Modern Contact Center Solutions

Modern Contact Centers

Not every customer service interaction is positive. In fact, many start with frustration or skepticism. But with the right technology and processes, your agents can meet your customers where they are, and give them an experience they will cherish and propagate.

Build your CX strategy today

Fuel Your Contact Center: AI, Automation & Agentforce

Our Approach

Customer Experience

According to research, customers are willing to pay 17% more on a company that provides exceptional customer service. You can be that company with the right technology.

Omni-channel: interact with customers on their preferred channel - voice, chat, email, text or web
Agent routing: match customers to the right agent at the right time. Whether your strategy is to route high-value customers to experienced agents or to route requests based on specific knowledge areas, a flexible AI-enabled classification and routing strategy can reduce wait times for customers.
Self-service: As delightful as your service agents might be, customers want their concerns addressed at a time that’s convenient to them. With self-service, you can empower customers to find answers by themselves.

Agents & Bots

Deflecting service requests through bots is not just cost-efficient, it is what customers want. Be available for them any time of the day or week.

Chatbots: Automate conversations with customers through natural language bots that can resolve service requests while your agents are offline.
Recommendations: Empower customers with article recommendations based on the issue at hand.
Data dips: With access to customer and transactional data, bots can provide specific information such as order status, and further automate workflows such as order cancellation.

Agent Productivity

Agents have to operate at hyperspeed and deal with hyper-sensitive customers. Put them in a position to succeed by enabling them with the right data and the right tools.

Customer 360: Give your agents a complete view of the customer so they can respond without having to swivel chair across systems
Recommendations: Prompt your agent with suitable, context replies via chat or email, and top it up with article recommendations that can help customers
Quick transfers: For complex service requests that change hands multiple times, enable new agents to quickly get up to speed with AI-driven case summarization
Workflow automation: Simplify downstream processes such as order updates, credit card locks, etc. with the click of a button.

Effective Supervision

Supervisors need to constantly make decisions for the here and now, as well as for the next peak cycle.

Real-time analytics: Monitor agent workload across channels in real-time to reassign agents and reduce wait times for customers
Agent support: Follow escalated conversations and whisper advice to your agents
SLA management: Track agent performance against SLAs such as average handle time, escalations and first contact resolution
Sentiment analysis: Understand customer satisfaction (or NPS) and make data-driven decisions for improving processes
Ever-expanding knowledgebase: Give your agents a way to contribute to your knowledge repository with easy summarization of unique scenarios for the future.

Comprehensive Contact Center Solutions

Service Cloud

Empower your agents with the world’s most powerful and popular CRM, enhancing productivity and customer satisfaction.

Digital Engagement

Offer customers support through chat, text, and social media messengers, ensuring seamless communication across all channels.

Service Cloud Voice

Provide voice-based customer support seamlessly integrated with other channels, enhancing the overall customer experience.

Amazon Connect

Utilize one of the most scalable digital telephony systems, powered by AI and built for maximum flexibility and reliability.

Data Strategy

Equip agents with a 360-degree view of each customer, enabling them to provide informed and effective service that meets customer needs.

Training & Support

Provide ongoing training for agents on operational efficiency and create a robust library of training materials for future teams.

Customer Support Analytics

Allow supervisors to make real-time and strategic decisions on workforce management, improving overall service efficiency.

Personalized Service Journeys

Tailor customer interactions based on their history and preferences, ensuring every touchpoint feels personalized and relevant.

Scalable Solutions

Expand your contact center capabilities effortlessly as your business grows, ensuring consistent service quality during peak times and business expansions.

Testimonials

“Incredible Partnership”

Working with A360 as our implementation partner has been incredible. We had a complicated use case and our data, frankly, needed a lot of work. They were able to connect with our internal IT, project management organization, and end users to create an org that has more than met our needs. They worked around our data issues and provided suggestions on how to tackle the cleanup

Staci Longbottom

Salesforce Administrator

“Excellent partner”

We would not have been able to deliver on our product vision without the support, guidance, and development work from the team at Accelerize 360. They have been excellent partners in bringing our Salesforce vision to life and providing value at every step of the way.

Daniel Rowe

AVP Solution Delivery

“Excellent”

All around, from the project management to the expertise to the execution, [working with A360] has been excellent.

Sajaad Shah

CRM & Marketing Automation Leader

“Great Consultation”

A360 is a great consulting company with reasonable pricing. Their consultants have been a major asset in helping me build out and customize Salesforce for my company. Easy to work with and always there in a crunch or to plan and build custom workflows and other major components. They work in all areas, whether to brainstorm, design, program, implement, or train. I am very grateful to have had them these last couple of years, helping me make Salesforce user-friendly and a viable resource for employees in our company.