One of the guiding principles of delivering superior customer service is efficiency. An organized, well-trained contact center agent that possesses the proper tools to respond to service issues quickly and thoroughly delivers the best customer experience. However, often those tools are prohibitively expensive and contact centers are seeking cost effective solutions that require little maintenance and management on their end to deliver those efficiencies.
The KnoahSoft Harmony Cloud is now generally available and sophisticated workforce optimization (WFO) capabilities at a low price point. Delivered as a SaaS application, the offering gives contact centers the tools needed to improve productivity and efficiency and is priced as low as $20 per agent per month. The solution provides quality management, speech analytics, call recording, coaching and learning and a host of other features to improve the overall experience for both customers and agents.
KnohSoft manages all hardware and software maintenance and support and contact centers benefit from automatic updates and enhancements via browser. The company is using Microsoft Azure as its cloud infrastructure platform, offering security, reliability and an option to separate data by geography to conform to local laws and regulations.
DMG Consulting predicts the contact center WFO market will grow by nine percent this year, and 10 percent in 2015 and 2016. The growth will be fueled by companies migrating to cloud solutions like KnoahSoft’s, along with back office applications. Other factors impacting growth include the need to improve the customer journey and experience, the prevalence of big data and the need for analytics and storage, multi-channel and omni-channel delivery environments and the growing role of social media in customer care.
“We designed KnoahSoft Harmony Cloud to deliver what every small, medium and enterprise contact center wants — exceptional functionality that doesn’t hurt their pocketbooks and a quick return on investment,” said Ralph Barletta, president and co-founder of KnoahSoft. “Contact center and IT executives alike love this solution because it provides the operational improvements they want in a safe, reliable package they need.”