“Over-the-Top” Contact Center Solutions: More Deployment Options, Greater Success

If you’re not actively talking to your customers about Contact Center, you should be! Customers across a spectrum of verticals such as Healthcare, Insurance, Retail, Transportation, Logistics, Professional and Financial Services as well as Government can immediately realize a significant return on investment by deploying Contact Center. Help them get started, and you’ll forever be the genius they’ll credit for taking their business to the next level.

According to the Cloud-Based Contact Center Market report by research firm Markets to Markets, hosted contact center deployments are expected to achieve over $20 billion in sales by 2022, representing an annual growth rate of more than 25 percent. As digital transformation continues to drive the marketplace, and businesses actively seek new productivity tools, cloud-based contact center and UCaaS (unified communications as a service) presents more potential for profitability than ever to providers.

One of the most compelling attributes of cloud-based technology is flexibility, and this is readily apparent when considering contact center solutions. The versatility and customizability of cloud contact center technology enable providers to create feature sets and processes that can be tailored to meet specific business requirements, and as such, empowers them to pursue (and win!) new opportunities. Compared to a legacy premise-based contact center offering that can only be applied in limited environments, a scalable, flexible solution that can be easily integrated into just about any existing business infrastructure should—almost by definition—equate to increased business. Most technology providers however cannot support this capability and are instead limited to work in environments that only integrate with specific platforms.

CoreDial’s CoreNexa™ Contact Center is an award winning and versatile contact center platform that enables businesses to provide rich customer engagement experiences across a variety of unified communications infrastructures—including non-CoreDial deployments. This “Over the Top” (OTT) offering leverages browser-based, WebRTC protocols to support both third-party and CoreNexa UC environments. So, even if a prospect has never utilized a CoreDial solution, that business can still deliver CoreNexa Contact Center’s sophisticated, omni-channel engagement capabilities to enhance customer interactions, lower operating costs, and increase profitability.

In creating an OTT-based platform, CoreDial has shifted the emphasis away from vendor-based specifications and toward generating more opportunities for the Channel and the customers they serve. Instead of being handcuffed by compatibility issues, you can now confidently offer these margin-rich, productivity-enhancing capabilities to your current roster of both SMB/E customers, along with new business opportunities.

In addition to outstanding functionality, ease of deployment is critical when it comes to penetrating as much of that potential $20 billion Contact Center market as possible. CoreNexa Contact Center can be turned on in less than 24 hours for standard deployments and even more sophisticated and customized deployments are swiftly and seamlessly activated.

For businesses that want to keep pace with increasing customer demands for highly efficient and personalized interactions, deploying a modern and fully featured contact center solution is critical. With robust features such as custom agent desktop, database integration, omni-channel customer engagement, extensive real-time reporting, real-time dashboards, agent queue management, workforce management and more, a modern contact center solution like CoreNexa can ensure businesses remain on the forefront of delivering the kinds of experiences that delight and retain customers.

 
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