Cloud communications platform company, 2600Hz, is expecting the release of its new Call Center Pro (CCPro) solution to help companies bolster their customer experience efforts.
The company claimed that the solution would help SMBs transform basic call center experiences into opportunities to increase the customer experience via scalable architecture, integration capabilities, and the ability to transform how customers engage with a company’s brand.
The solution is combined with 2600Hz’s KAZOO UCaaS and CPaaS APIs to not only help deal with everyday call center needs, such dashboards, quality monitoring and management, skill-based routing, and eavesdrop/whisper/barge, but also can be personalized through BI (Business Intelligence) to create a custom experience between the caller and business.
The solution sports an interactive user interface to enable agents, managers, and admins alike to ease of navigation in order to provide a better experience between the caller and business.
The platform is also customizable with over 300 APIs and multiple integrations such as Zapier, Slack, and various CRMs, to provide features such as personalized greetings to immediate agent access to caller information.
As CCPro is integrated with Kazoo, it can be geo-redundant. The company said that call centers using CCPro will always be up and running no matter what, and CCPro users never need to worry about dropped calls or outages.
2600Hz has also partnered with Xarios Technologies. With Dimensions by Xarios, CCPro users will have access to historical and real-time call data needed to bolster productivity. The call reporting feature of Dimensions provides access to all call and user status information that has been logged from the communications platform. Its dashboard is designed to give managers and supervisors control over their users and call center agents.
In an exclusive interview with UC Today, 2600Hz Co-Founder & COO, Patrick Sullivan, said that his company understood the importance of giving customers “the necessary tools to provide the best in customer experience under one platform”.
“That’s why we created Call Center Pro, an easy to use and intuitive call centre solution that is customisable based on their own individual needs,”
“In addition to building in a robust set of features and functionality, we have partnered with Xarios Technology to integrate real-time call analytics, automated reporting, and cost-effective wallboard displays that help our clients be their best and deliver an exceptional customer experience. This partnership takes the call center experience to a higher level and enables our customers to elevate the customer experience as much as possible.”
2600Hz CEO, Darren Schreiber, said that the focus of 2600Hz was to create a communications platform that could increase business efficiency while “simultaneously making the experience fun and engaging”.
“Allowing customers to take boring, plain old call center technology and hook it into other business systems to automate and expedite the user experience creates unlimited possibilities.” He concluded,
“Making this technology accessible to SMBs takes things even further”