Waterfield Tech Launches CCaaS and CX Platform to Lower Costs for Call Centers

The use of cloud technology in contact centers is quickly evolving from a competitive differentiator to the industry standard. It has become a necessity for forward-thinking companies looking to deliver meaningful engagement, resolution and satisfaction for customers, which is something customers identify as critical to their buying decisions and loyalty.

For many smaller companies, the upfront costs of implementing a cloud solution, including resources, time and staffing, can be a barrier to unleashing the benefits of digital transformation. As cloud migrations increase and updates and new features for customer experience (CX) technology are continually rolled out, organizations need an iterative, agile solution that grows with them.

Boston-based customer engagement solutions provider Waterfield Tech announced the launch of Ascend, what it describes as a “first-of-its-kind subscription service that helps organizations lower their cloud migration cost while driving long-term customer experience (CX) and business value.” Ascend combines an organization’s choice of a contact center as a service (CCaaS) platform with a full end-to-end customer experience service layer in one, flat-rate subscription. With access to ongoing service and specialized support from Waterfield Tech and Ascend, organizations looking to invest in cloud technology can streamline the migration to the cloud and lower overall costs.

“As companies have embraced cloud CX technologies, too many have fallen short of realizing the full value of their investment because of archaic service engagement models,” said Owen B. Robinson, Vice President of CX Strategy at Waterfield Tech. “With Ascend, we are modernizing cloud CX services by providing a hassle-free subscription service that enables businesses to remain agile and responsive to their end customers while maximizing their cloud investment.”

Ascend helps organizations looking to optimize their CX management by:

? Managing costs through the consolidation of CCaaS and CX optimization efforts.

? Helping organizations complete a seamless CX transition to the cloud with access to a full team of migration experts.

? Leveraging omnichannel engagement through fully integrated channel support for voice, callback, chat, email, SMS and social.

? Elevating CX with unlimited remote training, unlimited single-day projects, and unlimited moves, adds and changes.

? Providing ongoing support through real-time monitoring and around-the-clock assistance.

? Proving value through quarterly business reviews illustrating quantifiable proof points to support cloud investments.

Edited by Greg Tavarez