Contact Center as a Service (CCaaS)

The best possible Customer eXperience (CX)
Omni-Channel allows customers to communicate via 
Voice, E-mail, SMS, & Social Media.

WHAT IS OMNI-CHANNEL?

An omnichannel cloud contact center is cloud-based contact center software solution that handles customer interactions from multiple channels in a way that allows customers to seamlessly switch back and forth across channels including phone, chat, email, text (SMS), and social media.

Customers might use a mobile app, email and a phone call to customer service in the course of a single transaction.

They expect a consistent experience across customer service channels and for the transaction history to be available at every touchpoint.

An omnichannel approach addresses these expectations.

Customer Journey Analytics

In a recent CX survey, top-performing organizations ranked customer journey analytics as their second-highest CX-related investment priority.

Visualize and measure every customer's journey — from beginning to end - and have the tools to provide the best possible customer experience (CX).

Customer journey analytics is the science of analyzing customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

This approach continues to gain momentum as enterprises recognize the value of customer journeys as a means to monitor customer experience performance and identify opportunities for improvement and a lot more.

Total Quality Management (TQM)

Boost Customer Satisfaction – Customers are more satisfied when they receive quality products that fulfill their expectations. In turn, high customer satisfaction may lead to a rise in market dominance, revenue growth via upselling, and customer-led word-of-mouth marketing.

Strengthen Culture – TQM-compliant organizations develop and foster several fundamental values centered on quality management and continual improvement.

Manage Costs – Companies save on customer assistance, product replacements, field service, and the design of product fixes as a result of decreased production defects.

The cost savings are transferred to the bottom line, resulting in increased profit margin

Workforce Engagement Management (WEM)

Delivering exceptional experiences doesn’t stop with the customer — today’s employees expect them, too.

Workforce engagement management (WEM) makes it easy to create great employee experiences.

WEM focuses on the human side of your contact center to improve employee engagement.

These essential customer-facing departments need a flexible and adaptable WFM solution that keeps pace with the transforming business world.

And it simplifies operations while increasing efficiency.


Today's Contact Center as a Service, or "CCaaS," is a cloud-based solution for omni-channel contact centers that work independently of your current cloud-based or premise-based phone solution.

CCaaS solutions are used by contact centers with seats numbering from the tens to the thousands, as they can meet complex and multi-regional requirements.

This research will help application leaders responsible for customer service find the right provider for their geographic and functional needs.

Gartner provides useful information on the industry leaders in multiple categories including LEADERS, CHALLENGERS, NICHE PLAYERS, & VISIONARIES.

Brookside is FREE to clients! We get paid by the providers and carriers when WE order the services so let us do it all!

Nice & the Magic Quadrants

Contact centers are facing a growing volume of digital transactions from a constantly expanding number of digital channels.

Meeting customer demand in any business relies on having good data to determine when your customers contact you, how your customers contact you, and how long those interactions take.

With more and more customers now turning to digital channels, managing this data could be a difficult challenge.

Nice
is the only company that is a LEADER in TWO magic quadrants - Contact Center as a Service (CCaaS) and Workforce Engagement Management (WEM).



Analyze ALL Call Recordings with Observe AI

With the top transcription tool in the industry, Observe AI provides the highest level of accuracy so you get the most out of every conversation thanks to their proprietary technology.

Observe AI offers the industry's leading AI-Driven speech analytics and quality management platform that is vendor agnostic and works with both cloud and most premise-based solutions.

It allows you to monitor quality on 100% of conversations, rapidly evaluate agent performance and deliver contextual feedback that inspires action. 

Transcribe and analyze 100% of your conversations and surface insights that improve CX.

Risk Reduction. 24/7 Support. Improve Compliance by 40%. Quit wasting time listening to random calls. 



Self-Service vs. SMART Self-Service & AI

Conversational AI Partners
Ready 24/7 to give your customers quick, personalized
help and boost your support team’s productivity.

IBM Watson Assistant
Build better virtual agents, powered by AI

Conversational AI for fast and friendly customer care We bet both you and your customers would like interactions to be friendlier and faster.

To help you deliver that full functionality, IBM Watson Assistant brings you a conversational artificial intelligence platform designed to help remove the friction of traditional support, and to deliver exceptional customer care based on the advantage of AI.

While you improve customer experience with a single path to providing improved chat, intelligent AI virtual agent, and human agent contact center support, you also gain a new, intuitive interface that empowers everyone in your organization to build and maintain AI-powered virtual agents and AI-powered chatbots — without having to write a single line of code.

