Contact Center Software Solutions
Deliver Exceptional Experiences
Delight Your Customers,
Inspire Your Team
Make experiences always effortless, seamless, and context-driven—
personalized across all touchpoints for customers and the employees who serve them.
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 loyalty
- Empower customers to “help themselves”
Your Team
Engaged, empowered employees in your contact center have a direct and positive impact on your customer experience.
- Attract and keep your ideal workforce
- Accelerate training & user-adoption
- Unify your team
- Cultivate high performing agents
- Support remote working
- Meet the needs of the next-gen
- Ensure work-life balance
- Relieve agents of competitive tasks
- Equip agents with insightful customer data
YOUR Experience
With Cerium
In the contact center, it’s your job to provide the best customer experience possible. Cerium believes that as your vendor partner, we should do the same for you. We understand that your experience is equally as important as the experience you want to provide your customers.
Our approach is to understand your organization, your business goals, and your desired journey experience across all touchpoints, so we can design and deploy the best solution(s) to help deliver and manage that exceptional experience.
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.
- Contact center assessments that get measurable results optimizing performance, improving customer satisfaction, increasing operational efficiency, or generating more revenue.
- End-to-end contact center designs and implementations that improve both customer and agent experiences while reducing operational costs
- Experts at integrating business and analytics applications into contact center workflows to deliver smarter and more efficient experiences
- Innovative user adoption strategies that ensure a smooth transition and a quicker return on your investment
- Enable agents and supervisors to hit the ground running with targeted training
- Proactive monitoring and maintaining … that frees up your IT team to focus on more strategic initiatives
- Responsive 24/7/365 support to minimizes downtime and provides the utmost in reliability and performance from your contact center solution
Your Customers
Expect Everything
Give it to them…
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.
Chat
Chat with prospects and customers for personal, real-time interactions.
Integrations & Apps
Extend your contact center tech stack — from CRM integrations to fresh ways to use artificial intelligence and automation. Cerium gives you choices for the deep connections and workflows you need for great experiences and empowered agents.
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.
Reporting & Analytics
Visibility across all channels to ensure operation at peak performance and make data-driven business decisions.
Self-Service/Bots
Give your customers 24/7 self-serve assistance with intelligent automation.
Workforce Optimization
Workforce management (scheduling, forecasting, etc.) and quality management (call/screen recording, surveys & evaluations, etc.)
Integrations & Apps
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.
Become a high-performing, agile contact center focused on the customer experience.
A Leader in Contact Center, Unified Communications & Cloud Business Solutions.
Workforce Optimization Suite
A Global Leader in Actionable Intelligence.
Contact Center Articles
Voice Biometric Authentication for Contact Centers
Ground-breaking advancements in AI have made voice biometrics the fastest-growing technology for modern contact centers.
Contact Center Myth Busters
Welcome to the third season of Cerium’s Myth Busters with a focus on the Contact
Contact Center Channel of Choice
Meet your customers where they want to be met, or lose their business I recently
Whether your contact center is following the short-term WFH mandate or part of a longer-term strategy, now is the time to get serious about how to optimize your customer service operations to meet or exceed the customer experience and productivity that you recently delivered from an office setting.
Explore How Cerium Networks can help your contact center support a growing remote and flexible Dynamic Workforce.
