Is Your Contact Center Hurting Your Business?

As contact center consultants, we’ve seen it all.  You don’t need us to tell you how tough it can be to run a contact center. Your customers and prospects decide to work with your company based upon their interactions with your service reps, good or bad.   And your reps rely on their tools to perform.  Sometimes your systems have enough capacity to handle the volume but other times callers are in for a wait.  Then there are call center software licenses to keep track of, hardware upgrades and maintenance.  Lately a couple of your agents had to resign because they needed flexible schedules that were too difficult for you to deal with.  There are times when an on-premise contact center solution is the best fit.  But suppose for a moment that by moving your contact center to the cloud it could drastically super-charge the quality of the customer experience and help retain your best agents.

CCaaS—or contact center as a service—is a cloud-based customer experience solution that allows contact center leaders to utilize third-party software and hardware.  You focus on the performance of your agents and hand over the painful technology part of  running a call center to experts.  These experts specialize in call center technology, and they constantly maintain, upgrade, and troubleshoot it, so you don’t have to.

Why do contact center leaders choose CCaaS?

It’s simple. CCaaS is easily scalable, requires no large capital investment, allows for easy testing of new applications, provides peace of mind when disaster strikes, and provides functional data and analytics.

But why not go straight to the supplier?

Vendor-neutral contact center consultants like nQuery Technology Solutions have done the homework for you and already know which vendors are the most reliable, provide the best service and are the most cost effective. We take the time to get to know your business better, which allows us to recommend which vendor is right for your situation. With a vendor-neutral contact center consultant, you won’t have to negotiate any contracts. Because we have no vendor sales quotas to meet, you can be sure that you’re getting the best. And when things go wrong, we will be there to help.  That’s right, you won’t be on hold with another vendor, our concierge service will take care of that too.

Take a look at our partner vendors below:

When it comes to providing above-and-beyond customer experiences and meeting key business metrics, NICE inContact brings their best to the table, and they make things simple while keeping it affordable. With their #1 cloud platform for customer experience, NICE inContact CXone™, NICE inContact gives businesses the best in omnichannel routing, analytics, automation, workforce optimization, and artificial intelligence, all on an open cloud foundation.

Providing “best-in-show” cloud solutions to 1,500+ enterprises spread across the world, EvolveIP is one of the fastest growing cloud strategy companies in the industry, boasting more than 350,000 users. Some of the most iconic brands in the world use EvolveIP’s strategic migration solutions to funnel multiple integrated solutions into one unified platform. Their services include disaster recovery, contact centers, IP phone systems, unified communications, virtual desktops, and IaaS among others.

As a top provider and thought leader in contact center software, Five9 has pioneered some of the industry’s best solutions. Since its humble beginnings, Five9 has focused exclusively on delivering its cloud platform to disrupt the market and replace legacy on-premises contact centers, making it easier for anyone to gain access to the benefits that contact centers offer businesses.

With the trust of more than 10,000 companies in countries across the globe, Genesys® helps businesses drive their brands and create valuable relationships. Every year, Genesys® powers about 25 billion customer experience transactions, representing their clients well in the process. With the best technology and a human touch, they build solutions to fit intuitively into the way real people communicate. Their pack-leading solutions give businesses true omnichannel engagement in the cloud and on-premises.

Simple. Smart. Agile. That’s the guiding framework that makes Serenova a top choice for outbound sales people, IT pros, contact center operators, and financial stakeholders. With products and processes that are not only simple and smart but also easy to scale, Serenova makes your job easy. Their goal is to live the ethos that their clients embody—exceptional customer experiences at every level of the business world. And they succeed every day.

Talkdesk’s mission is simple: help expanding businesses keep their customer satisfaction levels high while lowering customer support costs. They brand themselves as the world’s leading cloud-based call center software solution, and when it comes to ease of use, they’re right.

Trust nQuery Contact Center Consultants To Take The Worry Out Of Technology

Customer Experience is key in today’s business world. For many businesses, that means finding the right contact center solution. However, deciding between on-premise or cloud-based contact center solutions, can be extremely painful, costly, and downright daunting. The good news? You don’t have to try to navigate that minefield alone.

nQuery Technology Solutions is passionate about enabling you to look good to your customers and prospects by consulting with you on the right decisions concerning the best technology with the correct customer journey map, on time and on budget.

Our lead contact center consultant Sebastian Corriere is a 28-year contact center consulting veteran with both operational and engineering expertise. Equally comfortable discussing technology with engineers or C-suite executives, Sebastian makes complex technology simple and easy to understand. With an eye for detail and a passion for business intelligence, Sebastian can provide high-level guidance or draft out an entire business transformation roadmap to make your migration painless and worry free.

Curious about Cloud for your Contact Center? Tied to premise-based but want better performance?