In 2015, Deloitte conducted a global contact center survey in which 85% of the respondents believed that a significant competitive differentiator is the customer experience delivered through contact centers. Over half of the organizations surveyed also answered that the use of a contact center solution plays a key factor in customer retention.
If these findings tell us anything, it’s that contact centers now more than ever need access to the best tools in order for them to deliver quality service to customers. Jive, one of the leading provider of enterprise-grade hosted communications, understands this need, and has developed a tool to give organizations the competitive edge they need: Jive Contact Center.
Increasing Efficiencies in Contact Centers
Launched in November 2016, Jive Contact Center is a cloud-based solution that offers an impressive range of contact center features and valuable real-time reports, all at an affordable cost. The new solution can also fully integrate with the company’s hosted PBX service, Jive Voice, too.
Mike Sharp, Co-founder and Chief Product Officer at Jive, says the features offered by the company's contact center solution enable better management of call queues and incoming customer calls. It also includes standout features such as real-time wallboards, historical agent reports, and access to valuable contact-resolution reports designed to improve business practices.
With real-time queue reports, an organization can easily track the active talk time of agents as well as see current calls in queue to improve customer experience. Agent summary reports, meanwhile, make it easy for managers to see detailed agent reports, which then help to improve accountability within the organization. “These simple metrics help businesses create focused, transparent goals so they can capitalize on sales calls and provide exceptional customer service. Too many businesses miss out on these features due to the high costs associated with traditional contact center systems,” Sharp said.
Why Choose Jive Contact Center
With so many contact center software and solutions available today, what makes Jive’s contact center solution a better choice over competitors in the same market? According to Sharp, aside from their excellent range of features that help provide a better brand experience for companies, it is their simple and affordable pricing that sets them apart from competitors.
“With an affordable per-account pricing model, businesses with traditional or nontraditional call centers have access to valuable real-time analytics and contact-resolution reporting designed to increase staff productivity and improve customer experiences,” Sharp explained. Their contact center service starts as low as $99.95 per account per month, making it suitable for small businesses that need the sophisticated functionalities of an intelligent contact center without breaking the bank.
The company also understands that the Jive Contact Center solution might not meet the needs of all businesses. Therefore, they offer Jive Contact Center Pro, an enterprise-grade call center solution, aimed at larger enterprises who have more complex needs. Powered by inContact, Jive Contact Center Pro is a scalable and powerful solution that comes with outbound dialer, advanced and customizable reporting, and options for omnichannel integrations. In addition, the Pro version also includes skills-based routing, Automatic Speech Recognition (ASR), Text-to-Speech (TTS), and speech analytics.
To learn more about Jive’s contact center solutions and how they can help enhance contact center performance, please visit their website. Additionally, Jive backs its service with a 30-day money back guarantee so businesses can enjoy the enhanced features, simplified management tools, and immense cost savings of a cloud solution.
Jive Communications is a trusted provider of enterprise-grade hosted VoIP and Unified Communications (UC) solutions. Since 2006, Jive has been helping organizations communicate better and streamline their office phone systems through their voice, video, mobile applications, and contact center products, which all run on Jive Cloud, a proprietary, cloud-based platform. Thousands of customers trust in Jive to deliver reliable, scalable, and powerful cloud communications solutions, including Lucid Software, Panasonic, Ford, and more.