Telesystem, the Ohio-based business communications company, on Wednesday unveiled its new Omni Channel Contact Center (OCCC) that includes voice, text messaging, email and chat on one platform in the cloud.
This CCaaS solution allows customers to reach out on their preferred channel, and streamlines operations, management and administration to lower the total cost of ownership for the business, according to Telesystem. It allows businesses to use advanced features like interactive voice response (IVR), automatic call distribution (ACD) and outbound campaigns.
Karlene Langford, Telesystem‘s product development manager, tells Channel Partners the ominchannel contact center can be tailored to the customer’s needs in “an a la carte fashion, thus meeting the demands for an advanced feature set while not inflating costs.”
“For example, many customers we talk to are just now evolving from a voice-centric call center to omnichannel, and some of these businesses prefer incremental changes such as introducing email and/or chat functionality one feature at a time,” she said. “This iterative approach allows business to train their staff, update websites and market the new modes of communication at their own pace. Many competitors in the omnichannel contact center space force customers to a new package level when adopting any mode of omnichannel capability, which drastically increases costs to the end user. Telesystem allows for incremental additions with minimal increase in price.”
Telesystem’s OCCC is Payment Card Industry (PCI), Health Insurance Portability and Accountability Act (HIPAA) and system and organization controls (SOC II) compliant to meet the needs of financial, health care, government and other regulated industries, Langford said.
“Telesystem is so confident in our solution that we are willing to sign customer business associate agreements (BAAs),” she said. “This taken into account that Telesystem can also engineer a comprehensive solution for a customer that includes the OCCC, MPLS network, DIA, SD-WAN and hosted PBX solution, makes the world of difference for many partners and customers.”
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The omnichannel contact center is switch-agnostic and can be layered on top of existing infrastructures and configured with concurrent licenses for a low total cost of ownership compared to named-user plans, according to the company.
“Telesystem’s Omni Channel Contact Center speaks to the paradigm shift we see in all things communication,” Langford said. “Gone are the days where you create auto-attendant menus and force your customer to navigate through options to self-direct themselves through your organization. Today a smart business needs to be able to respond to their customer efficiently across any channel they prefer. It does not matter what kind of phone system they have. We just need the telephone number to the contact center and we can route the call, chat, email, [text] and more to the agent most prepared and available to respond.”