Contact Centre Challenges Workshop Registration

Contact Centre Challenges Workshop Registration
Contact Centre Challenges Workshop Registration2018-03-20T04:48:00+10:00

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STABILITY

All CloudWave cloud contact centre technologies leverage Amazon’s 99.99999 availability. Using AWS “microservices” the platforms are uniquely designed from the ground up. They offer efficiency in signalling and all other design aspects, but separate voice and deliver that component via solid proven telco infrastructure. The result is the best of both worlds – All the intelligence, freedom and scalability of the cloud world, delivered by a hardened, reliable telco environment. Cloudwave offers free proof of concepts and we encourage our clients to test this for themselves. We are 100% confident in this new architecture and design of mission critical cloud services.

COMPLEX AND EXPENSIVE MANAGEMENT

CloudWave offers simple cloud licensing models so you pay only for what you consume.  ALL aspects of the platform – security, stability, ongoing and continuous software feature updates, voice / network delivery and agent interface are managed by CloudWave and our best of breed vendors.  We provide best practise guidelines for network “quality of service” for our clients to follow, ensuring a simple approach to management.  Clients like DHL, Uber and Salesforce.com have embraced our ease of management, in particular functions such as the ability of users to access the system from anywhere at any time. They are able to direct, via our soft interface, which phone in their vicinity will ring and deliver their calls, or simply take the call via WEB RTC over the browser.

SEAMLESS INTEGRATION WITH BUSINESS TOOLS
Not only do our platforms integrate natively with Salesforce out of the box, but Salesforce themselves are one of our global reference sites. Through REST API’s we have proven abilities to integrate with almost ANY business tool or system, including SAP, Oracle, MS Dynamics, Sugar, Tessitura and Cherwell amongst others. We utilise Amazon Lambda to call upon almost any system you have as part of your business operations. We would be happy to link you with reference customers so you can see first-hand the successes we’ve had in this very difficult integration arena.

CUSTOMER EXPERIENCE
Using Serenova CXEngage we can provide you a single pane of glass to the agent capable of sending and receiving real time, two way voice, email, chat, SMS, Facebook messages. Future platforms include Twitter and WhatsApp messages which can be fed into your contact centre using the same logic for skills based routing – identifying staff who have the best skills for each medium and allocating messages accordingly. You can increase your addressable market 10 times over by opening up these channels. Without a plan, you could risk being left behind as millennials and those adept at more digital methods of communication grow and require services.

LONG QUEUE TIMES
Amazon CONNECT provides engines that will capture and scribe speech text and use advanced voice play back to create a living conversation using AI and text back to speech. This innovation offers limitless ability for your contact centre to reduce interactions that are repetitive or low skilled and don’t require direct contact with an agent. Once captured, we also provide sentiment analytics to catch customers who may be about to leave, incidents before they occur and give you the ability to react accordingly adding a depth of user experience that we have never been able to provide before. Now is the time to investigate and implement such technologies that will allow you to clearly establish a competitive advantage.
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[av_heading heading=’Register your interest to attend our workshop in August 2018′ tag=’h2′ style=’blockquote modern-quote’ size=” subheading_active=” subheading_size=’15’ padding=’0′ color=” custom_font=”][/av_heading]

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Registered participants will be informed of the final date.

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[av_heading tag=’h2′ padding=’0′ heading=’RESEARCH SHOWS THAT THESE ARE THE TOP 5 CHALLENGES IMPACTING USER EXPERIENCE TODAY ‘ color=” style=’blockquote modern-quote’ custom_font=” size=” subheading_active=” subheading_size=’15’ custom_class=”][/av_heading]

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  1. Stability – any downtime has a detrimental business impact
  2. Management – complex and/or high cost
  3. Lack of seamless integration with business tools like CRM, ticketing or company website
  4. Poor Customer Experience where all channels including chat, e-mail, Facebook, SMS, and voice calls are not fully integrated for easy management
  5. Long queue times due to basic routing intelligence, lack of analytics or deeper reporting tools

CloudWave will be hosting a workshop in June 2018 where we will be showcasing success stories.  In particular we will be highlighting cases from our client base where these typical challenges are overcome and inviting our workshop attendees to try stump us with their own.
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