Superior reputation for delivering superior customer experience

Benefits of the connected omnichannel contact center

  • Promotes a seamless experience for agents and customers alike, removing communication barriers and placing focus on solving problems

  • Instant access to past and cross channel interactions means customers spend less time explaining their issues allowing for more focus on first contact resolution

  • Creates an optimized experience for both the customer and agent, maintaining consistency across your contact center, improving KPIs and keeping your most important people happy

Contact center solutions that delight customers and agents alike

Waterfield Technologies assists companies with the design and implementation strategy for customized solutions that solve complex business needs. From creating new mobile, web and omnichannel strategies to re-engineering dated business processes, our strategists, consultants, and project managers work alongside your team to craft the most powerful solutions and rewarding user experiences on the market.

AI

Approach customer service with cutting-edge technology sure to satisfy the ever increasing expectations of millennials using varying levels of automated interactions.

Chat

Engage in live support conversations from your website, social media, or email, retaining the same high-level reporting and analytics you rely on from other channels.

CTI

Data rich, customer specific screen pops improve your rate of First Contact Resolution, satisfy customers and save valuable time.

Infrastructure

Deliver the right solution for every need:  ACD, IVR, ASR, TTS, WFM, speech analytics, reporting and analytics.

Intelligent Routing

Improve the caller journey by routing callers directly to the agent best equipped to handle their request.

Self-Service

Self-service solutions that empower customers to interact with you when and where they want: email, chat, inbound IVR and more.

Mobile Experience

Create outstanding mobile and web experiences your customers will love and appreciate with a communication engine compatible with all major contact center platforms.

Omnichannel

Connect with customers across channels with the ability to pass relevant data to the agent from any channel and across channels.

Outbound Notifications

Use data intelligence to proactively deliver relevant, personalized information to your customers.

Workforce Optimization

Gain a better understanding of your workload distribution for forecasting and scheduling as well as an awareness of overall agent efficiency within your omnichannel contact center.

Natural Language Speech

Exceed your customers’ expectations for quality service and efficiency with a speech recognition solution that makes it easy for customers to interact with your services.

Performance Analytics

Drive excellence and process improvement. With access to historical and real-time reports, you quickly monitor and measure key business and contact center statistics while uncovering key operational insights.

Want to learn more? We’re ready to talk.

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