Over the last ten years, contact center technology has advanced exponentially as legacy systems were replaced with cloud-native contact center as a service (CCaaS) platforms. In parallel to the growth of CCaaS, the popularity of social media exploded and Omni-Channel became a key feature of the modern contact center.
Business leaders understand that the customer experience is critically important, but they might not have insights into their customer’s journey nor the full potential of CCaaS and it’s impact on customer experience.
Augmenting an existing contact center or replacing it entirely with a new CCaaS provider might seem like a complex or risky project, causing the decision to engage in the project to be delayed. In other cases, decisions to move forward with what could be a game-changing contact center transformation are halted because the financials appear to show an increase in monthly operational expense.
Experienced contact center consultants will use proven methods to assess the potential impact of contact center changes on the efficiency of the business and the quality of the customer experience and can articulate the facts of the project to business leaders. Further, experienced consultants know how to manage contact center technology implementations to minimize costs and to simplify contact center projects.
Macronet represents all of the major leading contact center as a service providers including Five9, Genesys, Nice CXone, Talkdesk, Vonage, Avaya, Intelepeer, and others. Additionally, Macronet represents integrators that focus on Amazon Connect and global contact center solutions for Microsoft Teams. Our portfolio also includes a list of leading plug-ins to augment existing contact center solutions.
Our team of consultants at Macronet Services are experienced in all aspects of contact center optimization, design, sourcing, and implementation management. If your business is seeking to make a change to a new CCaaS platform, our team will have a transparent conversation about minimizing or eliminating consulting fees if suppliers in the Macronet portfolio are a perfect fit for your business.
Contact us for a free consultation about your current state and plans for a customer experience focused transformation of your contact center. We look forward to the opportunity.