Cloud-based contact centre technology and multi-channel communications is opening new efficiencies for call centre operators and agents, says a solution provider helping to bring the technology to market with Rogers Communications.
Montreal-based Quovim C3, a provider of contact centre software and multi-channel communications software services, has forged a partnership with Rogers Communications to help it provide advanced cloud-based contact centre solution to Rogers clients. Quovim C3 will be tapped for implementation services including consulting, customization, training and support, and will also assist Rogers in the sales process with assessments of business requirements.
“We will be working underneath the Rogers umbrella to help customers understand and personalize the solution to their business needs,” said Pierre Lemoine, president and co-founder of Quovim C3. “After implementation, we’ll handle all the training requirements for the agents, supervisors and system administrators. It’s taking the hand of the end user and helping them to deploy the technology within their specific operation.”
Quovim C3 will also work with Rogers during the sales process, helping it match customer requirements to the platform and provide the professional services portion of the proposal. The partnership with Rogers is theoretically Canada-wide, although Lemoine said Rogers has particular strength in Eastern Canada, particularly with the public sector in Ontario.
The Customer Interaction Center software from Interactive Intelligence is at the heart of Rogers’ Virtual Contact Centre platform, and Quovim C3 is an Elite partner in Interactive’s partner program. Lemoine said using a cloud-based contact centre solution offers a lot of flexibility and advantages for call centre operators.
“It’s very helpful for those operators that have a seasonal peak, as they can pay on a monthly basis for the number of agents they have working at that point rather than paying major money up front to cover the small peak period of the year,” said Lemoine. “It minimizes the capex as it all goes under opex, and the time to market is very quick as the infrastructure is already there with the functionality in the cloud.”
He added it’s also easier for call centre operators to add more functionality without investing in new hardware. Going from basic voice calls to multi-channel communications just means turning on that feature in the software, and only paying for the agents using it.
“It’s very beneficial for the company,” said Lemoine. “Also, maintenance and upgrades are all covered within the services being provided.”
Multi-channel functionality is one innovation that is really opening up new possibilities for contact centre operators, added Lemoine. When discussing contact centres people usually think about call handling, but agents are also now handling e-mail and chat communications for customers.
Rather than have agents segmented to one particular channel of communications, multi-channel communications allows one agent to move between channels as demand dictates all from within the same platform. It’s also easier for supervisors to monitor all channels of communications from one console, have recording of all channels for later review, and have integrated statistics measuring performance across each channel.
“You can really standardize the customer experience and have it seamless no matter the channel of communications,” said Lemoine. “It has really opened up the eyes of the contact centre operators.”