Author: Franz Malten Buemann

Seasoned Poly and Cisco Executive Joins Rapidly Growing, Disruptive Contact Center Team to Accelerate and Strengthen Strategic Relationships
SAN FRANCISCO, CALIF (BUSINESS WIRE)- October 27, 2021  – UJET, Inc., the world’s first and only CCaaS 3.0 cloud contact center, today announced the continued expansion of its executive leadership team with the appointment of Tom Puorro as Chief Business Officer (CBO). In his role as CBO, Puorro will spearhead UJET’s global partnerships and alliances, helping to further UJET’s position as the world’s most disruptive, advanced and fastest-growing cloud contact center.
Puorro brings more than 25 years of experience in Telecoms, Unified Communications (UC), and Contact Center industries to UJET.  Prior to joining UJET, Puorro served as Executive Vice President and General Manager of Products at Poly, leading the global development of solutions for the modern workplace.  He also served previously as Vice President and General Manager of the Cisco Unified Communications Technology Group which included Cisco Contact Center.
“The combination of UJET’s next-generation technology and the team that they’ve built has made them both a valued partner and a formidable player in the contact center industry,” said Tom Goodmanson, President and CEO at Calabrio.  “Tom Puorro is extremely well-respected in our space, known especially for driving synergies and growth through mutually beneficial partnerships, so we’re excited to work with him to continue developing and expanding Calabrio’s partnership with UJET.”
Puorro joins the UJET leadership team as the company experiences explosive growth, significantly outpacing the market’s projected 20+% year over year growth through 2024 (based on number of seats), according to DMG Consulting LLC’s 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report.  
“UJET is one of just a handful of newer, more innovative companies that are really disrupting and modernizing CX in ways that the more established players haven’t been able to,” said Dave Michels, Principal Analyst and Founder of TalkingPointz. “Tom’s experience, visibility, and relationships in the market, along with a track record of successful, profitable technology partnerships will be an incredible asset to UJET, as it continues to grow awareness and consideration for its solutions.”
“The cloud contact center space is experiencing a level of demand and growth that we haven’t seen since IP Telephony was introduced more than two decades ago,” said Puorro. He continued, “UJET is uniquely positioned to capitalize on that growth both because of the innovation that they’re bringing to CX, and the unprecedented security, scalability, and reliability they’ve achieved – all core requirements for Enterprise cloud adoption that have remained unmet until now.  I couldn’t be more excited to work with this team and our partners to bring these capabilities to market.”
Along with the addition of Puorro, earlier this year, UJET added Kristin King to its leadership team as Vice President of Customer Success. King joined UJET after a 21 year tenure at Windstream Communications where she served in key leadership roles in both Sales and Customer Success.
About UJET
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally, and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.
Learn more at www.ujet.cx and follow us on LinkedIn and Twitter.

Media Contacts
Holly Barker
UJETpr@ujet.cx
The post UJET Continues to Grow C-Suite with the Addition of Tom Puorro as Chief Business Officer appeared first on UJET.

The ideal contact center will deliver consistently excellent experiences to customers, via their preferred communication channels — whether that’s voice, email, chat, SMS, or social media. Moreover, a modern contact center’s feature set will allow agents — and the organizations they work for — to harness the power of cloud-based services, enabling much quicker time to market as well as superior flexibility and scalability compared to on-premises infrastructure. The worldwide cloud-based contact center market is predicted to grow to $36.1 billion by 2025 at a compound annual growth rate of 25.8%. A major engine of this ongoing growth is the overall versatility of cloud contact centers. More specifically, cloud-based contact center platforms can:
Easily integrate channels such as social media and SMS to allow customers to reach you via the channel of their choice.
Connect to business-critical tools like customer relationship management (CRM) solutions.
Be modified as a company’s customer base grows or otherwise changes.
Full article: https://blog.webex.com/contact-center/how-cloud-contact-centers-empower-delightful-customer-experiences/
submitted by /u/vesuvitas [link] [comments]

A call routing system is an essential tool for a contact center. It helps customers reach the right representative in a timely manner, and supports contact centers with rushes of incoming calls at certain times of the day.
What is call routing, and how can you improve it? We’ll cover that, as well as the benefits and types of call routing in this article.
The Contact Center Guide to Managing Spikes in Call Volume
What is call routing?
Call routing directs incoming calls to the right representative. The right representative depends on the types of call routing, which we’ll discuss a bit later.
Call routing is usually integrated with Computer Telephone Systems (CTI) or Voice Over Internet Protocols (VOIP) to smoothly direct customers to the correct support agent. These systems allow contact centers to automatically answer customers’ incoming calls and redirect them to different people through extensions or other criteria.
Even with hundreds of representatives, call routing makes it so the customer only has to dial one number to reach the correct support agent. The way the customer is directed though, depends on the type of call routing used.
What is Call Routing in a Contact Center?
Types of call routing.
Call routing directs inbound calls based on criteria that the contact center sets. Here are some of the most common industry methods:
Skill-based call routing.
Inbound calls are directed to agents based on their individual level of experience. For example, if the system indicates that the caller had reached out multiple times without reaching a resolution, call routing should direct them to an agent with more experience.
Time-based and location-based call routing.
This is most often used for large brands with international customers or clientele. The call routing system notes the geographical location or time zone of the caller, and directs them to the department nearest to them.
Caller ID.
With this method, calls are directed based on details such as their phone number or contact history. For example, a caller who has an unresolved issue from a previous support interaction may be forwarded to the last agent they spoke with to continue the conversation.
Interactive Voice Response (IVR).
Similar to a traditional phone IVR, Visual IVR lets your customer navigate a menu from your website or mobile app. Pair it with call-back technology, and you can even let them schedule their own call-backs for a time that works for them.
Artificial Intelligence (AI).
Voice recognition software is capable of redirecting callers using voice biometric technology. This type of call routing can take your customer experience to the next level!
Benefits of call routing.
Call routing is not only beneficial — it’s essential for a smooth call center operation and customer experience. Some key benefits include:
Improved agent productivity.
A strategy for directing calls optimizes workflows, which lets agents be more productive. Rather than spending time redirecting calls, they can focus on providing quality support to their customers.
Happier customers.
When done correctly, call routing can lower wait times. Less time on hold means happier customers – 67% of customers say positive customer experiences are a big factor when it comes to brand loyalty.

FACT:
67% of customers will maintain loyalty to a company if they’ve had positive experiences.

Tips for improving call routing.
Call routing is necessary for a contact center’s profits and operations. However, you’ll only reap the benefits if you take the time to optimize your processes. Here are a few tips to get you started:
Research your customers.
You can’t optimize processes when you don’t know who it’s for. Call center KPIs like CSat and NPS are great for measuring what your customers like and don’t like about your process. Conducting market research on your customers takes things one step further so you can better understand their needs and concerns and keep them in mind when planning your strategy.
Test different approaches.
We covered several different call routing tactics, all with their own strengths and challenges. If you use the queue type of call routing based on agent availability, spice things up a bit! Try out skill-based or time-based call routing and see if it changes your customer satisfaction scores.

TIP:
No type of call routing is the best match for every single call center. Try out different kinds, like caller ID, skills-based, and time-based to see what works best for your contact center.

Make your criteria specific.
If you’ve opted to use skill-based call routing, be sure you set very specific criteria. For instance, “Technical Support Agents” can be broken up into “AI technology”, or “IT support”. Here are some other criteria examples:

Strong customer satisfaction record;
5+ years experience in the contact center;
fluency in Spanish.
The post Blog first appeared on Fonolo.