Evolving customer behaviors and expectations, combined with the first-time impacts of a global pandemic, forced organizations to accelerate a shift to cloud for better agility, capacity management, security, disaster recovery, customer experience, and data consolidation. But what makes for cloud success? Businesses are wowed by new cloud technologies and quickly deploy them to solve specific issues, yet many end up with more costs and cloud complexity.
Cloud success is less about tools and more about strategy (and more specifically, a partner who ensures your cloud strategy is designed to drive business value). The right provider will act as a partner who works closely with you to support you on the core aspects of your cloud journey. These can include customer journey design (automation, self-service), the agent/employee experience (analytics, workforce engagement), operational intelligence (proactive engagement), contact center optimization (digital customer service), and productivity and cost. All of these things must work effortlessly together for customer service and operational excellence.
Servion’s breadth of technology solutions, capabilities, and expertise uniquely positions us to be able to handle any customer’s specific cloud needs. We help develop the right approach by ensuring clarity on the desired business outcome or end result, and we utilize our industry-leading talent to address customers’ core business issues along the way.
Move to the cloud with confidence. Continue the conversation with Servion’s team of cloud experts.
Publish Date: December 20, 2021 2:20 AM
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
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