Remote and hybrid workforces are the norm today, due to the COVID-19 pandemic. So, businesses need solutions to maintain customer engagement despite physical distances. An answer to that is contact centers.
In fact, according to a report from MarketsandMarkets, the contact center software market size is expected to grow from $35.3 billion in 2022 to $93.7 billion by 2027 with the rising adoption of cloud-based contact centers and increasing use of AI and machine learning among the key factors driving the growth of this market.
It would seem that small and medium-sized businesses (SMBs) are utilizing contact center solutions. But that stat from the report appears to be influenced more by larger companies. The reason for that is SMBs traditionally have limited access to multichannel contact center solutions compared to their larger counterparts due to a combination of cost, lack of expertise, limited resources, complexity and prioritization of other business areas.
Looking to reinvent the wheel, as some might say (and to give SMBs a fair shot at contact center solutions), Reinvent Telecom launched its MyCloud Contact Center, a private-label contact center as a service platform that is designed and priced for SMB customers. The MyCloud Contact Center rounds out the Reinvent CCaaS portfolio.
Reinvent Telecom provides solutions that help resellers of all sizes grow their businesses by enabling them to offer advanced communication services without the need for significant upfront investments in infrastructure and technology. Its CCaaS portfolio includes Cloud Contact Center and automatic call distribution solutions, which are tailored for small businesses.
The MyCloud Contact Center is a cloud-based, scalable, customizable and easy-to-use contact center solution that provides resellers’ business clients with multichannel integration of voice, email and webchat into a single workflow for agents. It also includes IVR, skills-based routing, queue callback, supervisor control, contact center agent client, Salesforce CRM integration, screen pop, real-time wallboards and historical reporting.
With the launch of the MyCloud Contact Center, Reinvent Telecom offers its resellers a complete suite of contact center solutions that cater to businesses of all sizes.
“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.”
Reinvent Telecom's decision to launch MyCloud Contact Center is based on the recognition that SMBs require multichannel contact center solutions to improve customer experience. MyCloud Contact Center enables SMBs to leverage the same technology that large enterprises have been using for years, to deliver exceptional customer experience and stay competitive in a rapidly changing market.
Edited by Alex Passett