A complete and secure cloud contact center solution

that facilitates interactions and collaboration with and between agents, and improves the customer experience

CUSTOMER JOURNEY ORCHESTRATION

Automatic and multi-channel distribution of contacts

  • Routing of each contact to the most qualified agent
  • Skill-based routing
  • Quick and easy modification of routing schemes

Benefits and possibilities

  • Increases the first contact resolution rate
  • Autonomy and efficiency

Interactive voice response and intelligent virtual agent

  • Natural language processing and understanding (NLU/NLP) for machine learning and voice biometrics
  • Drag and drop visual flow designer
  • Customizable conversational AI for voice and chat interactions

Benefits and possibilities

  • Welcoming customers who prefer digital channels
  • Optimization of the agent experience
  • Ensure continuity of interactions across all digital channels
  • Simplified and realistic approach

Digital channels

  • E-mail, chat, social networks, SMS and messaging applications
  • Intuitive and transparent management of all interactions from a single screen
  • Adaptive and automated workflows
  • Consolidated reports for all channels

Benefits and possibilities

  • Provide smart self-service options
  • Design and implement seamless customer experiences
  • Control the customer journey

Automatic dialing

  • Preview, predictive and progressive modes

Benefits and possibilities

  • Faster management of call campaigns
  • Optimization of the agents’ time
  • Higher match rates

Automatic dialing

  • Preview, predictive and progressive modes

Benefits and possibilities

  • Faster management of call campaigns
  • Optimization of the agents’ time
  • Higher match rates

Native CRM and CRM integrations

  • Consolidation of applications and customer data with native CRM 8×8
  • Out-of-the-box integration with over 20 platforms including Salesforce and HubSpot

Benefits and possibilities

  • Creation of other integrations with the “Dynamic Integration” 8×8 framework

REPORTS AND ANALYSIS

Contact Center Analysis

  • Comprehensive data
  • Customizable reports, dashboards and metrics

Benefits and possibilities

  • Proactive identification of root causes of problems
  • Optimization of contact center performance

Customer experience analysis

  • Visualization of each step of the customer journey

Benefits and possibilities

  • Discovering models and trends
  • Building customer loyalty by acting on the causes of dissatisfaction

Customer surveys

  • Collects customer feedback immediately after an interaction
  • Association of customer information with the corresponding agent
  • Sharing customer feedback with agents
  • Customer feedback dashboards

Benefits and possibilities

  • Obtaining unbiased information “on the fly
  • Better understanding of the context
  • Improved communication
  • Develop agents’ skills more effectively

PERFORMANCE AND RESOURCE MANAGEMENT

Quality management

  • Interaction evaluation for any channel

Benefits and possibilities

  • Identification of agents requiring coaching
  • Sharing good practices

Interaction analysis

  • Analysis of all interactions
  • Identification of model role interactions

Benefits and possibilities

  • Highlighting of those that require special attention
  • Identify opportunities for improvement
  • Provide contact center managers with actionable information
  • Sharing for training purposes

Workforce management

  • Predicting staffing requirements to meet demand

Benefits and possibilities

  • Eliminate time-consuming manual adjustments needed to manage teams
  • Improve operational efficiency

COLLABORATION

Video meetings

  • Integrated and transparent video conferencing solution

Benefits and possibilities

  • Request assistance from other agents, supervisors and teams during an interaction
  • Immediate access to experts
  • Sharing information across the enterprise

Individual and team messaging

  • Integrated instant messaging

Benefits and possibilities

  • Request assistance from other agents, supervisors and teams during an interaction
  • Immediate access to experts
  • Sharing information across the enterprise

PLATFORM

XCaaS security and reliability

  • 99.999% SLA for the global platform
  • Over 20 security and regulatory certifications, including PCI DSS Level 1, RGPD and HIPAA

Benefits and possibilities

  • Improved security and compliance with a fully integrated solution
  • Meet compliance objectives through secure processing of payments and personal information

Partnerships and certifications

  • Certified Contact Center for Microsoft Teams

  • Recommended solution by Google Chrome Enterprise

WCS Cloud Communications

WCS Europe also offers custom UCaaS and CCaaS solutions and integrations. Can’t find the answer to your needs?

Contact us