Leap Telecom's Connect CCaaS: Delivering A Connected Customer Experience
Mitigating these challenges is Leap Telecom, a subsidiary of Teliax, a global leader in innovative voice connectivity and communications platforms. Leap offers a 100% cloud-based, AI-powered Contact Center-as-a-Service (CCaaS) solution, delivering full omnichannel connectivity, integration of all data sources, and automation of processes across the business…all from within a single desktop platform. Combining their contact center and communications services, Leap delivers an end-end offering of collaborative tools for SMB and enterprise clients.
The Leap Connect CCaaS platform enables businesses to optimize customer interactions from any communications channel, which includes voice, social media, webchat, and email. The platform supports advanced self-service, routing, and management of such interactions as well as the ability to transparently move cross channel between self-service and live support. According to David Aldworth, CEO of Teliax and Leap, Connect differentiates from other omnichannel solutions with features such as sentiment analysis and use of natural language processing to interpret and report on customer interactions. “Leap Connect goes beyond the basic table stakes of omnichannel interactions and delivers depth to the conversation. Our use of AI and conversational analytics provides valuable data in learning what the customer thinks and feels, helping to improve quality management and the overall experience,” said Aldworth.
With its knowledge management tool, the platform allows businesses to make the company-wide data available at one source that can be easily accessed by agents and consumers in self-service. Through the active use of APIs, the agents can see information from their CRM systems, ERP apps, document management systems, and third-party sources on their desktop. For instance, if they work with FedEx or UPS, they can access information on package status and delivery directly on their desktop. In essence, agents are provided with a 360-degree view on customer concerns and needs within a single platform. From the process automation standpoint, Leap Connect automates routine tasks, workflows, and operations by utilizing AI, Machine Learning, and business rules that save time on front and back office processes, enhancing agent efficiency and customer experience.
Complementing the CCaaS offering, Leap leverages Teliax’s nationwide CLEC (competitive local exchange carrier) status to deliver the connectivity component to its customers. “Leap Connect is essentially an end-to-end contact center and communication platform. We serve as a one-stop-shop for businesses, providing the solution, connectivity, and integration services to customize the platform to customer requirements,” stated Aldworth.
Leap Connect allows agents to manage calls, respond to emails, engage directly with consumers on various social media channels via a unified desktop for live support, and cross-channel visibility for reporting and analytics
With the platform designed to work across any vertical sector, the company has found early success in healthcare, finance and retail. An innovative brick and mortar retailer deployed the technology to help improve the customer experience in both its physical locations and growing online platform. Like most businesses, the retailer had siloed information where agents were using different systems on their desktop to access consumers’ data and feed information. The goal was to streamline these complex processes, have better data analytics to support their daily business, improve the workflow, serve customers more quickly, and enhance customer satisfaction. Using the CCaaS platform, the client opened the lines of communication with their consumers across various channels, where the customer could use their preferred choice. Additionally, chatbots and automation were implemented on the client’s websites to provide self-service information to its customers, effectively offering 24x7 chatbot support for its customers. As a result, the retailer observed a 10 percent increase in customer engagement, and a 15 percent cost reduction in customer support. Moreover, the retailer was able to refund payments almost instantaneously with the new automated processes.
With such a plethora of success stories under their belt, Leap is currently focused on further delivering the connected experience. Such new developments in the future surround intelligent process automation, promoting self-service, opening an ecosystem to partners, and more use of BI and AI technologies. “We are continuously analyzing insights to understand the customer journey better. We provide the tools and integration capabilities that empower agents to meet customer expectations while also improving efficiency, productivity and cost savings for the business,” says John Schoder, CMO of Teliax. Focusing on integration, the company develops friendly APIs and SDKs for third-party systems to better engage and serve customers.