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CoreMedia Cloud Contact Center

Transform your sales and customer support with engaging conversational experiences. 

Designed for speed and optimal performance in sales, marketing and customer support, the CoreMedia Cloud Contact Center seamlessly blends web and contact center experiences. Handle all customer interactions, from video shopping, chatbot, live chat and more, in one platform. 

Integrated within the Engagement Cloud, CoreMedia’s Cloud Contact Center provides essential tools for businesses wanting to elevate their customer engagement efforts. Guide customers through their buying journey with automated and human conversational experiences across channels, and turn centralize customer data into actionable insights.  Prioritize contacts and let high-value customers talk to real people, keeping control over experience levels. 

 

CoreMedia’s Cloud Contact Center not only unlocks new business opportunities but also enhances the customer experience, optimizes agent efficiency, and improves overall ROI.

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Features

Click2Call, Inbound & Outbound Calls

Handle inbound and outbound calls in a single interface and allow customers to request a free call with an immediate connection, enabling you to reach leads while they are still hot. 

Contact Analytics & Attribution

Gain insights into interactions and customer journeys from multiple channels and connect it with web data for a comprehensive view from the visit's origin to contact center, for a better understanding of the effectiveness of each channel. 

Call Management

Manage all calls in one place by using IVR, Voicemail Detection, Call Recording and Redirect features.

Customer Interaction & Collaboration

Support contact center agents and customers with Cobrowsing, Filesharing, Screensharing, Conference Room functionalities.

Team Collaboration Tools

Allow contact center agents to better collaborate, establish connections, and improve their performance using Team Chat, Contact Center Campaigns and Gamification. 

Call Transcription & AI Contact Classification

Automatically turn voice into text with Call Transcription and leverage generated transcriptions to scale contact classification.

Watch a demo of Cloud Contact Center

Benefits

Integration of all the voice, text and video touchpoints you need, such as Click2Call, Live Chat, Chatbot, Video Call, and many more.

Manage customer data, automate processes, and efficiently handle contacts across all channels, from Chatbots to Live chat, Video Call and more.

Boost efficiency with automated Call Transcription and Analysis, Virtual Assistants, Predictive Analytics and Attribution, built to scale your business.

Access real-time analytics and reporting tools, to track customer interactions and contact center activity, and identify key areas for improvement.

Empower both your customers and contact center agents with intuitive collaboration tools, such as Co-browsing, Filesharing, screensharing and more, to create the best possible experience and improve performance. 

We seamlessly integrate with external entities or platforms, without having to replace your existing tools.

Why do you need a Cloud Contact Center solution?

It boosts digital and offline sales by providing a seamless and unified customer journey, along with effective and efficient support.

What is a Cloud Contact Center?

A Cloud Contact Center is a centralized communication hub hosted in the cloud, specifically designed to handle and manage all customer communications for a business, both outbound and inbound. This solution is equipped with a diverse set of cloud-based tools, empowering agents to interact with customers across various channels, including phone calls, email, live chat, social media, and more.

How does a Cloud Contact Center work?

The infrastructure of a Cloud Contact Center is hosted in the cloud, and agents access it via the internet, where all customer communications are processed and managed through web-based interfaces. Intelligent algorithms prioritize these interactions based on factors such as agent availability, training, or interaction type, before routing them to the agents. Then, using various resources within the software, agents effectively address customer issues.   

Moreover, Cloud Contact Centers utilize Voice over Internet Protocol (VoIP), eliminating the need for installing and maintaining telecom hardware. With processes occurring on the internet and resources always available, customer support can be provided from anywhere in the world, ensuring consistent accessibility and efficient service delivery from remote teams.

Cloud Contact Center vs Traditional Contact Center

Cloud-based contact center solutions offer enhanced scalability and flexibility, enabling businesses to easily adjust operations in response to changing needs and peak seasons, without the complexities of updating licenses and hardware. Additionally, reduced deployment times and adaptability to remote teams make cloud solutions a more practical choice in the current business landscape.

