Mattoon, IL, USA, July 14, 2020 -- Consolidated Communications (NASDAQ: CNSL), a broadband and business communications provider, announced the launch of its Cisco Webex Contact Center that has the capability to match customers with the best-equipped agent and allows agents to manage multi-channel interactions from their desktop.
The Webex Contact Center empowers agents with data-driven, artificial intelligence capabilities designed to deliver a more personal experience for everyone involved in the transaction. Skills-based routing matches customers to the agent best suited to resolve their issues. Predictive analytics anticipates customer needs based on where they are in the sales process and matches them with the appropriate agent.
"Connecting customers to the right expertise seamlessly allows an organization to work smarter and provide better service to its customers," said Doug Abolt, vice president of commercial product management at Consolidated Communications. "A move to a cloud-based solution doesn’t have to be difficult when you have an experienced partner."
Illinois-based First Mid Bank & Trust looked to Consolidated to gain efficiencies by using the Webex Contact Center. "During the recent pandemic, we weren’t sure how the Contact Center would function for us remotely, but we found it very simple to use and we’ve experienced very few issues with the software," said Anna Bright, customer support center manager at First Mid Bank & Trust. "As a result of the metrics provided by Consolidated’s Webex Contact Center, we’ve been able to adjust staffing levels to more effectively and efficiently serve our customers."
The cloud-based contact center integrates with CRMs and other cloud applications, as well as Consolidated’s ProConnect Unified Communications platform.
Posted by Veronica Silva Cusi, news correspondent
About Consolidated Communications:
Inmate communications. Call center speaks with friends/family of the offenders.
Published: Thursday, July 16, 2020
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