As cited in the Aberdeen Group’s report titled “Optimizing the Customer Experience through Cloud Contact Centers (July 2014),” 31 percent of contact centers are deployed in the cloud. The key drivers for contact centers to adopt cloud technology are greater financial flexibility and enhanced customer experiences.
Capitalizing on this trend, EPIC Connections (EPIC) has entered into a strategic partnership with Panviva to make Panviva SupportPoint Cloud an option as a business process guidance application within the EPIC managed services technology suite.
Panviva is a content development consultancy that developed SupportPoint. SupportPoint is a business process guidance (BPG) solution powered by cloud technology. Some of the key features of the solution include scalability, flexibility to handle seasonal peaks and troughs, SSL encryption, permission-based authentication, a pay-as-you-go licensing model, mobile compatibility, and more.
In addition to being deployed as a cost-effective, fully managed service, the SupportPoint Cloud business process guidance software provides knowledge workers with instant access to the exact information, workflow navigation, applications, and communication—all in one place and accessible through a simple interface.
EPIC Connections (EPIC), which is deploying Panviva SupportPoint, is a provider of contact center consulting and outsourcing services. Its managed services technology suite is a complete cloud-based contact center. The suite offers clients direct access to cloud-based technology tools that are ideal for all businesses.
As cited in EPIC’s blog, “having cloud-based contact center systems makes key solutions feasible.” It also increases the likelihood of improving the overall customer experience. Consequently, EPIC entered into a strategic partnership with Panviva.
One of the excerpts from the blog stated that voice contact centers are still a great way to stay in touch with customers. Furthermore, cloud-based contact centers allow organizations to spend more time with customers and less time dealing with technology. With the right systems in place, managers can be confident that customer needs are being properly addressed.
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