Our Cloud Contact Center Expertise
Our cloud experts deliver best-in-class contact center consulting, design, implementation, and optimization solutions across various industries. Leveraging years of experience and a data-driven approach, our solutions have consistently enabled clients to reduce costs, enhance customer experience, and drive their business forward.
Essential IVR Optimization
Our experts specialize in designing strategies to enhance the caller experience within the IVR, automating core agent processes, and allow you to start gaining valuable insights into customer journeys.
Omnichannel and Digital Solutions
We assist our clients in implementing and optimizing digital channels, such as chat and SMS, to fully leverage these tools for creating a positive customer experience.
Voicebots & Chatbots
Whether you are just beginning to explore voicebots and chatbots or seeking to maximize the value of your existing bot, we utilize industry best practices to help you achieve the gains you expect.
Vendor Selection and Managment
Finding the right CCaaS or NLP solution that offers the required features and functionality at an optimal cost is crucial to your success. Implementing that solution is a different challenge. We excel at both!
About Us
We design innovative solutions that accelerate your path
to becoming an industry leader
Cloud Tech Innovators provides best-in-class contact center solutions to clients across the globe. We are passionate about identifying cost-saving and revenue-generating opportunities, whether by optimizing our clients’ current contact center solutions or helping them find the right one. With a data-driven approach, our implemented solutions are designed to maximize your long-term results.
15+
Years Of Experience
100+
Solutions Designed
99%
Customer Satisfication
How We Help
We believe your solution should be as unique and dynamic as your operation. That’s why we customize it to your business, empowering you to achieve your goals.
Vendor Selection
Our experts collaborate with you to gain a deep understanding of your requirements for a CCaaS or NLP solution. We then translate those requirements into a comprehensive RFP, coordinate with vendors to set up use case-driven demos, and assist you in selecting the right vendor.
Implementation and Optimization
We partner with our customers to implement their CCaaS cloud solutions, whether they are aiming for a straightforward “lift and shift” or seeking to make enhancements from the outset. Additionally, we thoroughly examine your current call flows to improve both customer and agent experiences, from CRM integrations to simple functionalities like callback (virtual hold).
Managed Support
Depending on your organization, managing your CCaaS solution may not take a full-time role, however you need full-time expereince to efficiently maintain it and keep it healthy. We provide the day-to-day hands on support to handle the core tasks to keep your solution running while working with you to optimize it along the way.
Data Analytics and Process Optimzation
We map out your customer journey and analyze the data at each stage to identify where your current IVR or NLP solution may be causing frustration. Taking a holistic view of your business, we identify opportunities to optimize your IVR and NLP solutions, enhancing the customer experience while reducing costs.
What are Examples of Our Recent Work
Recent Success Stories
We assist clients across various industries and of all sizes. Here are some of our most recent success stories.
Self-Service Please
Looking for ways to improve their self-service offering, this telcom organization was looking for a new natural language proider. We dug into learning the current functionality and aspirations of their new solution to finalize the right RFP. After selecting a vendor, we worked along side the team to ensure a successful go-live. Our list of fast follows included: agentless installation reminders, a payment integration and basic account maintenance. Then we moved on to implement similar actions in their customer’s digital expereince.
Overnight, containment rate from self-service increased 17% and we started to deflect 14% of all calls to SMS.
Bot in Progress
A healthcare’s helpdesk organization was in the middle of building out a Bot to incorporated into their IVR and Online Chat. It would assist with basic functions such as password reset, ticket status and handle FAQs. While their NLP provider was quickly building out the bot, they were impaitently waiting on a timeline and quote to integrate with their CCaaS. Not thrilled with the 10-12 week timeline they were quoted, our innovators stepped up to the plate. After validating requirments, the CCaaS integration was completed, tested and moved to production in less than 2 week.
Not only were they able to deflect 23% of their call volume, the integration was built to include an SMS implementation providing step by step solutions to their customers via Text compared to on the phone.
Let’s get aligned
As a growing BPO was starting to win more clients, they identified the need to automate esstenital reporting for client performance and billing. We developed a solution that allowed the to quickly update the prior days performance and they could easily see daily, weekly and month to date trends. This level of reporting was key to maintiain a healthly relationship with their current and new clients.
Under the hood, we identified onboarding a new client to their IVR required rebuilding call flows, which meant more time, energy and money. Spending only a couple of hours to redesign their IVR allowed them to to dynamically add new clients from the CCaaS’s GUI and not in the scripting. Not only did this reduce their client onboarding by 1 week, they now can provide their client with options on the caller expereince they would like to provide.
Our innovative solutions drive performance
Our approach is tailored to your brand, ensuring that we understand your business thoroughly and craft a solution that effectively represents your brand’s unique identity.
Tampa, FL
813-586-1433