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Bolder Thinking's Cloud Hosted Contact Center Offers Savings and Reduced Complexity
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Bolder Thinking's Cloud Hosted Contact Center Offers Savings and Reduced Complexity

September 02, 2014
By Laura Stotler
TMCnet Contributing Editor

When it comes to operating and maintaining an efficient, low-cost contact center that can offer the highest levels of service and be easily scaled, sometimes a bolder way of thinking is required. Ohio-based company Bolder Thinking decided to do just that, and the company provides a completely cloud-based software platform for operating a contact center.

Steve Jackson, VP of sales at the company, sat down with TMC Executive Editor Paula Bernier (News - Alert) at ITEXPO Las Vegas last month to discuss Bolder Thinking’s unique approach to reducing contact center complexity. According to Jackson, the five-year-old company delivers a pure cloud hosted contact center with complete redundancy, offering major benefits to customers.

“Our founders ran big call centers, so they knew how difficult it was to run them,” said Jackson. “One of the traditional problems a lot of call centers have is that doing capacity planning is always a guess. For instance, we’re working with a company today that has 50 agents during most of the year, but they have 800 during the Christmas season. And that would drive most IT managers berserk.”

By using Bolder Thinking’s platform, a company simply has to hire additional agents, add them to the system via an intuitive, web-based portal, and then mark them as offline when the busy season is through. Not only does this save customers significant amounts of money and increased efficiencies, but it protects them from the financial issues typically associated with downtimes. And all of this can be achieved while delivering high levels of customer service. In fact, Jackson participated in a panel discussion at ITEXPO (News - Alert) about the use of WebRTC for improved customer service.

“What we’re seeing right now is that on the e-commerce side, about 65 to 70 percent of all shopping carts get abandoned,” said Jackson. “A fairly high percentage of those are because a customer has one question that they’d really like to get answered, and they’re all impatient.”

WebRTC solves this problem by installing a simple button on the customer’s website without requiring any complicated technology on the back end. The customer can click the button to establish an instant voice connection with an agent, and agents benefit from getting all the contextual information about the customer passed along to them instantly, alleviating time wasted and frustration on both ends. Jackson estimates that proper WebRTC use can reduce abandoned shopping cart rates by as much as five to 10 percent, ultimately leading to a 10 to 15 percent increase in the number of actual orders successfully placed.

Edited by Maurice Nagle

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