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Time To Visit The Cloud


Customer expectations are constantly changing, and you need a cloud contact center that can keep up with them. When customers reach out to the call center to resolve a complex issue, they expect to be connected to an agent who can serve as a customer advocate - who has the context to know who they are, anticipate their needs, make them feel valued and resolve their issue on the first contact - no matter what channel they've chosen.


IT'S TIME TO VISIT THE CLOUD

To provide a customer experience that is truly best-in-class, you need to provide a consistent experience across channels and touchpoints, while taking your customers' preferences and history into account. The Zipwire cloud contact center gives you the features you need to give your customers the experience they demand, via IVR or mobile self-service, inbound and outbound voice, email, SMS, chat and even video interactions.


HIGHLIGHTS

As consumer expectations rise, contact centers are faced with supporting an increasing number of interaction channels, easing access to information and embracing rapidly evolving technologies. Our pure cloud solution can be deployed rapidly; eliminating the need for complex on-site infrastructure. Aspect Zipwire also scales with your business and stays up-to-date, streamlining the process and lowering your overall costs, while increasing customer satisfaction and retention.

Cloud Deployment

Cloud delivery that ensures your contact center adapts to your needs, with no downtime for upgrades or maintenance, the ability to turn up features as needed and no up-front capital investment, all with a 100% uptime service level agreement (SLA).

Reduced Complexity

A unified agent desktop and omni-channel routing reduce the complexities of supporting multiple channel.

CRM Integration

Show your customers you know them by supporting all of their interactions with data on their preferences and previous interactions.

Workforce Management

Ensure adequate staffing for all channels and skills with easy-to-use cloud-based workforce management tools.

Supervisor Tools

Call recording, customizable interaction scoring, screen-sharing and screen-capture help supervisors provide feedback on agent performance.

Actionable Analytics

Customizable and pre-built real-time analytics and reporting help improve first-contact resolution, maximize service-to-sales opportunities, monitor call quality and more.

Post-Contact Surveys

After an interaction, feedback from the customer provides data to measure customer satisfaction and optimize processes.

Mobile Ready

The Zipwire Mobile and Web API leverages mobile and web capabilities for sharing photos, videos and documents, integrating mobile customer service functionality into your apps and websites without significant redesigns.

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