FREE CONSULTATION
Partners | Resources | Blog      

Custom Solutions

Since 1991, we have been developing custom solutions for Fortune 1000 and Government customers within the contact center industry. With such a vast experience in architecture, design, and system integration, we have developed custom telecommunications, self-service, and CRM applications that interface with all leading environments such as Avaya, Cisco, Unify, Interactive Intelligence, and others.

Our engineering team has expertise in developing complex integration to back-end mainframes, vendor proprietary Application Programming Interfaces (APIs), and advanced Computer Telephony Integration (CTI) functionality. In fact, our team of engineers are sought out by leading contact center technology companies for advanced integration and customization required to deliver a complete solution for their clients.

IMPROVE CUSTOMER EXPERIENCE

  • Reduce average handle time
  • Reduce average hold time
  • Improve Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction Score (CSAT) metrics

OPTIMIZE AGENT PERFORMANCE

  • Agent screen-pops
  • Reduced agent effort

REDUCE OPERATING COSTS

  • Avoid costly forklift upgrades
  • Fixed price development model

IMPLEMENTATION

MicroAutomation focuses on delivering the Return on Investment (ROI) that your vendors promised. Typically, contact center technology vendors implement their solution using a standard playbook and that one size fits all approach often fails to meet the expectations of contact center managers. MicroAutomation considers your contact center technologies as nothing more than a framework on which a custom solution needs to be architected, built, and supported to drive maximum cost savings and improvements to the customer experience. Do not let your software vendor dictate functionality and deploy a cookie cutter implementation of their solution.

MicroAutomation does not believe in the philosophy of "set it and forget it" as your customers' and business' needs will continually evolve. MicroAutomation takes a metrics approach to measure the effectiveness of a deployed solution and works with your team to make ongoing, continuous improvements to the solution. Our goal is to continue to make it effortless for both your agents to help customers and allow those customers to self-serve.

As a Trusted Advisor for our clients, we deliver next generation technology without the need of a complete forklift upgrade. The approach contains costs and allows our customers to continue the ROI of legacy investments.

RESOURCES

FEATURED BLOG POSTS

New Call-to-action
contact-bg.png

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.