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Call Center Cloud

Improve Your Service with a Cloud Solution Built to Drive Loyalty

Your customers elected to work with you because of your quality products, great value, or compelling brand. Those same customers are likely to leave if you fail to deliver on customer service. How do you maintain the high level of customer engagement needed to keep your business thriving? The answer is cloud contact center technology provided by MicroAutomation that enables you to support customers across all self-service and agent channels including voice, text messaging, mobile, chat, social, and video.

IMPROVE CUSTOMER EXPERIENCE

  • Reduces the customer effort required to engage your company through our three guiding principles - Know Me, Engage Me, Value My Time
    • KNOW ME – Know who I am, understand my issue, personalize my experience
    • ENGAGE ME – Be proactive – connect with your customer before they contact you
    • VALUE MY TIME – Guide your customer to a resolution – simply go through the steps to resolve an issue

OPTIMIZE AGENT PERFORMANCE

  • Manages forecasting and scheduling via workforce management
  • Automates quality management via voice, screen, and transaction recording
  • Improves agent efficiency with speech analytics

REDUCE OPERATING COSTS

  • Leverages the cloud and eliminating legacy IT debt through an operational model
  • Avoids costly customization and professional service expense
  • Eliminates the need to hire or retrain IT resources

DRIVES REVENUE GROWTH

  • Optimizes self-service across all channels
  • Utilizes speech analytics to automate the training and rating of agent performance

UPGRADE TECHNOLOGY

  • Replaces legacy, end-of-life technology with industry leading contact center technology
  • Adoption of new, leading edge technologies to drive additional channels within the contact center

IMPLEMENTATION

Our call center cloud combines three elements to create a ‘Solution as a Service’ built to drive loyalty through an effortless customer experience.  First, our professional services apply best practices to optimize the initial setup & configuration and provide support of the live system. Our team of experts avoids the costly expense of retraining or hiring qualified talent necessary to manage the technology. Second, our OmniEngage application provides a framework to provide customers with self-service across all channels – phone, mobile, social, and text. Avoid the expense of costly customization and application development necessary to enable effective self-service solutions tailored to your business needs.  Third, we partner with Aspect to provide the industry leading Zipwire technology suite to enable agents to engage customers via the phone, live chat, email, social, and video channels. Your customers can seamlessly move between channels with all activity and data preserved to prevent them from ever repeating or restarting a transaction.

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FEATURED BLOG POSTS

OmniEngage Customer Service Engagement Solution
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"The MicroAutomation team did an amazing job during the project. Our partner was thrown a curve ball as they had to overcome the loss of key resources from our organization. The team at MicroAutomation was able to keep the project on track and the solution was completed on time and within budget. The selection of MicroAutomation for the cloud IVR was spot on. Both Voxeo and MicroAutomation were phenomenal partners to work with. The new solution offers significant improvements to the customer experience and lays a foundation from which we can continue to build a first class front-end for the contact center. I want to thank everyone for their hard work and dedication!"

Joe Testa, Senior Director, Customer Care Operations, Academy Sports + Outdoors
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ARE YOU READY FOR THE NEXT GENERATION OF CUSTOMER COMMUNICATION?

Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:

  • How to identify and anticipate customer issues
  • How proactive customer engagement benefits your business
  • What your proactive customer engagement strategy needs to succeed

…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.