Contact Center as a Service (CCaaS)
Your Contact Center in the Cloud
When Contact Center (CCaS) and Unified Communications (UCaaS) Aren’t Integrated
Not all UCaaS & CCaaS solutions are the same.
Brookside Consulting has decades of experience working with voice and the latest contact center technology including omni-channel which adds e-mail, SMS, social media integration, speech analytics, AI, Call Recording.
We know UCaaS and CCaaS and can help customer design and implement a cloud solution that will provide the best possible customer and employee experience.
8x8 Contact Center
Complete solution that takes UCaaS - video, IM, & presence - and adds CCaaS - omni-channel with E-mail, Business SMS, Webchat, Social Media Integration - as well as Call Recording with Screen Capture, Speech Analytics, AI, Quality Management, and Workforce Optimization.
8x8 offers a complete, all-in-one cloud-based solution for UCaaS & CCaaS in a single, easy to manage cloud platform.
8x8 Customer Journey Analytics
Imagine getting analytics on every customer & employee interaction with advanced search and intuitive navigation that allows you to quickly see and address big-picture issues.
NICE CXone
NICE CXone helps contact centers around the world create profitable customer experiences through our powerful portfolio of cloud-based call center ACD, call routing, self-service IVR, and agent optimization solutions.
Industry leading Contact Center as a Service (CCaaS) provider that is a feature-rich over-the-top omni-channel contact center solution that works independent of whatever phone solution you are using today.
Five9
The Five9 Intelligent Cloud Contact Center
software enables agents to be more effective on the phone - so they can sell more and service better and make customer service a more human experience.
Great customer service integrates all communication channels with interaction history to provide context for the every conversation.
Five9 is very cost-effective and will work independent of whatever phone solution you are using today.
Contact Center vs Call Center
WHAT IS THE DIFFERENCE?
Contact centers provide agents with helpful information ahead of each call. It pulls data from your CRM and interactions can take place through multiple channels, such as email, SMS, live chat, and chatbot.
Call centers focus more on phone calls.