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Astound and Intermedia Launch Omnichannel Contact Center Platform for Improved Customer Care

By Greg Tavarez July 06, 2023

There is one underlying principle that is true across the business world: That is, happy customers being more likely to buy again and costing less to retain. And the current economic climate presents a unique opportunity for businesses to capitalize on this potential; the potential of delivering even greater experiences for happier customers.

By prioritizing customer satisfaction, companies can forge stronger relationships with their existing clientele, encouraging repeat purchases and long-term loyalty. Not only does this boost revenue, but it also offers a cost-effective alternative to the costly endeavor of constantly acquiring new customers.

To deliver more informed, responsive, and personalized customer experiences, businesses need a versatile, reliable, secure and cost-effective cloud-based solution. This is where Astound Business comes in with its Cloud Contact Center, a cloud-based intelligent contact center solution developed by Intermedia.

The solution enhances customer interactions by seamlessly integrating various communication channels to create a true omnichannel experience. By utilizing AI, workflow automation, virtual agents, intelligent call routing, integrations, reporting and employee collaboration tools, Cloud Contact Center empowers businesses to optimize costs while elevating the overall customer experience, all without the need for additional resources. Regardless of their location, businesses can provide responsive and superior customer care with Cloud Contact Center.

With its key features, businesses can expect a seamless omnichannel experience, ensuring engagement with customers through voice, webchat, email, WhatsApp and SMS across multiple platforms. Real-time performance dashboards and advanced historical reporting guarantee excellent service quality, enabling businesses to monitor and enhance their customer care operations effectively.

Cloud Contact Center offers flexible deployment options, supporting multiple locations and remote frontline users, allowing for swift implementation within days. This level of agility provides businesses with the ability to adapt to changing demands promptly. Leveraging intelligent routing and queue handling capabilities, Cloud Contact Center optimizes customer support efficiency by considering agent skill sets, customer priority, statuses, and other relevant factors.

The solution's AI-powered interaction insights further enhance customer care operations. AI Transcriptions, AI Sentiment Analysis, AI Interaction Summary and AI Evaluator empower support representatives to boost productivity and make informed decisions, resulting in enhanced overall customer satisfaction.

Additionally, Cloud Contact Center seamlessly integrates with popular CRM and workforce management platforms, such as Dynamics, Salesforce, Zendesk and Slack. This ensures smooth operations and streamlined workflows, enabling businesses to leverage existing systems efficiently.

“Cloud Contact Center allows Astound to provide a best-in-class collaborative customer support solution that is an exceptional user experience for both businesses and their customers,” said Patrick Knorr, Chief Commercial Officer for Astound Business Solutions.

Astound Business Solutions' Cloud Contact Center equips businesses with the necessary tools to deliver exceptional customer experiences in today's fast-paced business environment. It also helps drive sustainable growth in a highly competitive marketplace.




Edited by Alex Passett
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