PRESS RELEASE: eLoyalty, part of TeleTech Technology, has released an enhanced version of its Cisco Powered Contact Center as a Service (CCaaS) Cloud offering. The latest enhancements illustrate how eLoyalty continues to invest in its cloud technology by integrating more customer journey components and channels into each new version.
The cloud contact center services market is growing and maturing quickly. IDC estimates that U.S. spending on cloud contact center services was $868 million in 2014 and will increase to $2.0 billion in 2019. Consumer communication preferences and demands and contact center buyers’ needs for greater efficiency and flexibility are two of the main forces driving growth in this market.1
eLoyalty’s Cloud solution provides enhanced business intelligence allowing for better business decisions and optimizing contact center agent performance. Key enhancements include:
Customer Analytics – built-in Cisco® analytical solution pieces together the customer journey with the agent desktop as well as actionable insight to make progressive change.
Unified Communications Provisioning – maximize administrator productivity and time by enabling them to manage routine administrative tasks with the ability to clone associates and users, and track and modify phones in a single interface.
Scheduled Skilling – save time, reduce mistakes and proactively plan with the ability to schedule recurring reskilling of associates in bulk.
Cloud Fax – addition as new channel of choice and part of the 360-degree view of customer interactions.
Cisco WebEx and Cisco Spark – addition of messaging, audio, video, and web conferencing and collaboration solutions for both agents, employees and customers.
“Cloud contact centers offer great flexibility, scaling up or down as needed, implementing new channels and functionality, all done in a fraction of the time and cost required by premise contact centers. We plan to continue to invest in our cloud by incorporating more and more of the customer journey touchpoints and channel preferences into future offerings,” said Steve Pollema, president, eLoyalty LLC, a TeleTech company.
1IDC, U.S. Hosted and Cloud Contact Center Services 2015–2019