In the past, contact center technologies were primarily targeted toward large and mid-market enterprises that had the resources to invest in such solutions. However, in recent years, it has become apparent that SMBs also have a genuine need for multichannel contact center solutions that can help them enhance their customer experience.
One reason for this shift is that the customer experience has become a crucial factor in the success of any business, regardless of its size. With the advent of social media and online review platforms, customers have a more significant impact on a company's reputation than before. As such, SMBs are recognizing the importance of providing high-quality customer service and support, which is where contact center technologies play a key role.
Reinvent, which enables its wholesale partners to deliver reliable UCaaS, conferencing and collaboration, CCaaS, business messaging, direct routing for Microsoft Teams and SIP trunking services, knows this. As a result, Reinvent launched its MyCloud Contect Center, a private-label CCaaS platform designed and priced for SMB customers.
This innovative contact center solution provides various features, including multichannel integration of voice, email and webchat, as well as interactive voice response, queue callback, supervisor control and contact center agent client capabilities.
Additionally, MyCloud Contact Center offers seamless integration with Salesforce CRM, screen pop, real-time wallboards and historical reporting.
“Contact center solutions are becoming the lead communication product for new customer conversions,” said Jeff Kramarczyk, Director of Product Management at Reinvent Telecom. “MyCloud Contact Center – and Reinvent’s full suite of contact solutions – offers partners a smooth entry into new accounts with the ability to layer on top of UCaaS to deliver a complete solution that’s as powerful as it is sticky.”
This cloud-based solution is designed to be scalable, making it a flexible choice for businesses of all sizes. With its easy-to-use interface and advanced features, MyCloud Contact Center is poised to become a recommended choice for businesses looking to enhance their customer service operations.
The solution’s benefits include an increase in revenue with intelligent skills-based routing, lower costs, improved productivity as well as reporting and management through an extensive set of reports, alerts and dashboard widgets, customizable, which ensures that all information is right at the supervisor’s fingertips.
“MyCloud Contact Center meets the sweet spot between capabilities and cost that will allow our reseller partners to bring large company contact center capabilities to SMB customers at a reasonable cost,” said David Ansehl, Director of Wholesale Channel at Reinvent.
MyCloud Contact Center completes Reinvent’s existing CCaaS portfolio, complementing the Cloud Contact Center and the automatic call distribution solutions designed for SMBs. With this solution, Reinvent further enables businesses, specifically SMBs, to enhance their customer engagement strategies.
Edited by
Alex Passett
