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Empower your contact center. Reinvent your CX journey.

Cloud Contact Center / Cloud Communications

Imagine your contact center paving the way for a more efficient and personal customer journey ‒ What could that mean for your organization?

It could mean stronger employee effectiveness, higher quality interactions, and larger profitable pathways. But if you aren’t driving this kind of growth, it’s time to reimagine your contact center in the cloud.

As a global provider of cloud contact center solutions from world-leading vendors, Wilmac can help you transform customer experiences and set key business objectives in motion. Because when it comes to managing and supporting your contact center for the future, you deserve confidence and peace of mind.

Let’s talk about your Contact Center in the Cloud!

Communications in the Cloud…

Increased Efficiency. Reduced Costs. Renewed Confidence. Here’s How:

Cloud Communications Services ❘ Wilmac, Rochester, NY

Omnichannel Routing

Streamline authentic connections across multiple channels.

Cloud Communications Services ❘ Wilmac, Rochester, NY

Analytics & Insights

Drive measurable improvements after every interaction.

Cloud Communications Services ❘ Wilmac, Rochester, NY

Workforce Engagement

Inspire employee self-improvement & maximize your team’s efficiency.

Cloud Communications Services ❘ Wilmac, Rochester, NY

Automation & AI

Solve problems faster with AI & automated technology.

Cloud Communications Services ❘ Wilmac, Rochester, NY

Open Cloud Foundation

Accelerate your flexibility, scalability, & delivery ‒ always secured.

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Cloud-Based Solutions

A cloud contact center utilizes innovative software to manage all inbound and outbound customer interactions across multiple digital channels ‒ all on a single, unified cloud-based platform.

From telephone and email to SMS and video conferencing, cloud agents can connect with customers on their channel of choice, when it’s most convenient for them ‒ every time.

At Wilmac, we partner with world-leading technology vendors to provide unparalleled services and support for all of our on-premise and cloud-based clients. Taking a consultative approach to your contact center’s operations, we pair groundbreaking Cloud software and Cloud Communications solutions to drive better efficiency and build stronger, long-lasting relationships with your customers.

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS) delivers the kind of experience your customers, leads, and prospects desire ‒ an experience that makes them feel cared for every step of the way, not like another cog in the machine.

With CCaaS software and technology, on-premise hardware management can become a thing of the past. No more missed opportunities. No more lost leads. Only omnichannel communication on one cloud-based platform, the way your customer wants it, when they want it, and how they want it ‒ and always with a qualified agent on the other end responding to their needs.

Wilmac installs, services, and supports world-renowned CCaaS solutions. By tailoring CCaaS solutions to your long-term goals, we can help you transition and transform into a cloud-based contact center.

Unified Communications as a Service (UCaaS)

From landlines and mobile phones to email, texts, and video conferencing, there’s no shortage of ways your employees interact with customers and coworkers on a daily basis.

What if you could integrate all these separate communication channels into one unified system?

By binding all of these channels with a UCaaS solution, you can empower your contact center with the data it needs to accelerate conversations and make every transaction productive and personalized.

Unified Communications as a Service (UCaaS) puts your workforce onto one all-encompassing platform, helping your team better connect internally and externally. Your UCaaS solution can integrate real-time AI to initiate a conversation at the right time, with the right agent. UCaaS recording technology can also help you monitor and measure call volume, agent performance, and better identify growth opportunities.

At Wilmac, we install, service, and support UCaaS software and technology. Whether you’re a small or large-scale business, let us help you take your communication system to new heights.

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Products

CXOne

CXone is the first and only platform unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation, and Artificial Intelligence – all built on an Open Cloud Foundation. 

The easy-to-use application suite is built to fit and accelerate every stage of your growth. Deploy it once and then add more CXone solutions that work seamlessly together to take your business to the next level. CXone is simple to purchase, set up, and maintain, free of upfront equipment costs and IT complexity, unburdened by maintenance contracts, and security certified and SLA guaranteed.

DialPad

DialPad is a cloud-based contact center software powered by AI. With a fully integrated platform, 

DialPad enables its users to engage more deeply with AI-powered insights and stay plugged in, wherever they are and on any device. The software suite provides real-time coaching opportunities, live transcriptions for analysis, and one operational location for seamless agent movement between actions. 

Managers can leverage DialPad for coaching and supporting agents, customizing the interactive voice response (IVR), and visualizing customer sentiment, CSat survey results, and pre-defined summaries all in one place.

LogMeIn

LogMeIn is a suite of SaaS and cloud-based remote work tools for collaboration, IT management, and customer engagement. These solutions are industry-specific, enabling anytime, anywhere access to your work. 

Emphasizing business growth, LogMeIn improves productivity, secures customer data, enhances efficiency, and optimizes team management.

Ready to take your contact center to the cloud?

Discover more from Wilmac’s Workforce Engagement Management solutions.