As cited in the Aberdeen (News - Alert) Group’s report titled “Optimizing the Customer Experience through Cloud Contact Centers (July 2014)”, 31 percent of contact centers are deployed in the cloud. The key driving forces for contact centers to adapt cloud technology are enhanced financial flexibility complemented with augmented customer experiences.
Cashing in on this trend, EPIC Connections (EPIC) has inked a strategic partnership with Panviva to make Panviva SupportPoint Cloud an option as a business process guidance application in the EPIC managed services technology suite.
Panviva is a content development consultancy that developed SupportPoint. SupportPoint is business process guidance (BPG) solution driven by cloud technology. Some of the key highlights of the solution include scalability, flexibility to meet seasonal peaks and troughs, SSL encryption, permission-based authentication, pay-as-you-go licensing facility, mobile-ready and more.
Apart from being deployed as a cost-effective fully-managed service, the SupportPoint Cloud business process guidance software provides knowledge workers with instant access to the exact information, workflow navigation, applications, and communication - all in one place and accessed through a simple interface.
EPIC Connections (EPIC), which is deploying Panviva SupportPoint, is a provider of contact center consulting and outsourcing services. Its managed services technology suite is a complete contact center in the cloud. The suite offers clients direct access to cloud-based technology tools ideal for all businesses.
As cited in EPIC’s blog, “having contact center systems that are cloud based makes key solutions realistic.” It also increases the likelihood of improving the overall customer experience. Hence, EPIC inked strategic relationship with Panviva.
One of the excerpts from the blog stated that voice contact centers are still a great way to keep in touch with the customers. And, cloud-based contact centers allow organizations to spend more time with the customer and less time dealing with technology. With the right systems in place, managers can be confident customer needs are being properly addressed.
Edited by Maurice Nagle