Enterprise Contact Center
Create success with a customer-centric approach.
Yesterday’s phone-based call centers have evolved into integrated, omnichannel centers that seamlessly blend voice, online chat, text messaging, social media, and even video. The latest contact center solutions improve consumer experience and engagement, delivering a return on investment in terms of customer acquisition and retention.
Burwood Group can help you assess the maturity level of your contact centers and create an “art of the possible” roadmap toward your optimal contact center. We’ve invested in the right people, processes, and technologies to help you blend disparate communication channels into a true omnichannel contact center experience.
Burwood Group has extensive experience with many contact center vendors and we’ve created a robust data analytics practice to help you optimize your contact center operations.
What Are Integrated Omnichannel Communications?
Omnichannel means far more than offering customers new ways to communicate—it means complete integration of your contact channels.
For example, when a consumer initiates contact on your website, your website could offer the option of online chat or a phone call. Chatbots and Conversational AI (IVR, chatbots, etc.) can expedite connecting the customer with the information they need or with a live agent, and automatically transfer customer information to the customer service representative. Through CRM integration and artificial intelligence tools, we can equip your customer service agents to view customer history and quickly resolve customer issues on the spot.
Assessing Your Current Infrastructure: Should You Move to the Cloud?
Thinking About Migrating Your Contact Center to the Cloud? Download Our How-To Guide Today
Our guide contains specific features and considerations to walk through as you consider cloud migration for any part of our collaboration infrastructure, including the contact center.
Legacy contact center facilities often lack the technology infrastructure needed to support modern contact center strategies and workplaces. And, companies often want to avoid getting locked into costly on-premise solutions that are difficult to scale or modernize. New cloud-based solutions can provide a cost-effective alternative that enables agility and can be easily scaled up or down as needed. With our Contact Center Maturity Assessment, we can help you determine whether a cloud-based solution would be the right solution for your organization.
The Value of Contact Center IT Outsourcing
Many organizations invest in new tools and platforms, yet never realize the full return on investment because they lack the knowledge, time, and staff to correctly implement and maintain their systems. Resource constraints mean IT teams react to issues, rather than helping transform the customer experience.
Contact center IT outsourcing can give your team the support it needs to reduce the risk of costly business disruptions. Burwood Group has invested in advanced monitoring and automation tools that enable us to prevent equipment failures and keep your business operating smoothly.
Outsourced IT support services lighten the workload of your contact center IT team, helping prevent burnout and turnover, and freeing staff resources to focus on more rewarding, strategic projects. In addition to managing upgrades and maintenance, and handling time-consuming vendor calls, our services give you access to specialized expertise without the excessive cost of hiring additional staff.
Learn more about Burwood Group’s managed services and outsourced operations team.
Ready to Elevate Your Contact Center Maturity?
Let our experts create a roadmap to increase ROI and customer experience.
