IntelePeer Boosts Contact Center CX Capabilities

Today’s customers are more demanding than ever. With a global pandemic and shutdowns still looming, the need for even better experiences when interacting with a business is more significant than ever. Advanced interaction capabilities like touchless communications, conversational AI, and intelligent routing are just some of the emerging trends.

To help contact centers keep up with these demands, CPaaS provider IntelePeer (News - Alert) has launched a new offering that makes it easy to add cloud-delivered CX applications to existing contact center environments.

The new offering, Atmosphere CPaaS Connectors, makes it possible to easily add applications like omni-channel automation, artificial intelligence (AI), and analytics to both on-premises and hybrid contact centers. Utilizing the cloud alleviates the costly and time-consuming task of adding new customer experience capabilities to on-premise offerings in the past and makes better customer and agent experiences possible without overhauling the entire system.

Atmosphere CPaaS added as an over-the-top solution means businesses can respond to the increasing demands placed on the contact center during COVID-19 and quickly innovate or scale as needed.

According to recent findings from a study IntelePeer conducted, most larger enterprises are still using on-premises contact center solutions because they want to maintain absolute control over security and customizations. Yet, they are looking to the cloud to achieve necessary innovations and quickly scale as demands increase.

With Atmosphere CPaaS, companies can use voice, SMS, and social messaging to communicate with their customers. They can also take advantage of AI-enabled automation and other communications routing tools. Access to on-demand analytics is also provided to enable actionable intelligence.

“Up until now it has been difficult and time consuming for on-premise and hybrid contact centers to deploy new customer experiences,” said Robert Galop (News - Alert), CMO at IntelePeer. “With Atmosphere CPaaS Connectors, we’ve extended the latest cloud innovations to these contact centers, enabling them to be more agile, scalable, and innovative for their customers.”

Edited by Maurice Nagle