Elevate Your Customer Experience with Verge Contact Center Solutions
We understand that exceptional customer service is the cornerstone of successful business operations. Our Contact Center as a Service (CCaaS) solutions are designed to transform your traditional voice-only call centers into dynamic omnichannel customer experience centers.
Omnichannel Customer Engagement
By leveraging our robust telephony solutions with the Mitel MiContact Center (MiCC) platform, we enable your business to engage with customers seamlessly across multiple channels, including voice, email, SMS, and chat. Traditional call centers often struggle to manage interactions across various channels, leading to disjointed customer experiences. With MiCC, all communication channels are integrated into a single, unified platform, ensuring consistent and personalized customer interactions. Think of it as a single inbox where all of a customer's voice, email, chat, and SMS interactions can be seen by your agents. This omnichannel approach allows your customers to choose their preferred method of communication while maintaining a seamless experience across all touchpoints.
AI-Powered Contact Center Solutions
The integration of AI in contact center operations is revolutionizing customer service. Verge offers a suite of AI-powered solutions designed to enhance efficiency and customer satisfaction.
- AI-driven sentiment analysis enables your contact center to gauge customer emotions during interactions, providing valuable insights to improve service quality.
- Transcribing calls and converting voice to text allows for accurate record-keeping and easy retrieval of information, facilitating better training and compliance.
- Virtual assistants and AI-enhanced chatbots handle routine inquiries, freeing up human agents to tackle more complex issues, thereby improving overall productivity.
- AI-powered call performance monitoring and reporting offer real-time analytics, helping you to identify areas for improvement and ensure optimal performance.
Comprehensive Recording Solutions with Mitel Interaction Recording (MIR)
Ad-hoc recording solutions often lack the robust features necessary to meet today’s compliance, security, and performance standards. Mitel Interaction Recording (MIR) offers a more comprehensive solution, providing full call and screen recording capabilities to help your contact center stay compliant while improving overall service quality.
MIR captures every customer interaction, allowing your team to securely store, review, and manage call data for compliance audits and legal requirements. Beyond just meeting regulatory standards, MIR also plays a critical role in enhancing employee training and driving continuous improvement. Supervisors can access recorded interactions to analyze performance, identify trends, and offer targeted feedback, helping agents refine their skills and deliver better customer service.
Deep Insights Enable Greater Call Performance Management
Modern businesses generate massive amounts of data, especially through recorded voice conversations. Customer support agents can rack up hundreds of hours of recordings each month, making it impossible to manually review everything. Verge Network’s AI-powered insights solution helps overcome this challenge by automatically transcribing calls, analyzing sentiment, spotting keywords, and summarizing interactions. With dashboards and policy-flagging capabilities, organizations can ensure compliance, improve training, and enhance customer experience—allowing supervisors to effectively manage large volumes of call data without listening to hours upon hours of recordings.
These valuable insights deliver advanced metrics and reports to uncover patterns for informed decision-making and process improvement plans. Whether it's reducing call resolution times or improving customer satisfaction, the ability to review both audio and visual data in real-time gives your contact center the tools it needs to perform at its best. With interaction recording paired wih AI-driven insights, you’re not only securing sensitive information and ensuring compliance but also setting the foundation for an efficient, high-performing contact center.
Enhanced Call Center Performance with BrightMetrics
Lack of actionable insights into call center performance can hinder decision-making and operational efficiency as well as the customer experience. Verge offers enhanced call center performance for your Mitel solution with BrightMetrics analytics, giving you the ultimate business intelligence tools to monitor performance, identify trends, and make data-driven improvements.
Real-time analytics and reporting keep you uprised of what's happening in the moment. Take action to improve productivity and the customer experience with real-time data:
- Identify bottlenecks and potential issues before they grow
- Monitor the number of calls in queue, queue times, and trunk utilization
- View detailed agent activity reports and timelines
These analytics empower your team to optimize operations to meet KPIs and SLAs, improve customer satisfaction, and drive better business outcomes all from the convenient, easy-to-use BrightMetrics dashboards.
Provide a Secure Customer Experience
With the rise in data breaches, online scams, and constant spam, consumers are increasingly wary of keeping their identity and important information secure. You can let your customers rest at ease with advanced voice biometric solutions, allowing customers to verify their identity just by speaking. Providing both convenience and reliability for financial services and contact centers handling secure information, biometrics simplify customer authentication and strengthen your institution’s reputation with a smooth, secure user experience.
Two-factor authentication (2FA) adds an extra layer of security to call centers by verifying the caller’s identity through out-of-band messaging. When a customer initiates a call, the system sends a unique one-time code via SMS or email. The caller provides this code during the call, ensuring their identity is verified. This process enhances security by requiring both the call and the message to align, protecting sensitive information and preventing fraudulent access, while maintaining a seamless user experience.
Excel at Workforce Management in Your Contact Center
Our contact center solutions offer sophisticated workforce management tools to help optimize your resources and drive performance. With features like agent forecasting, scheduling, and emotion detection, managers can accurately align staff with expected call volumes while controlling costs. Real-time call monitoring (whisper, barge, silent) and comprehensive quality management ensure high service standards. Automatic day-off and overtime optimization, combined with payroll export, simplify administrative tasks, allowing your contact center to operate efficiently and focus on delivering exceptional customer service.
Intelligent call routing and queues get your customers to the right agents every time. Our solutions support advanced queuing and routing capabilities, ensuring calls are efficiently handled, and are enhanced by features like skill-based routing that match customers with agents who have the expertise needed to resolve specific issues, while geo-routing directs calls based on the caller's location for a localized experience. Callback queues can let customers opt to receive a call when an agent is available, reducing wait times and improving satisfaction. These intelligent routing options help boost service quality and maximize contact center efficiency.
Seamlessly Integrate Across Your Business Infrastructure
Many businesses face challenges integrating new solutions with existing infrastructure. Verge’s CCaaS solutions are designed to integrate seamlessly with your current Mitel-powered communication systems and critical business applications, providing a scalable and flexible approach to evolving your contact center operations.
Going beyond your telephony, our contact center solutions integrate with leading CRMs like Salesforce, MS Dynamics, HubSpot, Pivotal, SAP, Oracle, ServiceNow, Zoho, and more. By leveraging CRM integration, agents receive automated profile loading, enabling them to know who they’re speaking with instantly. The system also adds automated notes and screen pops to streamline workflows.
For banks, our solutions integrate with core platforms like JackHenry, FIS, Fiserv, and Silverlake, while in healthcare, they connect with leading EMRs such as Epic and Cerner.
Connect your business like never before through integrations, allowing your business to adapt and grow without the need for extensive overhauls or disruptions.
Scalable, Reliable Contact Center Communication
Our solutions ensure that your communication infrastructure is secure and reliable, supporting uninterrupted business operations. We provide customized solutions that align with your specific business needs, enhancing both customer engagement and internal collaboration. Our team of experts is dedicated to helping you achieve excellence in customer service, offering ongoing support and guidance to maximize the value of your contact center solutions. We will work closely with you to understand your organization's goals and architect a solution fit for your contact center needs.
Transform Your Contact Center Today
Transform your call center into a powerhouse of customer engagement and operational efficiency with Verge Contact Center Solutions. Explore how our comprehensive communication solutions can elevate your customer experience and drive business success.
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