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Gone are the days of siloed support based on individual channels, today’s customers demand a seamless experience across all touchpoints of a business. Contact centers, especially CCaaS, juggle voice calls, emails, live chats, social media interactions, and more. This is true for 75% of contact centers.
Popular contact center technologies for CCaaS include call queuing, ACD, IVR, chatbots, CRM integrations, and omnichannel communication technologies. The implementation of these technologies is simplified with their cloud capabilities, especially with 66% of contact centers using cloud-based solutions to enhance scalability and remote work capabilities.
The use of these technologies is on the rise as well; for example, 65% of contact centers have already implemented chatbots for basic customer service functions.
However, with the increasing use of technologies for contact center operations also comes the need to optimize them. This is necessary to get the most out of the investment that businesses make for these enhancements.
This is where Symphony from Blackchair comes in. Symphony’s automated CCaaS management capabilities allow you to fine-tune the technology usage of your cloud contact centers—facilitating optimized and synchronized operations for elevated CX delivery.
Let’s take a look at how Symphony enables this.
Blackchair Symphony leverages class-leading automated solutions to synergize CCaaS operations across all systems within your contact center. It acts as a central hub, allowing you to manage and configure all aspects of your CCaaS platform, including contact center technologies, through a single, intuitive interface. Here’s how it helps:
By optimizing overall CCaaS operations and establishing a more productive, efficient, and transparent CCaaS operating environment with Symphony, you will be able to see much better results in your CX function.
Symphony is your gateway to a CCaaS operating environment that delivers results beyond your expectations. With this solution, our clients have seen massive improvements, like a 500% productivity boost, 70% reduced time-to-value, and 917% faster rollback of changes.
Experience the power of automated CCaaS configuration management, get in touch with us for a free demo today.
Optimize omnichannel contact center solutions through complete CCaaS configuration auditing & automation capabilities facilitated by Symphony.
Contact centers use a variety of technologies, from ACD and IVR to chatbots and CRM integrations. All of them, in some way or another, contribute to better CX delivery through optimized CCaaS operations.
Contact center technologies help streamline operations, provide better insights, and empower agents to offer more personalized, efficient, and effective customer experiences.
The 6 components are:
- Location, building, and facilities
- Customer
- Technology
- Process
- People
- Finance and business management
Blackchair Symphony is an industry-leading automated cloud contact center management solution that facilitates a more productive, efficient, and transparent CCaaS operating environment through its configuration, auditing, and automation capabilities.
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