Customer Experience & Engagement Buyers Guide | Carahsoft

The Customer Experience Buyers Guide is designed to equip decisionmakers with the insights and tools necessary to enhance service delivery and engagement with the public. This guide aims to streamline the purchasing process for customer experience solutions by providing comprehensive information on the latest technologies, best practices, and innovative strategies tailored specifically for the government sector.

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As we embark on this journey to enhance public service, this guide will serve as a valuable resource for leaders aiming to elevate their agency's customer experience and ultimately strengthen trust and satisfaction among constituents.

Harnessing the Power of the Cloud for Greater Sales Efficiency CallShaper is the originator of a cutting-edge cloud-based call center platform for efficiency- and compliance-minded directors of inbound and outbound telemarketing call centers. Whether your call center is in-house or external, if you want to automate 100% of your telemarketing process and keep your agents focused on making sales, CallShaper has the answer! Dynamic and highly flexible,  CallShaper’s platform offers 99.999% reliability and has earned a 5-star rating on Capterra. With CallShaper, call center directors who are managing multiple vendors from multiple locations have everything they need on one platform that allows for custom, do-it-yourself scripting and integration with third party systems. When it comes to reporting, CallShaper has no equal in providing real-time transparency. At the same time, CallShaper’s “set it and forget it” predictive dialer is a big productivity plus – doing the dialing for up to 20 lines per agent. Another CallShaper advantage is its built-in Quality Assurance Scorecard, offered at no additional cost. Unlike with standard call center platforms, CallShaper clients quickly find that they are better able to manage efficiencies at the sales rep level. Users can be up-and-running with as little as four hours of training, and there is no need for dedicated IT support. CallShaper also beats the competition on compliance, retaining easy-to-access compliance information at no charge for seven years – five years longer than the two years required by TCPA.

2Ring, a Cisco Preferred Solution Partner, is globally known for its suite of Gadgets for Cisco Finesse, and 2Ring Dashboards & Wallboards – a real-time reporting application that is business-user friendly. 2Ring also provides an extensive variety of connectors between Cisco Finesse and Salesforce, ServiceNow, MS CRM (Dynamics), and any SQL-based application.

IP Integration Ltd

Pauseable by IPI

Pauseable achieves PCI compliant call and screen recording by automatically pausing and resuming recording during the payment process or when confidential information is being exchanged. This ensures sensitive card or personal data is never recorded, helping to enable PCI DSS compliance for contact centres and other businesses that process card payments or exchange sensitive information over the voice channel. 

The solution monitors both the user’s applications and your platform and responds in real time to agent actions, eliminating human error without slowing down agent workflows. A real-time compliance dashboard is available to supervisors and administrators to provide complete visibility of usage and performance. 

Pauseable integrates with Avaya, Genesys, Nice CXone and Verint and offers customers a seamless purchasing and implementation process with easy ongoing billing including the support of overage.

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About IP Integration Ltd

At IPI,  we understand that technology is only part of the answer to address your business challenges.  With our sole focus on contact centers, we have learned the intricacies of  people, technology, processes and customer demands. We understand the realities of running a contact centre, as well as the practicalities of making advanced software deliver to its full potential.

If you want to learn more, please visit our website Cloud Call Center.

Fully focussed on business outcomes, we offer a comprehensive blend of contact center operational experience, combined with deep technology expertise. This unique balance means that we can align the most appropriate technology for your need, and ensure your people are equipped, both in the short and long term, to deliver exceptional experiences. 

By looking at the challenges and business drivers in the contact centre, we will partner with you to ensure your business gets the full benefit of your contact centre technology by:

• Using technology as an enabler to achieve measurable results and maximise investment value.
• Focussing on what is important for your business whether it’s improving performance, enhancing employee/customer experience or revenue generation

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Sencommunications Inc. is a Nationally Certified Woman Business Enterprise (WBE) and Woman-Owned Small Business (WOSB) with 32 years of experience in Contact Center products and services. We specialize in providing technology solutions which keep your agents productive while providing the strongest ROI on your investment. Sencomm® is committed to the highest standards of business ethics and makes customer satisfaction our number one priority.

Upstream Works Software, LTD.

Upstream Works provides best-in-class Omnichannel Contact Center software for the Cisco Collaboration platform to increase customer engagement and agent success. We bring the customer journey together across all channels, interactions and applications with a Single Agent Desktop, seamless integration, knowledge, and management simplicity. For over 15 years, organizations around the world and across industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiency and transforming the connected customer experience.

Convoso

At Convoso, we enable contact centers to hit performance metrics that they never thought possible.  Our multi-channel platform allows clients to generate and convert more leads faster.  Unlike typical systems that dial leads over and over without any real strategy, clients can set up drip workflow campaigns to automatically decide when and how often each lead is dialed.  The platform rotates local caller IDs and offers a caller ID reputation score to ensure you are not getting flagged as well as understand which outbound DIDs are working best.  To increase the chances of connecting with each lead, we also offer 2-way text messaging, voice broadcasting, outbound emailing, and the ability to drop ring-less voicemails.

For more Two-Way Communication Serviceinformation, please contact us. We will provide professional answers.