LEADING business solutions and services provider, C&W Business Jamaica has upgraded its contact centre offering to allow businesses unmatched flexibility design, creation and management under the brand– the Cloud .

The C&W Business cloud-based contact centre enables all inbound and outbound customer communications through voice, chat, e-mail, social media and the web from virtually anywhere. The platform is underpinned by an all-in-one reporting system which features call recording, workforce management, predictive dialling and customer relationship management (CRM) software integration.

“As customers increase their use of digital channels to connect with businesses, the need to modernise the contact centre is essential. Characterised by fast deployment with zero-upfront capital investment, the cloud-based contact centre provides the benefits of an on-premise contact centre without the financial outlay,” Senior Director of C&W Business Jamaica, Delroy McLean said.

Providing an improved customer experience and empowering employees are key benefits of the C&W Business cloud-based contact centre. For example, the call monitoring feature helps supervisors to take a better data-driven decision by analysing both recorded and live calls. At the same time, the click-to-call feature enables customers to maximise efficiency when accessing customer service by requesting call-backs.

“C&W Business Jamaica is committed to being the strategic ICT partner for Jamaican businesses, regardless of size or industry. This modernised contact centre is just one of the ways in which we are helping customers to meet their business objectives by leveraging our first-class solutions, backed by new industry leading service support,” said Delroy McLean, senior director of C&W Business Jamaica.