IBM Watson Chatbot

IBM Watson - How It Works

IBM Watson Assistant is built on deep learning, machine learning, and natural language processing (NLP) models to understand questions, find or search for the best answers, and complete the user's intended action through conversational AI.Add a description here.

Meet Zoom Virtual Agent, the next Evolution of Solvvy

Solvvy’s next-gen chatbot and support automation platform is making traditional keyword and rules-based chatbots obsolete.


Since Zoom acquired Solvvy last year, many people have asked why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. And conversely, what led Solvvy to join forces with Zoom?

Zoom Virtual Agent, an intelligent conversational AI chatbot solution, uses natural language processing and machine learning to accurately understand and painlessly resolve issues for customers.

Zoom Virtual Agent works 24/7 on multiple support channels to deliver fast, personalized customer experiences. That means it also reduces call and ticket volume for human agents, which can help businesses save significant amounts on operational costs, especially during a time when budgets are tightening in almost every industry.

Unlike many chatbots on the market, Zoom Virtual Agent uses AI to correctly interpret what your customers are asking, regardless of how they word their requests.

The platform understands customers’ intent—and it becomes more accurate over time, as it learns from every interaction. And it allows customers to rapidly build custom intents or choose from rich existing libraries.

But Zoom Virtual Agent goes beyond understanding to resolution. It delivers accurate and conversational resolutions and answers from day one. By crawling your knowledge bases, FAQs, and ticket history (plus any documentation you choose) before launch, Zoom Virtual Agent intelligently guides your customers to the right resolution.

These resolutions often take the form of highly personalized experiences—customized flows and messages for unique customer segments based on their profile and data attributes.

Zoom Virtual Agent also goes well beyond self-service. It embraces the “human + AI” model, and seamlessly hands off to agents when needed, with all the context required for these agents to continue the conversation without asking customers to repeat themselves.

In many cases, it can also ensure that the right agents with the right skills are working on these issues. Finally, Zoom Virtual Agent delivers industry-leading analytics that gives you a true “voice of the customer” with actionable outcomes.

The Solvvy and Zoom teams have been working hard, together, to bring Solvvy’s advanced AI capabilities to the Zoom platform, and more specifically, Zoom Contact Center.

Zoom Virtual Agent takes the best of Solvvy and adds many powerful capabilities from the Zoom platform that we’ll tell you more about in the weeks ahead. 

Zoom is more than video meetings but their product portfolio has dramatically expanded over the last few years. Today, Zoom has become a robust platform for businesses.  

Zoom Virtual Agent will be available in early 2023.

She can be hired for jobs and tasks in any industry, and delivers superior digital services.

The latest in Cloud Contact Center & CX Technology

Meet Your New Digital Workforce with Five9

Virtual agents never have a bad day and can help your organization provide the best possible customer experience, or "CX.".

Always on and ready to lend a hand, 24/7 and if properly configured, can take 20-25% of calls currently going to live agents.

It's like having a brand-new international team that speaks hundreds of languages and streamlines your most critical business operations.

Five9 is an excellent option for businesses that care about their customers. 

Genesys Cloud CX Contact Center Overview

Learn more about Genesys CX

Genesys provides the best possible customer & agent experience

Dialpad Contact Center
Cloud-Based Call Center Solution with AI

Learn More About Dialpad AI Contact Center

Eliminate Credit Card Fees!

Imagine not having to pay a fee every time someone uses a credit card.

Titanium Payments allows you to offer two prices - a cash price and a credit card price.

And you offer people paying ACH a discount that offsets the cost of using the credit card.

This is perfect for on-line customers that want to pay the cash price which can save them some money.

Titanium offers multiple devices including cordless terminals that is perfect for restaurants and bars. 

WFM for Dummies!

With the evolution of technology and social media platforms, contact centers face a common challenge from their customers.

The challenge is trying to determine which type of channel their customers will use and how to monitor, measure, and calculate staffing requirements to meet these demands.

As these elements grow more intricate, contact centers without the right processes or technology will struggle to do this in an accurate and efficient way.

Since the early days of contact centers, the channels used by customers have changed very little. Traditional methods such as calls remain the most popular channel, and we have seen faxes and snail mail replaced with email.

Advancements of social media platforms and other new channels of technology such as chat, social media, and messenger are on the rise.

This presents some exceedingly difficult challenges because these new digital channels don’t conform to the traditional metrics and calculations that have been used for so many years. It also adds another layer of complexity in terms of skills and employees’ abilities to adopt to these changes.

Forecast, schedule, adapt, respond, and engage with the intelligent workforce management software.