FAIRFAX
COUNTY, Va., July 9, 2024
/PRNewswire/ -- SuccessKPI, Inc., a cloud-native, contact
center customer experience platform provider and a leader of the
current 2023 Frost & Sullivan Workforce Optimization (WFO)
Radar report, is teaming with fellow Amazon Web Services partner
ConnectGen to launch Contact Center Builder, an innovative
solution that can accelerate small CCaaS deployments from months to
days.
Contact Center Builder addresses an acute, growing need in the
market to quickly set up small contact centers. This solution can
help:
- Startups launching their business.
- SMBs pursuing digital transformation with lean
resources.
- Large enterprises aiming to capitalize on market demand
with swift product launches.
- Organizations looking to test drive a cloud contact
center at low cost.
- Government or civil service organizations responding to
emergencies or upcoming events.
Market Insights
According to GrandView Research, the global Contact
Center as a Service (CCaaS) market size was valued
at $4.43 billion in 2022 and is expected to grow at a
compound annual growth rate (CAGR) of 19.1% from 2023 to 2030. The
increasing remote and distributed workforce is a significant driver
for the growing demand for CCaaS solutions that enable customer
service agents to work from anywhere. Agents can access the cloud
contact center platform remotely, using their own devices, and
connect with customers through various channels such as phone
calls, emails, chats and social media.
"Launching an integrated Amazon Connect contact center rapidly
is a game changer," said Terry Lang,
Director, Customer Experience at Edcor. "Taking out the technical
work can help small contact centers leverage the transformational
cloud and AI technologies typically only attainable to their larger
peers."
Features of Contact Center Builder
SuccessKPI's Contact Center Builder guides the user through a
simple setup wizard in their web browser. It then completes the
setup of an interactive voice response system (IVR) and interactive
virtual agent (IVA) chat bot for prompting callers and assessing
intent. It also provides an automatic call distribution (ACD)
feature for directing calls to the right agent queue and a complete
instance of Amazon Connect for handling calls and comprehensive
reporting as well as dashboards to track the calls and measure
agent performance. The solution can also connect the contact center
to major customer relationship management (CRM) systems such as
Salesforce.com.
"SuccessKPI's mission is to enable improved business outcomes,"
said Dave Rennyson, CEO of
SuccessKPI. "Contact Center Builder delivers on that by making what
was once a complex setup now possible in minutes, democratizing
access to sophisticated contact center technology."
"Now contact centers can rapidly deploy with no technical need
and at a fraction of the cost while providing powerful analytics
and insights," said Sunil Nambiar,
VP Customer Success, ConnectGen.
Join the Live Launch Event
Watch live on Wednesday, July
24th at noon EST as
SuccessKPI sets up a contact center with IVR, IVA and ACD and
connects to CRM in minutes during the live virtual launch event.
Save your spot today!
Live Launch Event: Contact Center Builder | Webinar
(successkpi.com)
SuccessKPI integrates out of the box with Amazon Connect to
deliver comprehensive reporting and business intelligence.
About SuccessKPI
SuccessKPI is a revolutionary enterprise AI, Analytics &
Automation company enabling contact centers to utilize artificial
intelligence and automation to improve business outcomes and
transform customer experiences. SuccessKPI's insight and action
platform removes the obstacles that agents, managers and executives
encounter in delivering exceptional customer service. We are
trusted by some of the world's largest government, business process
outsourcing (BPO), financial, healthcare and technology contact
centers in the United States,
Europe and Latin America. Learn more at
www.successkpi.com.
About ConnectGen
ConnectGen is an Amazon Connect Service Delivery Partner that
offers deep expertise in setting up, configuring, and customizing
Amazon Connect. Their offerings include complete managed services
and a professional services team capable of building contact center
solutions from simple setups to complex success stories.
Social Networks:
- Web: successkpi.com
- Blog: Read SuccessKPI Blog
- LinkedIn: Connect with SuccessKPI
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SOURCE SuccessKPI