Our world, and absolutely our industry is filled with acronyms. In terms of general usage, the term Unidentified Flying Object is instantly recognized as UFO. In the contact center solutions world identification is also key. Indeed, to produce operational efficiency and effectiveness and drive the creation of compelling customer experiences, making sure customers interact with the right people at the right time with the right tools has become an imperative. Hence, having the tools to identify and optimize the workforce is key. And, we have now all come to know this workforce optimization by its acronym, WFO.
The above is the context for a recent announcement from cloud-based contact center solutions 3CLogic that is partnering with contact center WFO solutions provider Envision to help business improve their ability to offer great customer experiences by assuring customers are connected with the right people to resolve their problems, and by enabling organizations to use the insights from those interactions to improve operations and results even more.
“As the migration from on-premise to cloud contact centers grows, the need for an integrated cloud workforce optimization platform to provide a more complete picture of customer service and agent interactions becomes a more important factor in helping to make informed business decisions”
Together, 3CLogic and Envision say the combination significantly enhances enterprises’ abilities to use advanced contact center solutions with the added ability to collect, interpret, and act upon Voice of the Customer (VOC) data gathered during each customer interaction. Among the advantages cited are:
In commenting on the new partnership, Raj Sharma, CEO at 3CLogic , stated that: “As the migration from on-premise to cloud contact centers grows, the need for an integrated cloud workforce optimization platform to provide a more complete picture of customer service and agent interactions becomes a more important factor in helping to make informed business decisions…We are very excited about the synergies 3CLogic’s leading contact center solution and Envision’s WFO services will provide to both our mutual and future customers.”
“The partnership between our two companies brings together the best of breed in workforce optimization and call center software in the cloud,” said Envision founder and CEO Rodney Kuhn. “At a time where customers are tired of expensive hardware costs and maintenance, we can now deliver a fully-integrated software-only solution in the cloud.”
For those note familiar, 3Clogic’s suite of inbound, outbound, and blended cloud-based contact center solutions that are hosted on AWS. Not only does the company offer the full set of contact center functions as a cloud service, but it also provides a reporting framework with business analytics and real-time scripting engine. Envision, for its part has been a consistent leader in the WFO solutions space, with a web-based solution which includes voice of the customer analysis, performance management, desktop analytics, speech analytics, compliance recording, quality management, workforce management and coaching and eLearning.
Two cloud-based solutions providers teaming up to make contact center interactions more productive for agents and more engaging/satisfying for their customers—there is no need for an acronym on that since what it all should add up to is increased customer satisfaction and profits.