FRISCO, TX (June 30, 2020) – Magna5, a national provider of managed IT, voice and connectivity services, announced today the rollout of a cloud-based Contact Center-as-a-Service (CCaaS) solution to help organizations deliver a consistent and personalized omnichannel customer experience.
Today’s callers weigh the level of customer experience against three basic pillars: immediate response, omnichannel engagement and consistent customer service. Magna5’s CCaaS solution brings together a broad suite of features for fast, intuitive interactions that make it easy for contact centers to enhance the experience – for both the customer and the employees managing the relationship.
For agents, CCaaS capabilities such as skills-based routing can route conversations to the most qualified agent for quick, one-call resolution. Automatic call distributor (ACD) and advanced interactive voice response (IVR) help direct call queries to be resolved through self-service without a live agent. Omnichannel communications enable agents to proactively navigate across multiple touch points, including proactively communicating with callers through phone and live chat as well as dynamic SMS and email notifications.
For contact center supervisors, CCaaS can help drive adaptive management to improve customer service and boost agent performance. Real-time dashboards powered by in-depth analytics aid supervisors in monitoring the number of calls, wait times and the number of people in queues. In addition, live monitoring allows supervisors to assist agents in improving customer interactions and ensuring quality of service is being met in real time.
“Contact centers are under tremendous pressure today to improve customer loyalty and the overall customer experience,” said Randy Russell, Magna5’s SVP Service Delivery and Support.“ Our cloud-based Contact Center-as-a-Service allows organizations to ramp up quickly with the latest technical capabilities that will improve efficiency and agent productivity for a better customer experience.”
The solution is centrally managed by Magna5 to ensure reliable network performance and uptime around the clock. Magna5 supports agents working remotely or at multiple site locations with fast deployment, scaling and easy integration with existing customer relationship management applications.
Magna5, a NewSpring Holdings portfolio company, provides managed IT, voice and connectivity solutions to mid-market and enterprise customers nationwide, including leaders within the education, healthcare, government, financial services and other industry segments. Headquartered in Frisco, TX, Magna5 operates nationally and has office locations in Pittsburgh; San Antonio; Seattle; and Troy, NY. Magna5 is a platform company of NewSpring Holdings.
For more information, visit www.magna5global.com.
CONTACT: Ryan Burns | Magna5 | 844-462-4625