woman using contact center technology for customer service

Help Your Customers Stay Competitive With These 4 Customer Experience Solutions

Businesses that focus on improving the customer experience see an 80% increase in revenue,1 according to Forbes. Remote and hybrid work environments drove an increase in cloud communications usage that raised the bar for customer service across the globe. The customer experience touches virtually every aspect of business and has become even more important in the current environment where digital transformation is driving increased competition at every turn.

A positive customer experience can be the defining differentiator that makes or breaks a business’s reputation. Your customers are looking for tools to help them deliver a customer experience that’s second to none. There are four customer experience solutions they need to invest in— and you have an opportunity to build credibility by offering the best possible options.

CoreNexa Contact Center

Omni-channel customer engagement is no longer just nice to offer— it’s what customers expect from the businesses they contact. Your clients, whether they’re SMBs or enterprises, are looking for solutions that enable them to delight their customers while also maximizing efficiency and reducing operating costs. Their customers are seeking an exceptional experience, whether that’s delivered via voice, SMS, web chat, or email.

CoreNexa’s award-winning contact center solution meets the needs of your clients who are looking for a comprehensive platform with a robust feature set. Agents can deliver exceptional experiences that increase first-call resolution and turn customers into repeat customers, with features that include:

  • Reporting
  • Auto-attendants
  • Advanced Call Distribution (ACD)
  • Data integration
  • Intelligent call routing
  • Dynamic agent scripting 
  • Message broadcasting via Voice, SMS and Email

CoreNexa’s contact center as a service offerings satisfy and exceed the demands of your customers' fast-evolving customer engagement needs.

IVR (Interactive Voice Response)

Positive customer experiences increase customer satisfaction, loyalty, and retention. Your clients can provide exceptional customer service without any human interaction using IVR. With inbound IVR software, customers have self-service options for everything from paying bills to hearing store hours. Outbound IVR automates communications so customers don't miss critical info. Your clients will see several benefits from IVR:

  • Reduced operational costs
  • Increased productivity
  • Improved customer experience
  • Increased revenue
  • Reduced call volume to Contact Center

IVR is a helpful customer experience solution for enhancing anything from routine inquiries to vertical-specific customer needs.

Workforce Management

Effective contact center operations require intelligent workforce management solutions. Contact center managers benefit from having scheduling, forecasting, and adherence tools in one place, so they can focus on providing their agents with intelligent, data-driven support and coaching. With the right workforce management solution in place, your clients can increase productivity, reduce costs, and deliver an outstanding experience for their customers.

CoreNexa’s workforce management solution features include:

  • A scheduling tool that puts everything from lunch breaks to PTO requests in one place
  • Accurate forecasting that ensures the right people are working at the right times
  • Reporting that empowers supervisors to create efficiencies
  • Adherence tracking to enable better coaching for agents

This solution is built into CoreNexa Contact Center, so it can be immediately activated and installed with no additional software required.

Unified Communications as a Service

Remote contact center staff need the full capabilities they would have at a call center or in the office. That’s where complete unified communications as a service (UCaaS) comes in. Voice, video, messaging, and collaboration capabilities are essential for improving productivity and enhancing the overall customer experience.

CoreNexa delivers a UCaaS solution that features:

  • A built-in softphone for making and taking calls
  • Extensive calling features, including visual voicemail, call transfer, three-way calling, and more
  • HD video
  • Meetings
  • Chat and SMS messaging
  • Virtual rooms
  • Advanced collaboration features

With UCaaS, your customers have an easy way to work, communicate, and collaborate from anywhere, on any device.

Bonus: Automation Manager, a Tool for Partners

What about a tool for partners to effectively sell the customer experience solutions your clients are looking for? CoreNexa Automation Manager (CAM) automates the sales, delivery, management, and invoicing processes you need to succeed selling cloud communications. This cloud service delivery platform also gives you the ability to private label your recurring and non-recurring services, including hosted PBX and voice over IP, SIP trunking, and SD-WAN.

CAM simplifies invoicing and payment while automating and managing your cloud communications workflow. This solution:

  • Helps speed up the time from quote to cash
  • Provides automated provisioning and remote configuration tools
  • Enables fast onboarding and remote support
  • Eliminates expensive truck rolls and fleet maintenance

Automated invoicing and payment processing means partners no longer have to manually calculate service charges, sales tax, and other fees. Eliminate hassle so you can focus on servicing your clients and growing your business.

Help Customers Deliver a Second-to-None Experience

76% of executives say improving the customer experience is a high or critical priority2— which means there’s a vast opportunity for partners to sell contact center, IVR, workforce management solutions.

When you partner with CoreDial to sell our CoreNexa suite of customer experience solutions, you position yourself as a trusted partner with a deep understanding of the importance of the customer in the modern business climate. To learn more about our solutions, schedule a demo with CoreDial today.

Sources

  1. https://techjury.net/blog/customer-experience-statistics/#gref
  2. https://www.forbes.com/sites/blakemorgan/2021/08/09/10-stats-showing-the-growth-of-cx/?sh=781324e65f23