Astound's biz unit connects with Intermedia on cloud contact centerAstound's biz unit connects with Intermedia on cloud contact center
Astound Business has teamed with Intermedia Cloud Communications on a cloud-powered contact center that features AI tech. #pressrelease
June 21, 2023
PRINCETON, N.J. & SUNNYVALE, Calif. – Astound Broadband, the 6th-largest U.S. Cable provider, and Intermedia Cloud Communications, a leading provider of intelligent cloud communications and collaboration solutions to businesses and the partners that serve them, today announced the introduction of Cloud Contact Center, a cloud-based intelligent contact center solution developed by Intermedia.
Available through Astound Business Solutions, Cloud Contact Center is designed for businesses of all sizes and industries, ranging from small and medium-sized businesses (SMB) to large enterprise organizations that need to efficiently manage, track and improve their customer interactions. As customer experience evolves beyond traditional landlines into more convenient means of communication such as mobile, email, text messaging, webchat and social media, Cloud Contact Center allows for the seamless integration of these communication modes into a true omnichannel experience. Cloud Contact Center also uses a combination of AI, workflow automation, virtual agents, intelligent call routing, integrations, reporting and employee collaboration tools to help businesses reduce costs and improve the customer experience, all without the need to add additional resources.
Cloud Contact Center delivers superior, responsive customer care from any location. Top features and benefits include:
A true omnichannel experience which allows businesses and customers to interact via voice, webchat, email, WhatsApp and SMS
Excellent service quality with real-time performance dashboards and advanced historical reporting
Support for multiple locations and remote frontline users - which is typically deployable in days, not weeks
Intelligent routing and advanced queue handling based on agent skill sets, customer priority, statuses and more
AI-powered Interaction Insights including AI Transcriptions, AI Sentiment Analysis, AI Interaction Summary and AI Evaluator which allow support representatives to be more productive and make more informed decisions
Custom CRM and WFM integrations (e.g., Dynamics, Salesforce, Zendesk, Slack)
"Cloud Contact Center allows Astound to provide a best-in-class collaborative customer support solution that is an exceptional user experience for both businesses and their customers," said Patrick Knorr, Chief Commercial Officer for Astound Business Solutions. "Intermedia has a strong track record of helping businesses connect better, which aligns with our own emphasis on ensuring that businesses of all sizes have the ability to work as efficiently as possible."
"In today's economy, now is the best time to invest in solutions that create great customer experiences," said Jonathan McCormick, COO for Intermedia. "Happy customers are more likely to buy again and cost less than finding new customers. That's why we're partnering with Astound Broadband to provide businesses with a versatile, reliable, secure, and cost-effective cloud-based solution to help them deliver more informed, responsive, and personalized customer experiences."
Read the full press release here.
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