MicroAutomation’s OmniEngage Completed Its 10 Millionth Cloud-Based Customer Interaction
December 30, 2015 – Centreville, VA – MicroAutomation achieved a major milestone in successfully delivering hosted contact center solutions to its customers through its OmniEngage platform. 10 million cloud-based customer interactions have been processed to date, and the number keeps growing. This reflects the broad-based adoption of a hosted contact center model as the platform of choice for today’s contact centers.
Today’s consumer-based contact centers must effectively serve 3 somewhat competing pressures: 1) customer experience; 2) agent cost, and; 3) operational expense. MicroAutomation’s OmniEngage suite of solutions addresses all three.
OmniEngage brings together MicroAutomation’s widely recognized MicroMessenger interactive customer engagement product with the Aspect Zipwire contact center solution – all on a reliable and secure cloud platform. Companies can reduce their customer’s effort to resolve their issue with them through proactive and interactive engagement, intuitive IVR self-service and full multi-channel interactions. Agent effectiveness and efficiency are dramatically improved through market-leading Work Force Optimization (WFO) processes, intelligent call routing and CRM integration. Operational economies are found from a scalable hosted application model which shifts traditional capital expenditures to a usage-based operational model.
“This milestone represents the significant value our clients are getting from our proven and cost-effective hosted customer interaction platform” states Chad Wright, MicroAutomation’s Vice President of Commercial Services. “It is truly exciting to see the dramatic results our solutions are delivering both in terms of end-customer satisfaction, and the ROI our clients are seeing. With this growing base of success, we are re-doubling our commitment to continued functional development and the integration new industry-leading products and technologies.”
OmniEngage – Built on the premise that successful companies must differentiate themselves, or at least reach competitive parity, in the level of customer intimacy they provide. Today’s mantra is – Reduce Customer Effort: Know me; Engage me; Value my time. Customers want it, and will direct their business to companies that best provide it.
About MicroAutomation
MicroAutomation leverages proven technologies and best practices to create and implement reliable and effective emergency response and commercial contact center solutions for public safety, healthcare, retail, utilities and other targeted industries. We focus on customer satisfaction by sharing ownership in the outcome, and delivering cost-effective tailored solutions. You don’t need to be an expert to use our contact center solutions; you just need to know one. MicroAutomation is your trusted partner.