Yeastar Reveals Changes and Plans to Its Contact Center Solution

Collaboration between employees and customers is one of the most critical communications goals for workplaces today, particularly as workers are increasingly likely to be located in different places and may choose a variety of communications media. Customers can initiate contact from a wide range of traditional media and newer apps. 

Unified communications solutions provider Yeastar recently announced strategic plans for its contact center solution at the company’s Yeastar Day 2023 virtual event. Earlier this month, Yeastar released a new update to its P-Series Phone System, introducing WhatsApp and SMS integration for omnichannel messaging. At the annual event, Yeastar shared its outlook on the market opportunities within the contact center sector and presented its product roadmap for the upcoming year.

The introduction of WhatsApp and SMS messaging features allows businesses to centralize all customer messages in one platform, said the company. Incoming messages are automatically matched to existing contacts. Using Linkus Web/Mobile/Desktop Client, users can manage messages from different channels in a unified chat panel, easily transfer chat conversations to team members, and collaborate within the same interface.

At the event, Yeastar noted its future plans for its contact center solution, including:

• More digital channels: Yeastar says it is actively working on integrating with more social media platforms, such as Meta Messenger, and adding live chat for website conversations.
• More advanced routing, including enhancements like priority queues, skill-based routing and message queues will improve resource allocation and contact center efficiency.
• More proactive customer engagement: beyond the inbound call center solution, Yeastar also looks to enable outbound calling campaigns with features such as auto dialers.

"Our goal is to address PBX and contact center needs from a single source,” noted Prince Cai, VP of Yeastar. “This strategic approach not only diversifies our offerings but also taps into a burgeoning market with remarkable growth potential. It is where we can differentiate and brand ourselves uniquely.”