Managed by third-party providers, Cloud Contact Centers provide lower costs and operational simplicity, eliminating the burden of handling hardware and software updates and maintenance. This allows businesses to focus on core tasks and enhance processes. Lastly, the reliability of cloud-based systems is ensured through redundant infrastructures, disaster recovery mechanisms, and expert management. Coupled with robust security measures, this positions cloud contact centers as more secure and efficient for businesses seeking agility and cost-effectiveness, compared to on-premise contact center solutions. 

How to choose the right Cloud Contact Center solution for your business:

Assess business requirements

Begin by assessing specific business needs and goals, considering factors such as the size of the organization, expected call volume, and existing communication channels. With these considerations in mind, it becomes easier to determine the required level of scalability and flexibility to accommodate future growth. Identify the necessary features and integrations that align with business and industry requirements.

Evaluate features and functionalities

Search for Cloud Contact Center solutions that provide a comprehensive suite of features, focusing on core capabilities such as interactive voice response (IVR), multichannel support, and contact analytics tools. Consider the potential integrations with other business systems or platforms in place (e.g., CRM). Additionally, evaluate the availability of advanced features, such as AI-powered conversational tools and speech analytics, to enhance the customer experience and align with specific operational needs.

Consider reliability, security and support

Make sure the solution offers a highly available and redundant infrastructure, reducing the risk of downtime and its impact on business. Evaluate security measures, such as data encryption, access controls, and compliance with industry regulations. Additionally, opt for business providers with a proven track record of excellent customer service and proactive monitoring to address any issues promptly.

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What you’ll get

  • Explore key features relevant to you
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  • Guidance on changing platforms like a pro
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Smart Content Management Dynamic Content
Smart content management

Surprise and delight customers with iconic content everywhere, all the time.

  • Preview in-context before publishing
  • Unlock the power of your teams with workflow and scheduling
  • Keep it compliant with built-in DAM
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Personalized Experiences
Personalized experiences

Nurture customers with personalized experiences at every opportunity.

  • Omnichannel customer targeting
  • Link customer data platforms to leverage audience insight
  • Integrate artificial intelligence driven hyper-personalization
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Real-time Conversations Omnichannel
Real-time conversations

Convert visitors into buyers with conversational experiences, contextual content and a human touch.

  • Guide customers through their buying journey using video shopping, chatbot, live chat and more 
  • Manage all calls and gain insights into interactions from web to contact center
  • Prioritize contacts and let high-value users talk to real people, to maximize ROI
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Inspirational Commerce Guided Selling
Inspirational commerce

Grow your business by connecting the buying journey and converting sales.

  • Built-in connectors for Salesforce, SAP, HCL, Elastic Path, Spryker and more
  • Integrate live product feeds at a global scale
  • Turn rich media into one click shoppable content 
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Elevate your digital experiences.

Choosing a CMS is a big decision. We’re here to help. Leave your details for a personalized consultation on how CoreMedia can tame the complex and help you realize your digital ambitions.

 

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How digitally evolved are you?

Evolution is adaptation to change. Will you survive?

Keeping up in a fast-paced digital world can be a struggle. Whether your business is still stuck in prehistoric times, or already fully-evolved, finding out where you fall on the Digital Evolution Model will help you stay competitive.

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Digital channels

Do you have a well-coordinated, multi-channel presence?

Yes, our content is everywhere all the time! Some is and some isn't. No, our content and data is all over the place.

Content teams

Are your content teams aligned, working together across departments and countries?

Yeah, we're like a well oiled machine! Kind of, but we still waste a lot of effort. No, the left hand doesn't know what the right is doing.

Data tools

Are your content, commerce and customer data tools integrated into a single toolkit?

Yes, we've got everything we need in a single software tool! Not really, we use multiple tools but they're not integrated. Defnitely not, our systems don't talk to each other at all.

Asset management

Is your brand content, product info and customer data all stored in one secure, globally accessible place?

