IT'S TIME TO VISIT THE CLOUD
Customer expectations are constantly changing, and you need a cloud contact center that can keep up with them. When customers reach out to the call center to resolve a complex issue, they expect to be connected to an agent who can serve as a customer advocate - who has the context to know who they are, anticipate their needs, make them feel valued and resolve their issue on the first contact – no matter what channel they’ve chosen.
To provide a customer experience that is truly best-in-class, you need to provide a consistent experience across channels and touchpoints, while taking your customers’ preferences and history into account. The Zipwire cloud contact center gives you the features you need to give your customers the experience they demand, via IVR or mobile self-service, inbound and outbound voice, email, SMS, chat and even video interactions.
As consumer expectations rise, contact centers are faced with supporting an increasing number of interaction channels, easing access to information and embracing rapidly evolving technologies. Our pure cloud solution can be deployed rapidly; eliminating the need for complex on-site infrastructure. Aspect Zipwire also scales with your business and stays up-to-date, streamlining the process and lowering your overall costs, while increasing customer satisfaction and retention.
Advantages of our Zipwire cloud contact center include:
Cloud delivery that ensures your contact center adapts to your needs, with no downtime for upgrades or maintenance, the ability to turn up features as needed and no up-front capital investment, all with a 100% uptime service level agreement (SLA).
Show your customers you know them by supporting all of their interactions with data on their preferences and previous interactions.
A unified agent desktop and omni-channel routing reduce the complexities of supporting multiple channel.
Ensure adequate staffing for all channels and skills with easy-to-use cloud-based workforce management tools.
Keep your agents’ KPIs aligned with your corporate KPIs using a “single source of truth” and coaching.
Call recording, customizable interaction scoring, screen-sharing and screen-capture help supervisors provide feedback on agent performance.
After an interaction, feedback from the customer provides data to measure customer satisfaction and optimize processes.
Customizable and pre-built real-time analytics and reporting help improve first-contact resolution, maximize service-to-sales opportunities, monitor call quality and more.
The Zipwire Mobile and Web API leverages mobile and web capabilities for sharing photos, videos and documents, integrating mobile customer service functionality into your apps and websites without significant redesigns.
Our pure cloud solution is rapidly deployable, eliminates the need for complex on-site infrastructure scales with your business and stays up-to-date, streamlining the process and lowering your overall costs, while increasing customer satisfaction and retention.
See for yourself how Aspect Zipwire improves the customer experience with our 30-day free trial.
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