Leading cloud communications provider, Nextiva recently revealed the next step in the development of its communications portfolio. The Nextiva Contact Centre CCaaS solution, integrated with the Nextiva phone system, will enable companies to connect with customers in an omnichannel environment. The Nextiva CCaaS solution aims to give agents the tools they need to improve customer experience, resolve problems fast, and collaborate with colleagues.
Available now to customers via channel partners, the Nextiva Contact Centre responds to the rapidly shifting marketplace, and the need for more remote workforces and online communications. According to Nextiva, customers have rapidly increased their demands in this new landscape, and companies need to be able to adapt to serve their clients.
Introducing the Nextiva Contact Centre
Gartner Research believes that by 2025, 40% of all contact centres will become “profit centres” for customer engagement. The Nextiva Contact Centre will allow companies to leverage the power of the contact centre, with tools designed to improve CX at every level.
According to CEO for Nextiva, Tomas Gorny, the company has already helped thousands of companies to enrich their experience through digital communications and voice technology. The launch of the Nextiva cloud contact centre offering also reinforces the commitment of the brand to create amazing customer experiences.
Nextiva CCaaS offers a robust suite of applications for the contact centre, including a blended outbound and workforce management, intelligent virtual agents, workforce optimization, inbound environment, and CRM integrations. Seamless integration with the Nextiva Business Phone System also helps office-based, distributed, and hybrid groups to serve their customers.
Key capabilities of the solution include:
- Quick SIP trunk connection implementation
- Redirecting callers automatically, or with conferencing, 4-digit dialling or manual transfer
- Eliminating additional toll charges for calls with the rest of the business
- Placing calls between business team members and contact centre
Exploring the New Contact Centre
The Nextiva Contact Centre, coupled with the secure and reliable network and VoIP technology, assists companies in managing customer interactions efficiently, so companies can quickly and easily respond to user needs with outstanding customer service. Key capabilities include:
- Workforce management and optimization tools for forecast demand and improve performance
- Inbound, blended, and outbound capabilities for call routing and agent traffic control
- Self-service IVR and intelligent agents for managing call volume and speeding up resolution times, without increasing cost
- Streamlined solutions for multi-channel collaboration to help agents communicate
- Skills-based routing to enhance the customer and agent experience
- Orchestration of customer communication across email, voice, SMS, webchat, social media, and video
from UC Today https://ift.tt/3iOBv7r
0 Comments