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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.

Real-time Conversations Video Shopping
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.

Role based benefits

Marketer

What if you could launch campaigns instantly across 150 countries in 40 languages - driving conversions with personalized experiences powered by real-time data and insights?

  • Easily coordinate global campaigns across teams via one central interface
  • Use powerful translation workflows to stay on top of localization needs
  • Integrate AI driven hyper-personalization and dynamic content to optimize in real-time
  • Boost conversions with dynamic, guided experiences like video shopping, chatbots, and live chat

Director eCommerce

What if you could convert 50% or more of your website visitors into paying, repeat customers?

  • Move into high-velocity marketing to react immediately to trends
  • Orchestrate multi-experiences that merge content and commerce
  • Ensure brand consistency across all touchpoints with less manual work

Editor

What if you could reduce your time-to-web for new content from weeks to hours or even minutes with the help of AI?

  • Create, optimize and translate content faster with AI
  • Launch your new site on CoreMedia Content Cloud in just 8 weeks
  • Create regionalized campaigns in hours instead of weeks
  • Make and publish changes instantly - no need to wait for overnight replication

Developer

What if you could quickly connect your content platform to over 150 of the world's leading third party apps?

  • Connect to all leading eCommerce and Marketing platforms
  • One centralized UI for streamlined collaboration between teams
  • Easily integrate additional third-party apps with our Hubs API

Call Center Manager

What if your agents could effortlessly manage every customer interaction - voice, video, chat, and social - with real-time insights right at their fingertips?

  • Handle customer interactions from multiple channels through a single, user-friendly interface
  • Leverage advanced AI for real-time sentiment analysis and proactive engagement
  • Prioritize high-value contacts, routing them to the best available agents for a tailored experience
  • Enhance customer journeys with dynamic conversational tools like video calls, chatbots, and live chat, delivering the right support at the right time

Our team of experts are your team of experts

Get to know CoreMedia with a personal introduction from an expert.

What you’ll get

  • Explore key features relevant to you
  • See how businesses like yours have grown with CoreMedia
  • Guidance on changing platforms like a pro
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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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Omnichannel Engagement
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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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 DXP is a big decision, and we’re here to help. Whether you're looking for a new CMS or want to enhance your website with engagement tools to boost conversions, we'll consult you to realize your digital ambitions.

 

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