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.
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”
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
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
Give it to them…
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 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.
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.
Give your customers 24/7 self-serve assistance with intelligent automation
Workforce management (scheduling, forecasting, etc.) and quality management (call/screen recording, surveys & evaluations, etc.)
Integrations & Apps
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Aligned with Industry
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.
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Contact Center Articles
Genesys and Cerium Networks have formed a strategic partnership to offer cloud-based contact center solutions that deliver seamless omnichannel customer journeys that build lasting customer relationships. As organizations continue accelerating the adoption of hybrid...
A big lesson learned from 2020 is the value cloud-based platforms offer for quickly adapting to disruptive changes. When the pandemic hit, organizations with cloud contact centers were able to adopt flexible work policies practically overnight and continue delivering...
Evaluating architecture choice, the role of your organizations digital strategy in your customer journey, and how solutions are configured to align with desired business outcomes is key now, more than ever. Download the Slides Here > In this Cisco-focused webinar,...
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