Reseller Feature

The contact center has more value today than any other time. That is because interactions with voice, video, email, chat and social media generate large amounts of data organizations can use to improve the products and services they offer. Operators that integrate multi/omni channels capabilities are able to leverage these technologies to deliver better customer service and overall business improvement for the companies they serve. With the Cisco Unified Contact Center Enterprise (UCCE) Partners certification, Cincinnati Bell (News - Alert) Technology Solutions (CBTS) will now be able to deliver enterprise grade contact center services to its customers.

According to CBTS, enterprises are investing in customer contact centers for the very same reason mentioned previously. With the new certification from Cisco (News - Alert) and as a UCCE partner, the company will be able to deliver the technology infrastructure along with the applications needed to create the enterprise grade contact center ecosystem these large organizations demand.

Al Early, vice president of IT Solutions and Sales at CBTS, said, "As a Cisco UCCE Partner, we can provide enterprise customers a range of innovative solutions for their contact centers. This certification – when combined with our existing deep expertise in other applications – further differentiates CBTS in the market."

One of the key features in today's contact centers is providing an engaging service experience where customers are able to interact on multiple platforms. As Early commented, "They [enterprises] recognize that a great contact center experience strengthens their brands, and ultimately adds value to their businesses."

As a partner CBTS will be able to capitalize on Cisco’s UCCE solutions to deploy diverse contact center models to address the needs of industries in different sectors. This includes providing cloud and premises-based solutions and managed services in single or multiple locations.

The CBTS cloud-based call center platform delivers all of the new generation solutions for today's enterprises. As a virtual call center, it can connect to users anytime and anywhere with on demand service that can be deployed in days without having to install or integrate equipment. And unlike premises based solutions, it doesn't require up-front capital for hardware, software, and platform integration, but it can scale to support environments of all sizes, growth and changes.

All of these features will be enhanced by Cisco's Unified Contact Center Enterprise, which delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI (News - Alert)) and multichannel contact management over an IP infrastructure.

The certification of CBTS by Cisco is a win/win for both companies, as it will introduce enterprise customers to the solutions both companies provide under one umbrella.