Yes, we've got tight control of all our content and data. Some is and some isn't. No, our content and data is all over the place.

eCommerce

Can you merge brand content with commerce?

Yes, we seamlessly integrate ecommerce with our rich media content. We have commerce and rich content on the same sites, but they're not really integrated. No, our storefronts are completely separate.

Omnichannel marketing

Are your customer experiences seamless across desktop, mobile, apps and all other channels?

Yes, we are everywhere our customers need us to be! We have a good spread of channels, but not exhaustive. No, we focus mainly on desktop websites.

Campaigns

Can you update campaign content and product info across all your sites in minutes?

Yes, we can update our whole web estate at the touch of a button. It's ok, but could be faster. No, it takes an age to update all our sites.

Global control

Do you have global control of your content, with the flexibility to cater for local differences?

Yes, we can localize all day long without compromising global standards. Some control, but could be better. No, our content standards vary with no global oversight.

Personalized content

Can you personalize content so that your customers feel your sites are created just for them?

Yes, our content has the personal touch! Some personalization, but room for improvement. No. What's personalization?

Artificial Intelligence

Are you tapping into the power of artificial intelligence to turbo charge your customer experiences?

Yes, we're right at the leading edge of AI driven personalization! Not quite, but we're making plans. No, we don't trust robots!

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Stage 1: Fragmented: Multiple Channels

You’re a digital dinosaur!

You have a beautiful website, but with fragmented digital experiences, you run the risk of extinction.

It’s time to evolve.

Your audiences want a seamless experience, no matter what's happening behind the scenes. When your experience is different or difficult, it’s important to start with the basics, such as cultivating a holistic approach to online digital experiences. Realign your teams, platforms, processes, goals, and metrics around a comprehensive view of the online experience. Focus on the end-to-end customer journey cutting across channels, desktop and mobile.

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Stage 2: Integrated: Multiple channels

You’re a fish!

Signs of exciting life are starting to form. Your DX is responsive and adaptive but it’s not quite personalized yet.

Keep swimming!

The integration of your brand content across every touchpoint (website, online store, social media, emails, apps, point of sale) creates immersive experiences. These flagship sites combine content-rich brand experiences with immediate conversion capabilities. Business teams and marketing are closely aligned. However, while the digital experience is responsive and adaptive, it’s not yet personalized.

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Stage 3: Instant: Global expansion

You’re a crocodile!

You’re taking it global. Speed and scalability are key and just like a crocodile, you’re fast…but you’re clumsy.

Oh snap!

In this stage, the online digital experience becomes completely dynamic. You need content that is global, yet relevant, with plenty of local insights: Who is the user? Are they using a mobile phone? Is it raining where they are? Is it snowing? If it is, maybe they need warm, waterproof boots. All of this contextualized information creates a better user experience. With one global orchestration, you’re able to adapt everything, in whatever country or language you choose – while keeping turnaround times low. So keep evolving.

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Stage 4: Dynamic: Real time personalization

You’re a lion!

You’re reaching more customers in more countries and languages than ever before, and now you’re finally hunting and collecting info with precision.

But you can do more to keep your brand roaring!

As you graduate to the Instant level, you’re able to rapidly update everything - not just in one language and for one country, but in 20 languages and for 100 countries. Speed and scalability are key, driven by the need to roll out global campaigns in all languages and all touchpoints and make updates in minutes or hours, not weeks. But there’s still more to do to reach nirvana.

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Stage 5: Immersive: Elevated experiences

You’re Captain Content!

You’ve done it! You have opposable thumbs AND you’re saving the world with your seamless, elevated customer experiences.

You're a superhero in the digital space.

Your digital world and your physical world are blending together in the most complementary way possible. When shoppers visit your store, they’ll be greeted with their pre-selected products. Language changes dynamically depending on country of origin – it's like the whole store was set up just for your one specific customer.

In this final stage, your customer experience is truly immersive and superior, and your flagship store merges your physical and digital world into one, with a truly personalized individual experience.

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