REal Solutions

Contact Center Solutions

Cloud Contact Center Solutions

 It is time to move to the cloud!  Start your digital transformation journey by moving away from your on prem solution and into a cloud-based omni-channel system.  Our virtual contact center platform provides your customers with the ability to communicate with your organization on any channel of choice.  Increase customer experience and customer loyalty by allowing them to connect via voice, email, chat, SMS, video, and social media!  Reduce the Total Cost of Ownership (TCO) and allow your valued personnel to work on strategic business initiatives.  Our platform allows you to scale accordingly based on demand during those peak seasons.

Our team of experienced consultants will help design, build and implement a Contact Center as a Service (CCaaS) solution.  Making sure you get a full-turnkey solution that drives customer experience.

Omni-Channel

  • Create extraordinary customer and employee experiences with our Omni-Channel solution!
  • Increase Customer Experience by having customers connect via their channel of choice. Whether that’s voice, email, chat, text, video or social media, we have you covered!
  • Take your CX transformation further with advanced Analytics and AI. Resolve routine issues via chatbots and IVR self-service.

Unified Agent Desktop

  • Increase the employee experience by having customer interactions in a unified view for your agents.
  • Unified Agent Desktops allows your agents to better serve your customers by not having to bounce around from screen to screen. Interactions from all channels are viewed from a single screen to increase productivity and reduce agent frustration.

Intelligent Routing and Forecasting

  • Leverage the power of AI to increase forecasting accuracy within the contact center.
  • Utilize historical and current data to identify trends and increase forecasting accuracy.
  • Match customers with the right agents based on proficiency and customer attributes by using Intelligent Routing.
  • Increase customer satisfaction and loyalty by matching customers to agents based on personality and behavior through Predictive Behavioral Routing.

AI and Self-Service

  • Knowledgebase creation and self-service
  • Workflow Automation
  • Chatbots and Virtual Assistants
  • Intelligent Self Service via IVR

Advanced Analytics

  • Link interaction data with CRM data and leverage AI powered insights to improve KPIs and drive growth.
  • Drill into key business drivers to identify what happened, why it happened, and what could happen by implementing the right solutions.

Managed Solutions

Our managed solutions enables us to provide a well-organized, effective contact center, that provides superior customer service all while meeting business objectives.

Contact Center Monitoring

  • Knowing what is occurring at your contact center at every moment is vital to operational success. Our Real Time Monitoring solutions enables us to provide key information to management and the operational staff in order to provide immediate feedback.
  • Real time monitoring empowers your managers to take action by looking at the queues and making necessary changes for program success.
  • Drive efficiency through real time monitoring and reduce operational costs.

Quality Monitoring

  • The modern customer experience has evolved, and with it, so has the need for call center leaders to uncover actionable insights across all contact channels, leverage automation and link quality metrics to business objectives.
  • Our quality team provides a comprehensive, end-to-end view of quality within your business.
  • We evaluate all channels for quality, including phone, email, chat and social media.
  • Our quality monitoring services help improve key metrics such as average handle time, customer satisfaction, and first call resolution.
  • Speech Analytics within the Quality Monitoring system allows us to monitor 100% of all interactions for accurate performance. Having all interactions analyzed, we can focus more time on targeted monitoring and coaching, resulting in better outcomes for your business.

 

Office

722 E Market St.
Suite 102-AW
Leesburg, VA 20176

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