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
- 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
- Interactive Voice Response (IVR)
- Self Service Applications
- Multichannel Proactive Notifications
- BOT Interactions
- Artificial Intelligence (AI)
- 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
- 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
Technology Discovery & Mapping Services
Strategic Planning Services for Deployments, Upgrades, & Migrations
Deployment & configuration services
Integration with 3rd party applications
Customized agent desktops, supervisor dashboards, & historical reports
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.
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.
Use a Planning Engagement to:
- Leverage Cerium expertise to develop Deployment, Upgrade, and Migration plans tailored for your environment, workforce needs, and business requirements.
- Identify which technologies and services will fit best in your environment through in-depth technology planning sessions.
- Extend your internal expertise and incorporate Cerium’s proven best practices to help eliminate risks and reduce deployment costs.
- Demonstrate the value of your custom deployment plan and solution with a plan-reinforcing proof of concept or pilot.
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.