eXcellerate Cloud Contact Center Webinar Recap – April 2022
Marketing Events Director | NWN Carousel
Every analyst, customer, and partner we’ve ever spoken with has echoed the same. Cloud contact centers have undergone substantial change as they strive to meet new demands from both customers and agents.
This month’s eXcellerate webinar focused on “How to Fast Track Customer Engagement in the Cloud Contact Center.” Attendees learned that to effectively shift from on premise to cloud, you must choose a partner, and platform, that can deliver product features, capabilities, professional services, and support with precision.
Andrew Gilman, NWN Carousel’s CMO, chats with Kevin Basden, VP of Contact Center along with special guest, and NWN Carousel customer, Joe Friedrichsen, Managing Director, BCBSRI. Joe walks us through BCBSRI’s transition from a disparate legacy on-prem system to a secure contact center solution that included intelligent, automated self-service features with a single source for reporting; reducing agent training and improving regulatory compliance.
Cloud Contact Center Webinar Highlights
10:00: Why BCBSRI moved from on prem to the cloud
10:55: How to achieve agent happiness
14:18: Key points on transitioning to the cloud
14:48: Positive business outcomes
20:00: Results after one week of implementation!
33:18: Improving CX with intelligent technologies
42:42: Improving agent productivity
Fast-Track Customer Engagement with Cloud Contact Center
At Cisco Partner Summit 2023, NWN Carousel was recognized as SLED Impact Partner of the Year for its innovation, leadership, and best practices as a Cisco partner. Throughout a 15-year partnership, NWN Carousel and Cisco have joined forces to deliver cutting-edge cloud communications solutions to their Public Sector clients empowering them to upgrade their on-premises […]
NWN Carousel’s offering experts have bold predictions for the tech world in 2024. Trends focus on AI applications as the gateway to customer care in the contact center, and collaborative tools encompassing automated scheduling, smart task delegation, and predictive analytics. Additionally, the focus extends to Zero Trust security and self-service video support, as well as […]
Andrea Morrison, Chief People Officer & Former Active-duty Army Officer & Massachusetts National Guard
NWN Carousel is committed to creating an inclusive work environment for all. This pledge extends to providing support for our veteran employees. Recognizing the importance of honoring those who’ve served in the military, particularly on Veterans Day, we understand the challenges veterans may encounter when transitioning to civilian life, including finding suitable employment. To address […]
We proudly welcome Andrew Henshaw, CEO, of Learn Design Apply, as our guest blogger. As NWN Carousel’s trusted funding partner in the public sector world, together we have secured hundreds of millions of dollars for school districts and higher education institutions.
Together, we apply our vast technical expertise, and funding knowledge, to simplify the complexity of technology and financing delivering real-time, real-world solutions to optimize the performance, security, and reliability of IT operations for schools across the country