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Contact Center

Customer Journeys with Positive Impact

Delivering high-quality customer service experiences that align with your business goals and your customer’ expectations can be a challenge. However, empowered with the right tools, your contact center agents can help build strong brand loyalty, differentiate your products and services, and boost both client and employee satisfaction.

More than just a Simple Integrator

Cerium blends industry-leading contact center technology with our proven engagement methodology to offer solutions that create a positive customer journey while providing you with the analytical information required to make proactive decisions. From extensive discovery and planning to ongoing operational services designed to optimize your contact center investments, Cerium can guide you through your customer experience transformation.

Contact Center Technologies

We partner with the industry leading manufacturer for both premise-based as well as cloud solutions ensuring we have a portfolio of solutions to align with your business needs

Agent-Based Interactions
  • Automatic Call Distribution (ACD)
  • Omni Channel/Multi Channel
  • Agent Desktop/Remote Agents
  • Computer Telephone Integration (CTI)
  • Preview/Power/Predictive Dialer
  • Inbound/Outbound Blending
  • Context/Analytics Based Routing
  • Call Back
Automated Interactions
  • Interactive Voice Response (IVR)
  • Self Service Applications
  • Multichannel Proactive Notifications
  • BOT Interactions
  • Artificial Intelligence (AI)
  • Surveys
Performance Management
  • Realtime and Historical Reporting
Workforce Optimization/Engagement (WFO/WE)
  • Call Recording
  • Quality Management (QM)
  • Speech/Text Analytics
  • Workforce Management (WFM)
  • Performance Management/Advanced Reporting
  • Voice of the Customer

Consult. Integrate. Operate. A Holistic Approach to CX

 

Cerium’s proven C-I-O approach ensures a contact center solution based on what matters most to your organization and your customers. We wrap each of our projects with contact center best practices – practices that only come from years of being in the trenches

  • Experienced consultants averaging 25+ years in the industry
  • Proven project frameworks tailored to each client’s needs and objectives
  • Keen strategic insights to drive business, operations, and technology plans
Consult Integrate Operate

Consult

Technology Discovery & Mapping Services

Strategic Planning Services for Deployments, Upgrades, & Migrations

Integrate

Deployment & configuration services

Integration with 3rd party applications

Customized agent desktops, supervisor dashboards, & historical reports

Operate

Training services for sgents, supervisors, & administrators

Optimization services to stay current with continually evolving customer expectations

Moves, Adds, Changes: Let Cerium help you maintain your contact center solution configuration.

Consult Integrate Operate

Contact Center Planning Engagement: Your Blueprint

State of the art contact centers offer more channels, higher levels of complexity, and greater strategic value to your organization – They also require higher levels of preparation and planning to reduce risks and drive maximum value. A Cerium Contact Center Planning Engagement can provide you with a strategic blueprint that defines the best possible solutions and processes while identifying the potential roadblocks and pitfalls for upgrading or replacing your current contact center solution.

We are grateful for this consultative relationship. I feel like we have a partnership with Cerium, and that we can have a discussion about changes, goals, needs.

 

—Director of Student Records and Running Start, Columbia Basin College

Talk with a Cerium Expert Today.

If you would like to better understand your options, timelines, and prospective costs, we’re offering a no-cost consultation with one of our experts. Give us a call to set up a consultation.

 

Call (844) 263-6880

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