contact center technology delivered as a flexible, cloud-based platform
GDS Cloud Contact Center services provide a cost efficient alternative to the legacy contact center, ensuring the flexible capability of world-class customer service on one platform.
- Easy to deploy
- Customizable workflow capable
- No hard equipment invested
Problems It Solves
- High cost of traditional contact center solutions
- Siloed communication channels
- Inconsistent customer experience
- Lack of support for work-from-home agents
- Inability to scale to meet peak demand
- Multiple, complex bills for telecom services
Enhancing the customer experience is a top priority in today’s hypercompetitive marketplace. However, legacy contact centers are costly and complex, and lack the flexibility to respond to changing customer demands. That’s why many organizations are implementing cloud-based contact center solutions, which provide enterprise-class capabilities, support multichannel communications and enable work-from-home operations.
The GDS Cloud Contact Center provides an array of features that help businesses boost customer satisfaction without capital investments or complex upgrades. Customers can communicate via the channel of their choice, be it voice, web chat, email or text messaging. Multi-skill routing and live monitoring increase agent productivity and effectiveness. Real-time activity displays and wallboards provide powerful insights into call center statistics and individual agent performance data.
Using our proven implementation methodologies, we can have a state-of-the-art contact center solution up and running in just a few weeks. The GDS team then monitors, manages and supports the solution to ensure unmatched reliability for mission-critical operations.
The GDS Cloud Contact Center platform enables you to:
Optimize customer and support services
by effectively managing voice, chat, text messaging and email communications. Customizable communication flows route customers to the right agent regardless of communication channel.
Ensure the uptime and performance of your mission-critical contact center
with geographic survivability and on-demand scalability.
Empower contact center managers
with powerful real-time metrics and historical reporting. Managers can analyze hold times, abandon rates and other call patterns and predict call volumes for more accurate scheduling.
Track and monitor customer interactions
with agent and web chat logs and optional call and screen recording.
Tap contact center talent regardless of location
through the “anywhere access” of the cloud. The solution also facilitates disaster recovery plans and emergency communications by enabling agents to work remotely if needed.
Keep your IT department happy
with no additional load on your infrastructure and no operational overhead. GDS hosted contact center services are easy to administer and backed by our 24x7x365 maintenance and support.