Contact Center Cloud Services

Enterprise Contact Center and Customer Experience Solutions

BECOME THE CONTACT “CENTER” OF ATTENTION

Organizations understand now more than ever, the importance of improving the customer journey and experience. NWNComm supports contact centers’ by helping deliver superior customer experiences and profitability levels with Cisco Unified Contact Center Enterprise. This is a complete digital contact center management and reporting tool is raising the bar on contact centers across the country.  It also includes an analytic and comprehensive reporting, creating the business intelligence needed to optimize any contact center to the highest levels.

With many contact centers, yours may be a strategic connection point with customers.

Cisco Enhanced Unified Enterprise Contact Center solution helps achieve and maintain business objectives, satisfaction and sales and performance levels.

NWNComms Contact Center Service helps deliver improved customer service and satisfaction levels while maintaining reliability and performance. With predictable cost and monthly subscriptions is easy to manage.

Discover how your contact center measures up.

UNIFIED CONTACT CENTER FOR THE ENTERPRISE

NWNComm’s Cisco Enhanced Unified Contact Center is a web-based agent desktop tool that provides a comprehensive management portal that manages all contact attributes and customer interactions. An agent can easily create customer profiles and know ensure each contact is connected anywhere and anytime within the enterprise. We understand how important it is to keep contact center people and processes aligned with corporate business objectives, and this unified tool is a solution enabling contact center supervisors to meet customer service expectations while delivering the expected customer experience and required agent behavior.

Cisco Unified Contact Center

SCALABLE, EXTENSIBLE, MULTICHANNEL PLATFORM

With Cisco Unified Contact Center Enterprise, you can smoothly integrate inbound and outbound voice applications with Internet applications. These include real-time chat, web collaboration, email, and social media. This integration helps single agents support multiple interactions simultaneously, regardless of which communications channel the customer has chosen.

FEATURES & BENEFITS

The Finesse Web 2.0 and gadget-based agent desktop provides an easier and more comprehensive agent and supervisor experience, as well as access to customer collected data to increase first call resolution.

Delivers a view of the customer journey through their omni-channel experience with contextual services.

Improved delivery of each contact to the most appropriate resource to increase first contact resolution.

Integrated Omni-Channel Customer Journey to better guide agent interactions.

Powerful API’s for integrating task and outbound routing.

Increased sales, business performance and profitability.

Available email and chat routing.

Integrate inbound and outbound applications smoothly with back-office and Internet events that provide a superior customer experience.

Match contacts to resources.

Increased caller satisfaction levels by presence integration and improved agent performance.

Presence integration to increase caller satisfaction through improved agent performance.

Data segmentation of customers, and monitoring of resource availability.

Support for video interactions that includes a management portal.

Comprehensive routing of customers based on customer profiles using customer contact-related data integrations.

CONTACT CENTER ENTERPRISE SUCCESS STORY:

NWNComm successfully deployed a 1200 seat contact center and over 10,000 seats across hundreds of sites in six months.

CISCO WORKFORCE OPTIMIZATION (WFO)

The average contact center spends 65 percent of its budget on human capital resources – balanced staffing can significantly influence customer service, customer satisfaction, efficiency, and costs.

Quality Monitoring and
Workforce Management

To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Unified Workforce Optimization can help supervisors and other managers align contact center performance with business objectives by integrating workforce optimization within the team’s daily workflow.

 

Workforce Management is included in the complete suite of customer interaction and workforce optimization software. Workforce management provides important information contact center supervisors need to schedule or forecast staffing, provide the highest level of customer service and facilitate any adjustments required to maintain service levels.

 

Workforce Management offers simple integration and is easy to learn and simple for managers and supervisors to use.

Key Features Include:

END-TO-END CISCO TECHNOLOGY

FORECASTING AND SCHEDULING

REAL-TIME ADHERENCE MANAGEMENT

AGENT ACCESS TO SCHEDULES AND SHIFT TRADES

MULTI-SKILL AGENT QUEUING

PROJECT SCHEDULING

USER INTERFACE THAT IS 100-PERCENT WEB BROWSER-BASED

ROLE-BASED USER DASHBOARDS

Example of a WFO Customizable Dashboard

SUPERVISORS CAN VIEW AGENT’S SCHEDULED ACTIVITIES, TRACK AGENT ADHERENCE AND SERVICE PERFORMANCE IN REAL-TIME

Search, Play, Evaluate All-In-One Place.

The Workforce Management component of Cisco Unified Workforce Optimization is an excellent solution for next-generation contact centers to:

Accurately forecast contact volume and distribution based upon historical trends

Schedule contact center personnel to meet target service levels based upon customized work-shift policies

Manage contact service levels through intraday dashboards and real-time adherence views

Apply unique business rules by channel type for multichannel contact center support

Provide and maintain customer service levels and manages employee adherence

Improve customer loyalty and increase revenue

Delivers more efficient staff usage though effective scheduling

Improves contact quality

Reduce labor costs

Call Recording and Quality Management

The Call Recording and Quality Management are components of Unified Workforce Optimization. With scalable voice and screen call recording and evaluation, it helps support agents, knowledge workers, and supervisors at any location.

Example of Workforce Management Features and Benefits

Learn More About Contact Center for the Enterprise

Cisco Contact Center Enterprise Video

What Drives Contact Center Conversation?

Listen to NWN’s National Practice Lead Brian Wray speak from experience

Read the Cloud Contact Center Data Sheet