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Technology

Phone systemsand contact centers,matched to the call.

How you take the call is how you keep the customer. Candid is carrier-agnostic. We compare more than 150 contact center and UCaaS platforms, then stay on the account after cutover. Customers should not have to repeat themselves.

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What we compare

  • Call routing
  • Voice
  • Chat
  • SMS
  • Recording
  • Coaching
  • Analytics
  • AI handoff
  • Quality
  • Forecasting
  • Circuits
  • After hours

Overview

The repeat work should not need someone on the line.

The hard call should not start over. Candid compares platforms that finish the daily questions, then hand a person the history. Voice, chat, SMS, and email land on one desktop. We stay on the account after cutover.

On the floor

The industries change. The call does not.

A clinic, a busy service line, and a team that is not in one building. The platform has to fit that work. These are the patterns we match. Not a projection for your account.

Healthcare

The chart should not be retold

For clinics, pharmacies, and other healthcare teams, we shortlist platforms that can be configured for access, call recording, and retention in support of HIPAA compliance. Scheduling and follow-up stay in the same thread.

Service desks

Finish the question they ask every day

Order status, an appointment, a balance, a store hour. High-volume questions can resolve before they reach a person. When they cannot, the handoff includes the thread.

More than one site

The same queue, wherever they sit

Agents on a PC and broadband, including at home. Hours, skills, and after-hours routing stay one design. A supervisor can still monitor, whisper, and barge.

The work

From the first ring to the record.

Six things we hold a platform to. None of them require your customer to start over.

  1. 01

    Route by the work

    Queue, hours, and skill. When volume spikes, the next call still has a place to land.

  2. 02

    One desktop

    Voice, email, SMS, social, chat, and IVR. The history is already on the screen.

  3. 03

    Hand off with context

    Automated paths take the routine. A person gets the thread, not a blank screen.

  4. 04

    Record and coach

    Monitor, whisper, and barge. Recording shows where the next call should go better.

  5. 05

    See the floor

    Abandonment, time to answer, wait, and duration. Staffing is planned, not guessed.

  6. 06

    Carry the traffic

    A network engineer checks the circuits. If downtime is expensive, we plan redundancy and negotiate the per-minute rate.

How it runs

Four steps, then the account stays open.

  1. Start with what repeats

    The questions the floor already knows by heart. Those are the first workflows worth automating.

  2. Prove the handoff

    A person should receive the channel, the history, and what was already said. The customer does not begin again.

  3. Turn recording into coaching

    Quality on the calls you already take. The gap in the script shows up before the next busy day.

  4. Stay after cutover

    Reporting, the per-minute rate, and a circuit that can carry the floor. Candid does not leave at go-live.

Talk to us

Want the right person to pick up?

Call (815) 207-8000Email UsLet’s Chat!

Next step

You have a vision. We have a way to get you there.

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