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Managing seasonal peaks, staff shortages or looking to ensure business continuity in your contact centre?

The contact center industry is embracing the cloud, to various degrees. Frustration with premise-based equipment, the desire to be more flexible, fast implementation times, fewer IT headaches and lower costs are all drivers for the cloud.

For smaller companies, it’s about being able to run a multichannel, feature-rich operation without a huge layout of capital. For larger contact centers, it’s about the ease of integration.

Sensiple’s Cloud Contact Center solution runs on a unique platform. It allows companies to easily add part-time, temporary or seasonal agents to their existing contact center, giving them ultimate flexibility in how they run their centers.

Not all contact centers have gone 100% cloud; many are choosing just to keep a few applications in the cloud- Customer relationship management, calling recordings.

Our Cloud Contact Center solution includes:

  1. Contact Routing: ACD; IVR; CTI integrations with CRM; email; chat; SMS; fax; and social media
  2. Self Service: speech recognition; Drag-and-drop GUI application development; pre-built applications; and prompt recording
  3. Proactive Contact: predictive outbound dialing; campaign management; and inbound blended dialing
  4. Workforce Optimization: hiring; scheduling; workforce management; voice & screen recording; quality monitoring; coaching; e-learning; and customer feedback (surveys)
  5. Channel and Enterprise Integration-connecting technology platforms and communication channels to deliver consistent customer experience
  6. CRM – designing and optimizing processes, workflows and knowledge management for end-to-end customer relationship and lifecycle management.

Key Highlights

  • Reduce upfront capital investments by leveraging our partnerships with industry leading cloud solutions
  • Fully redundant, disaster-proof, and reliable, with 100% uptime guarantee
  • Increase agent scalability – Assign agents quickly across cities and time zones to meet seasonal call volumes.
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Solutions Delivered

Developed and enhanced over 2,000 websites across domains

Designed and developed an official website for the mayor of a major city in the USA

Supported enterprise-level Lab Management System for a Fortune 500 Healthcare major

Established a Loan Processing System for a major bank

Developed a Real Time Trading Platform for a trading company

Provided Data Feed management services to a major Hedge fund firm with 24/7 support

Provided Application Deployment and monitoring support to a major Telecom company

Profitably implementing ITSM for a global Language Interpretation company

For the study of patients discharged from hospitals, designed HIPAA compliant Enterprise App & its Mobile version

Use of our IVR system to service high call volumes for an Airlines company, reduced cost and improved the traveler's experience

For a service center - Integrated voice authentication service with Genesys Agent Desktop

Built a test automation tool called “SWIFTest” for Functional Automation Testing

Working on a test framework for Functional Automation Testing

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