns, understands, and orchestrates customer conversations and journeys across interactions and organizational silos.

Resources

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Read4 Success Factors in Customer Journey Orchestration
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ReadHelp your business improve customer relationships with Cloud Contact Center.
AT&T Contact Center Solutions
WatchDevelop an omni-channel contact center.
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ReadEnd-to-end services, solutions, and expertise for contact center transformation.
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ReadTransforming the financial services contact center (PDF).
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ReadTransforming the retail contact center (PDF).
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ReadTransforming the manufacturing contact center (PDF).
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ReadTransforming the public sector contact center (PDF).
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ReadTransforming the Healthcare contact center (PDF).
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ReadTransforming the B2C contact center (PDF).
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ReadTransforming the B2B contact center (PDF).
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ReadTransforming the contact center in Sports and Entertainment.

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