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Contact Center Solutions

Delight Your Customers,
Inspire Your Team

Make experiences effortless, seamless, and context-driven— personalized across all touchpoints for customers and the employees who serve them.

cerium-customer

Your Customers

The most memorable experiences come from making an effort to be closer to those that interact with your organization and making them feel that every interaction is tailored just to them.

  • Drive higher first contact resolutions
  • Provide meaningful, omnichannel experiences
  • Offer consistent levels of service
  • Proactively communicate to achieve results
  • Make every interaction count
    Increase satisfaction and loyalty
  • Empower customers to “help themselves”

 

cerium-employee

Your Team

Engaged, empowered employees in your contact center have a direct and positive impact on the customer experience.

  • Attract and keep your ideal workforce
  • Accelerate training & user-adoption
  • Unify your team
  • Cultivate high-performing agents
  • Support remote working
  • Ensure work-life balance
  • Relieve agents of repetitive tasks
  • Equip agents with insightful customer data

Customer Experience
at Cerium

We believe that as your vendor partner, the experience you receive from Cerium is equally as important as the experience you want to provide your customers.

Our Approach

Our approach is to understand your organization, your business goals, and your desired journey across all touchpoints, so we can design and deploy the best solution(s) to help deliver and manage that exceptional experience.

Our Expertise

Drawing on over three decades of experience designing, implementing, integrating, and optimizing contact centers for organizations, you will get the best and broadest customer and employee experience capabilities — and a partner who is with you all the way.

Give Your Customers
Everything They Expect

Artificial Intelligence

With an AI-powered contact center, employees and customers can leverage the latest in AI and machine learning to achieve exactly what is needed in the moment.

Omnichannel

Today’s consumer wants to connect using voice, chat, email, text, social, and self-service options. Provide a seamless experience across all devices and touchpoints.

Workforce Optimization

Workforce management (scheduling, forecasting, etc.) and quality management (call/screen recording, surveys & evaluations, etc.).

Chat

Chat with prospects and customers for personal, real-time interactions.

Reporting & Analytics

Visibility across all channels to ensure operation at peak performance and make data-driven business decisions.

User Adoption

Ensure a smooth transition and a quicker return on your investment with innovative user adoption strategies.

Integrations & Apps

Extend your contact center tech stack — from CRM integrations to fresh ways to use artificial intelligence and automation.

Self-Service/Bots

Give your customers 24/7 self-serve assistance with intelligent automation.

Contact Center Assessments

Cerium contact center assessments uncover new opportunities for revenue, reveal inefficiencies, and remove friction from your customer experience.

Contact Center Assessments:

  • Contact Center Customer Experience Assessment
  • Contact Center Planning Engagement
  • Multi-Channel Contact Center Strategy Development
  • Operation Performance Assessment
  • Standard Assessment
  • Rapid Business Assessment
  • Metrics Assessment
  • Workforce Management Assessment
  • Quality Management Program Assessment
  • Call Routing Optimization
  • Call Routing Tune-Up

Set your agents up for success and transform your customer experience.

Cerium’s experience Contact Center assessments provide you with a 360-degree view into the strengths and weaknesses of your contact center. They offer practical recommendations for realizing short-term gains, as well as implementing best practices that ensure your contact center’s success over the long haul. Cerium has a wide range of assessment options that produce measurable results. We offer standard assessments as well as customized consulting engagements, tailored to meet your organization’s specific requirements.

Announcing our
Partnership with Genesys

Delight your customers, inspire your team, and offer personalization on every channel, anywhere, anytime, with Cerium & Genesys.

Aligned with
Industry-leading Manufacturers

Choose the flexible deployment model that meets your business needs, whether it’s 100% as-a-service, a hybrid approach, or an on-premises solution.

A leader for omnichannel customer experience & contact center solutions

cisco partner

Become a high-performing, agile contact center focused on the customer experience

Avaya Edge Diamond.

A Leader in Contact Center, Unified Communications & Cloud Business Solutions.

Calabrio

Workforce Optimization Suite

verint logo

A Global Leader in Actionable Intelligence

Other Contact Center Resources

Connect with a Cerium Contact Center Expert!

 
 
 
 
 
 
 
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For Emergency Support call: (877) 423-7486
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