“For our customers in the contact center space AireSpring is able to deliver a single circuit for voice, internet, as well as MPLS and then layer our AireContact Cloud Contact Center solution on top. The net incremental cost for the cloud portion is minimal but the customer gets the full value of a single source solution.” AireContact offers a complete suite of inbound, outbound and blended contact center solutions for all industries complete with cloud connectivity options. AireContact comes with a number of sophisticated features such as Advanced Interactive Voice Response (IVR), Automatic Call Distribution (ACD), Predictive, Progressive and Preview Dialers, campaign management, dynamic scripting, skills based routing, detailed reporting, and a real-time Wallboard.
But poor voice quality in the cloud is just one of the challenges faced by today’s contact centers. New approaches are mandatory to deal with the range of communication channels and available touch points so that the customer experience remains consistent. An Omni channel communication approach must be adopted so that consumers can connect on their terms: whether that be text message, email, web chat, social media or even fax. AireContact was built from the ground up as a single source, multi-channel solution to ensure that different channels are supported and delivered in a single, blended queue.
In addition to AireContact, AireSpring offers a cloud business phone system, AirePBX, which can be integrated with the contact center platform, allowing seamless call transfers between the two platforms. “Many of our customers are not exclusively contact centers but have contact centers within their organization. The majority of employees may be traditional office PBX users and so our integrated solution of AireContact and AirePBX delivers a unified approach where each employee gets the right features for their role at the right price,” says Lonstein. While the AireContact and AirePBX solutions can be delivered over the customer’s existing internet connection, AireSpring highly recommends that customers use the available managed connectivity or MPLS network, which ensures end-to-end Quality of Service (QoS).
“The recent introduction of enhancements to our world class dynamic scripting tool with full branch logic is the first of many innovations we will be introducing to AireContact in the months ahead,” added Lonstein.
We are now seeing the democratization of technology in the contact center space where smaller companies get advanced features that traditionally required a significant CAPEX investment