Contact Center Solutions

Contact Center Overview

Gone are the days of legacy on-premises contact center systems that were difficult to upgrade, expensive to maintain, required complex integrations, and had limited functionality. Contact Center as a Service (CCaaS) has reinvented customer care and changed consumers’ expectations. In every industry, organizations are shifting to preferred channels of communication, such as web chat, email, and SMS.

Delivered in the cloud, CCaaS provides robust communication channels, data, and analytics to continuously enhance the customer experience and empower your agents, as well as robust reporting. Typically offered as a subscription model, CCaaS gives you the scalability to expand as your operational needs change. By only paying for the technology needed, your costs and investments are reduced while your capabilities are expanded to better serve customers.

Learn More About CCaaS

Comprehensive Contact Center Solutions

ACD
CTI
Omni-Channel (email, chat, SMS)
Workforce Management
Predictive Analysis
BPO

IVR
Dialer (predictive, progressive, preview)
Speech Recognition
Reporting & Trend Analysis
Performance Management

The Bluewave Approach to Contact Center Solutions

You have heard all the buzz words – IVR, ACD, CRM – and more. But how do you know what to look for in a hosted contact center solution? The contact center space is crowded and confusing with over 150 vendors offering a myriad of solutions at varying price points. Let us help make sense by managing the process, providers, and implementation.

Bluewave is here to help you navigate your journey to the cloud and bring you the optimal contact center options and solutions at the best pricing available. We understand that contact center technology is not a one-size-fits-all solution. Because of this, we have designed our process to ensure you get the right solution for your needs. We’ll start by assessing your current solution and see what’s working and what’s missing. The best method to determine the right solution for you is to identify useful features that will optimize your business outcomes. Once we have that, we can narrow down the service providers and determine which will be the best fit.

Benefits include:

Exponentially improve customer experience
Increase agent knowledge with integration with CRM and Social Media
Continuously improve your operation with data and predictive analytics

Quickly scale and enable remote teams
Decrease costs through cloud-based platform

Why Bluewave?

We help companies purchase and manage cloud, network, and communications technology in a better way. Our streamlined, customer-centric approach of evaluating, sourcing, managing, and supporting technology solutions simplifies the entire technology lifecycle across multiple service providers and partners.

We make technology buying easy by managing the entire process, from vetting to negotiating to purchasing.

Efficient Process

We monitor pricing, bills, usage, and SLAs, to ensure the return on your technology investments.

Optimal Returns

We have relationships with the leading service providers. Our impartial team of solutions architects specialize in network, cloud, security, and collaboration.

Strategic Advisor

Bluewave pulls back the curtain to reveal the value of every solution, without the bias, and ensure you get competitive pricing, terms, and service levels.

Contact Center

Overview