{"id":1735,"date":"2023-09-29T09:56:15","date_gmt":"2023-09-29T14:56:15","guid":{"rendered":"https:\/\/www.convergedsystems.com\/blog\/?p=1735"},"modified":"2023-09-29T09:56:15","modified_gmt":"2023-09-29T14:56:15","slug":"tech-talks-cloud-contact-center-solution-can-lower-handling-times-by-50","status":"publish","type":"post","link":"https:\/\/www.convergedsystems.com\/blog\/tech-talks-cloud-contact-center-solution-can-lower-handling-times-by-50\/","title":{"rendered":"Tech Talks: Cloud contact center solution can lower handling times by 50%"},"content":{"rendered":"

\"Illustration<\/a><\/em><\/p>\n

This article originally appeared on the Stratosphere Networks website<\/em><\/a>.<\/em><\/p>\n

To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions. Our Tech Talks blog series offers a snapshot of these educational<\/em> sessions.<\/em><\/p>\n

A global business process outsourcing (BPO)<\/a> company wanted to gain a better understanding of the customer journey to fix common issues. The organization implemented a solution from our portfolio, a leading public cloud Contact Center as a Service (CCaaS)<\/a> offering, to enhance the customer experience.<\/p>\n

With the CCaaS platform, the company\u2019s contact center agents can connect with customers over chat, email, voice, video, and social media. They now have real-time information about customers’ problems and context concerning each person\u2019s previous interactions with the business (e.g., visiting the company\u2019s website).<\/p>\n

With features like attribute-based routing, automation, and AI-powered<\/a> voice bots and chatbots<\/a>, the BPO company has decreased handling time by 50 percent over three years, and their abandon rate is typically below 0.5 percent each month.<\/p>\n

If you want to similarly enhance contact center operations and deliver better customer experiences, you should consider implementing the same solution. Here\u2019s an overview of essential information about the software\u2019s main features and advantages to help you make a well-informed purchasing decision.<\/p>\n

Public cloud Contact Center as a Service (CCaaS): Key features and benefits<\/h2>\n

This multi-tenant CCaaS platform is constructed to keep up with the pace of innovation and enable businesses to track the customer journey across all channels, including email, chat, messaging and social media in addition to voice. Notable capabilities and advantages include but are not limited to the following:<\/p>\n