Break Down Silos of Communication
In the Age of the Customer, the contact/call center must support multiple avenues of communication for their customers, but that alone is not enough. In addition to calls, chat, self-service, social media, and other avenues, the contact/call center must create a seamless experience between each of these experiences. For example, if a customer chats with a representative on your website and then calls in a few minutes later, that chat conversation should be at the immediate disposal of the contact/call center agent that the customer is talking to on the phone. It’s no longer about multi-channel. It’s about omnichannel, and in an omnichannel contact/call center, there are no silos of communication.
An Omnichannel Approach
Social media is a big, far-reaching place with numerous sites and platforms, SocialMiner makes it easier to offer customer service through social media. When a customer mentions your brand with a question or complaint, you can respond directly through the platform and resolve the issue in real time.
Powered by Genesys | Interactive Intelligence, PureCloud blends together many of the standard forms of customer service and supplies a comprehensive contact/call center platform for your environment. Learn more about PureCloud.
Finesse Agent Desktop
The Cisco contact/call center platforms UCCX and UCCE/PCCE come with the Finesse Agent Desktop. Finesse is a thin-client desktop interface that combines chat, email, and voice functionality into a single screen and a single tool.
Mindsight Certifications for the Contact/Call Center
Cisco UCCE ATP
The Cisco Unified Contact Center Enterprise Authorized Technology Partner (UCCE ATP) certification is only awarded to a handful of technology partners around the country. Mindsight is one of only 28 partners to earn the distinction and can sell and deploy UCCE and PCCE contact/call center platforms.
Cisco Master Collaboration Specialist
Mindsight is proficient with all Cisco collaboration technologies and earned this certification through hours of classroom instruction and a formal audit.
Through our extensive expertise with Genesys contact/call center solutions, Mindsight has earned their highest partner certification. Our consultants and engineers are well-versed in the technology and can help you overcome deployment and strategy challenges.
Mindsight Supporting Services
Contact Center Managed Services
Your contact center can be monitored or managed by Mindsight through a customizable managed services agreement. Our engineers will provide 24×7 alerts, patch applications, and troubleshoot issues in your contact/call center technology.Learn More
Read the latest and most relevant technology news through the Mindsight blog. Our most recent articles are below.
March 19, 2019 Retaining talent in the contact center is an enormous challenge. Call centers have some of the lowest retention rates of any industry, and former call center agents often describe their experiences as rather unpleasant – to put it mildly. While there…Read More
February 26, 2019 by Siobhan Climer The technology that powers the contact center is changing every day. As businesses continue to shift their focus towards the customer and delivering superior services, contact center platforms provide the opportunity for change. Contact center platforms increase efficiencies…Read More
February 19, 2019 by Siobhan Climer Learning to coach contact center agents takes work. While training is an essential component of a contact center manager’s role, doing so successfully requires an understanding of how the complex technology, data, and interpersonal work elements interact to…Read More