SVL is delighted to announce its partnership with European customer service outsourcer, Ascensos, to deliver a brand new bespoke Amazon Connect platform that will improve both their service to clients and agent experience.
The arrival of Amazon Connect, a cloud CCaaS (Contact Centre as a Service) platform, is changing the Contact Centre industry in both cost and technology.
By replacing current infrastructure with a new cloud-based Amazon Connect platform, SVL and Ascensos will now offer their clients customised functions such as speech analytics, process automation and natural language automation as an on-demand service.
The AWS product has been further refined by SVL and industry software developers Omningage. The new software has been designed from the perspective of the agent, with highly intuitive interfaces and outstanding analytics to support the agent and their supervisor.
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David Gilfillan from Ascensos commented "We are delighted to partner with SVL to provide our clients with an unrivalled on-demand service, allowing them to access advanced features like analytics that previously had been restricted by both cost and infrastructure. Our family of agents will use a fantastic intuitive desktop that will give them greater control, ultimately leading to a better customer experience.
Debbie Bicker from SVL said, "It’s been a real joy to work with both Omningage and Ascensos to develop this bespoke Amazon Connect product which will be a real game-changer for the outsourced contact centre market. Clients of Ascensos will now access software that will enhance both productivity and customer experience whilst using the service only when they actually need it"
About SVL Business Solutions:
Founded in 1967, SVL is a UK provider of multimedia interaction recording and contact centre applications including quality management, real-time automation, WFM, customer feedback and analytics. The company is focused on enabling users to enhance customer satisfaction, improve agent effectiveness, streamline processes and reduce operational costs while ensuring compliance with internal procedures and regulatory requirements. SVL is an Amazon Connect Partner and is proud to offer a smarter cloud strategy to all clients, enhancing digital innovation and transformation.
Ascensos provides contact centre services in The UK.
Published: Wednesday, May 26, 2021
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