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Enhanced customer engagement inside CoreMedia's Cloud Contact Center

Unlock new opportunities, optimize agent efficiency, and maximize ROI, all in a single customer experience platform.

CoreMedia’s Cloud Contact Center transforms sales and support with intelligent, personalized experiences that adapt to each customer. Deliver engaging conversations across channels in one unified platform that blends omnichannel content strategy with advanced automation.

From video shopping and chatbots to Live Chat and human interactions, our Cloud Contact Center centralizes engagement, ensuring consistent experiences across every channel.

Integrated content personalization within the Engagement Cloud elevates customer engagement by unifying customer data for actionable insights. Prioritize high-value contacts, seamlessly connecting them with real people for tailored experiences, while automation handles routine requests.

This approach to AI personalization marketing empowers teams to create meaningful interactions at scale, improving performance in sales, marketing, and customer support.

Real-time Conversations Video Shopping

CoreMedia Cloud Contact Center features for enhanced CX

Click-to-Call, Inbound & Outbound Calls

AI personalization enables handling inbound and outbound calls in a single interface. Allow customers to request a free call with immediate connection (Click-to-Call), enabling you to reach leads while they are still hot.

Contact Analytics & Attribution

Via our advanced content management software, your team can gain insights into interactions and customer journeys from multiple channels. 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

Content personalization manages all calls in one place. Use IVR, Voicemail Detection, Call Recording and Redirect features.

Customer Interaction & Collaboration

Personalized web experiences support contact center agents and customers. Include Cobrowsing, Filesharing, Screensharing, Conference Room functionalities.

Team Collaboration Tools

AI content personalization allows 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

AI driven personalization automatically turns voice into text with Call Transcription. Leverage generated transcriptions to scale contact classification.

Watch a demo of Cloud Contact Center

A digital experience platform with a difference: CoreMedia’s Cloud Contact Center Benefits

AI personalization marketing centralizes multiple channels. Integration of all the voice, text and video touchpoints you need, such as Click-to-Call, Live Chat, Chatbot, Video Call, and many more.

Dynamic content delivery offers 360º contact and call management. Manage customer data, automate processes, and efficiently handle contacts across all channels, from Chatbots to Live chat, Video Call and more.

Content delivery across channels boosts efficiency with automation and AI tools. Use automated Call Transcription and Analysis, Virtual Assistants, Predictive Analytics and Attribution, built to scale your business.

Customer experience platforms access real-time analytics and reporting tools. Track customer interactions and contact center activity, and identify key areas for improvement.

AI personalization empowers 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.

Omnichannel content strategy integrates with your current stack. We seamlessly integrate with external entities or platforms, without having to replace your existing tools.

Why do you need a Cloud Contact Center solution?

A Cloud Contact Center solution enhances customer experience platforms by streamlining sales and support. It delivers seamless, personalized interactions across channels, boosting engagement and efficiency.

Why do you need a Cloud Contact Center solution?

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.

Why do you need a Cloud Contact Center solution?

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.

Why do you need a Cloud Contact Center solution?

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

Content delivery across channels starts with evaluating your organization’s size, call volume, and communication channels. Identify scalability needs and required integrations, such as CRM or AI tools, to support growth. CoreMedia’s solution aligns with industry demands, offering flexibility for future expansion.

Evaluate features and functionalities

Choose customer experience platforms with comprehensive features like interactive voice response (IVR), multichannel support, and contact analytics. CoreMedia’s Cloud Contact Center integrates AI-powered tools, such as conversational bots and speech analytics, to enhance engagement and meet operational needs.

Consider reliability, security and support

Ensure the Cloud Contact Center offers a reliable, redundant infrastructure to minimize downtime. CoreMedia’s solution provides robust security with data encryption, access controls, and compliance, plus proactive support to address issues quickly, ensuring seamless operations.

CX Maturity: Where does your business stand?

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Are you just starting out or already leading the way? Take our quiz to pinpoint your company’s digital maturity and gain actionable insights to drive growth, stay ahead of the competition and deliver exceptional experiences.

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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 content strategy for CoreMedia Touchpoints with AI personalization

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.

 

CoreMedia Experience Platform

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