Solutions

Our on-demand contact center experts offer professional customer service and support. Across the U.S. and Canada, agents pick up where automated self-service leaves off, personalizing care to revolve around consumers’ issues.

Every touchpoint has three goals: Please customers, promote your brand, and earn repeat business. We perform post-scale outreach to exceed customers’ expectations, track and apply their feedback, and turn prospective customers into brand advocates.

Omnichannel communications require full-service integration—across email, chat, video, and phone. By any and all means. No interruptions. We strive for fluidity with all customer engagements, whatever the device or channel.

The right metrics define operational excellence and a stronger bottom line. That’s why we work with clients to achieve their desired KPIs, such as improving first-call resolution by 24% or doubling net promoter scores to elevate customer satisfaction.

Customer churn can be costly. Analytics help you boost customer retention by giving you the tools to make the right follow-up engagement moves after the initial transaction. By offering a more customized, personalized experience, you give customers an excuse to stick around instead of checking out the competition.

• 33% more spent by returning customers
• 25%+ higher overall profits from boosting retention
• 65% of companies’ business is from existing customers

• Information on your most valuable customers, which are most engaged and more at risk of churn
• Clearer understanding of your customer journey to identify bottlenecks and bounce triggers
• Behavior predictions to expand relationships with existing customers and provide essential insights for entering new markets
• Tools to create personalized CX and turn casual shoppers into lifelong brand advocates

The strategic use of analytics doesn’t just tell you what’s happening now, but offers new vistas and opportunities for growth in the years to come.

Each interaction with a customer generates data. Even the absence of contact is an insight that can be used to improve the customer experience. The more data you have, the better you can understand each customer’s likes, what they expect from you, what time of day or week they prefer to engage, and other valuable insights.

To get this info, you need the right software and engagement tools. But it doesn’t end there. It also takes real expertise to not only interpret this data, but also to apply it to your specific business in the most impactful ways, according to customer demands and your market objectives.

Are you up to date? Analytics are constantly evolving, remarkably in recent years. If your game plan is even a year old, it’s time for an update.

Tracking customer interactions and using that data to improve CX isn’t just a good idea but a business essential. Consumers may resist the undisclosed use of their data but they will share it voluntarily if it means getting a better, more personalized experience.

It’s just a matter of knowing what questions to ask, how to ask them — and then how to apply the results.

What are your options for opting them in? You’ll need to make sure you’re compliant with the California Privacy Rights Act (CPRA) and all data laws in the areas you operate, which often includes website functionality with specific legal verbiage. We’ll help ensure your portals acquire the necessary permissions as legally required and comply with industry-specific regulations like HIPAA.

Customer experience has never been more tech-based. From the hardware that powers and carries communications to the software that connects you with people on dozens of channels to the security that protects it all, your CX is only as good as the technology it’s built upon.

• 57% of customers would rather use digital media to contact companies
• 90% of consumers expect an online portal for CX
• 33% of customers use social media to contact companies

Ensure security against unexpected outages with a diversified technology approach.

• Multiple, dispersed data centers—all backed up by disaster recovery, redundancy and failover
• Clearer understanding of the customer journey to identify bottlenecks and bounce triggers
• Behavior predictions to expand relationships with existing customers and provide essential insights for entering new markets
• Tools to create a personalized CX and turn casual shoppers into lifelong brand advocates

When it comes to technology platforms and software, we have preferences, earned from decades of collective experience. But we also understand the necessity of adaptation—whatever system you currently use or prefer, we’ll work to integrate it into your new CX enterprise IT solutions.

With 25 years of experience, we can put together the most effective combination of infrastructure and security solutions to better protect you and your customers.

We live in the age of all-in-one communications—a multichannel world, where folks of all ages communicate on a constantly growing list of tech platforms that includes email, instant messenger and Zoom to Facebook, Twitter, Instagram and much more.

It isn’t enough to reach these customers. With our technology and expertise, you can also engage them based on their preferences and demographics. Our advanced analytics tools give you the data you need to get the most from every interaction and relationship.

From self-care tools and AI chatbots to a predictive and responsive routing system that makes sure customers who need live assistance get it ASAP, every channel is an interlocking piece of a much larger picture.

Designed to withstand conceivable threats to data security, our cloud-based network is available to secure your communications or IT infrastructure, online transactions and more.

From Payment Card Industry Data Security Standard (PCI) Level 1 certification for online payments to HIPAA compliance for healthcare and more, trust our experts to make sure you’re meeting your industry’s required safeguards and standards.