Azzurri Communications, an independent provider of managed communication services, has launched the ICON Contact, the latest in the series of new ICON Cloud and Managed Services from the company.
The ICON Contact, a fully managed and configurable contact center suite hosted in the cloud, has been designed for companies with 50-200 concurrent agents. It is expected to help companies maximize customer interaction. The new offering eliminates the need for engaging maximum onsite resource, and moreover, it enables companies to be connected to the right people at the right time, according to company officials.
According to a Frost & Sullivan report, over the past few years, the cloud model has seen “unprecedented growth” in the contact center market.
Rufus Grig, chief technology officer at Azzurri, noted that with the growing number of inbound and outbound customer communication channels showing no sign of slowing down, organizations with even the very latest contact center solution soon find themselves facing the prospect of having to make changes.
“Whether it’s adding new video functionality for the virtual sales team to offer an online shopping assistant service or simply upgrading to the latest version of their workforce optimization software, adding any form of new functionality to an on-premise contact centre solution is a costly and high-risk exercise,” Grig said, adding that “by taking their contact center into the cloud with ICON Contact, organizations can eliminate this risk entirely and ensure they remain one step ahead of their competitors.”
The ICON Contact features enhanced functionality, including integrated multi-channel support—email Web chat, SMS and social media—and workforce optimization. One of the advantages is that it easily integrated with a company’s existing communications infrastructure.
The newest offering also features a catalogue of pre-tested and pre-configured modules, which enables customers to select the services they need. They not only can select, but also have the option to customize the solution, considerably, to meet specific needs, according to company officials.
Additionally, the ICON Contact is supported by Azzurri’s Managed Service overlay. And, one of the key components is the embedded workforce optimization (WFO) functionality.
“By embedding WFO functionality into ICON Contact, the solution not only helps organizations keep pace with the latest contact centre innovations, but gain significantly greater intelligence to their hosted contact centre operations,” Grig said.
Earlier this year, The PDSA, an animal charity based in England that provides free veterinary services to those in need, entered into an agreement with Azzurri Communications to modernize its network infrastructure.