Contact Center Solutions

overview

Candid simplifies contact center solutions

No matter what size your business is, the way you interact with your customers is vital to your success and the retention and loyalty of your clients. It should be a pleasurable experience and customers should NOT have to repeat themselves. Talk with your existing and future customers the way they prefer through omnichannel options. Improve first contact resolution – Retain proactively by detecting dissatisfaction – Develop coaching for your agents.

Candid takes the guesswork out of which contact center solution is right for you through our carrier agnostic approach. We’ll bring the experts to you to assist in making the best contact center decision for your business.

What We Offer

Power your customer
experience with enterprise-level contact center features

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    Call Routing

    Call routing by queue, day, time and representative ability.

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    Call Monitoring

    Give supervisions the tools to monitor whisper and barge.

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    Real-Time Analytics

    Manage agent performance through a single dashboard.

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    Historical Call Reporting

    View and export data to evaluate performance.

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    Call Recording

    Assess the quality of agent performance with call recording.

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    Customized Call Queues

    Manage multiple queues by skill, operating hours and call spikes.

Unmatched Value

Decrease costs and improve efficiency and productivity

  • Omnichannel Routing

    The customer journey should be enjoyable. Empower your agents to provide quick, personalized, and proactive service! Communicate with your existing clients and prospective clients the way they prefer through Voice, Email, SMS/Text, Social, Online chat or Interactive Voice Response (IVR).

  • Analytics

    Interaction Analytics Turn insights into results by making data relevant, easy to consume, and actionable to drive measurable improvements. From this, better decision making at all levels and much higher customer satisfaction. If you aren’t evolving and constantly learning, you will be passed by those that are.

  • Workforce Optimization

    Unlock the potential of your team by inspiring employee self-improvement and amplifying agent quality management efforts.  Great solutions should integrate solution disparate contact center technologies—including contact center performance management, e-learning, interaction analytics and quality management.

  • Set Up Call Centers Anywhere

    Set up call centers anywhere via PC and a broadband connection without additional hardware, software or traditional phone lines. Agents are able to work remotely with access to all call features, distributing call center functionality to meet their organization’s demands.

  • Improve Caller Satisfaction

    Monitor and record agent calls, manage training gaps and maintain standards with advanced reporting. Access caller activity such as call abandonment rate, averages time to answer, wait time and call duration.

  • Better Manage Your Technology

    Not only do we ensure delivery of the necessary connections, hardware and software for multi-location businesses, our approach and supplier relations make it possible for us to deliver the technology, processes and support your telecom initiatives require.

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett.

Let’s get started

Delivery

As your trusted partner, we've got you covered

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    Size of Your Operation

    Reliability is critical for contact centers. Work closely with an expert Network Engineer to ensure capable and reliable circuits are used.

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    Rate Negotiation

    Some of the larger call centers are using millions of minutes per month. Adding long distance calls adds even more cost. With partnerships and access to 50+ contact center suppliers, we can negotiate you the best rates.

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    Redundancy

    Can you afford to let your call center go experience downtime? By evaluating your environment we’ll help you determine if you should consider a Disaster Recovery plan.

Service Providers

Backed By Over 30 of the Leading Contact Center Service Providers


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