Reinvent Telecom, a private-labeled unified communications provider, has announced the introduction of MyCloud Contact Center, its Contact Center-as-a-Service (CCaaS) platform. The cloud-based solution is intended for small and medium-sized enterprises (SMBs), and it will be priced accordingly.
The platform will integrate voice, email, and webchat into a single workflow for agents. It will offer interactive voice response, skills-based routing, queue callback, supervisor control, contact center agent client, Salesforce CRM integration, screen pop, real-time wallboards, and historical reporting.
Contact center technologies have traditionally targeted large and midmarket organizations, but Reinvent Telecom saw that SMBs also required multichannel contact center solutions to improve their customer experience. MyCloud Contact Center was created to fulfill this demand, allowing Reinvent’s reseller partners to provide enterprise-level contact center features to SMB clients at a low cost.
Delivering CCaaS will aid Reinvent Telecom reseller partners in remaining competitive in the market as feature parity in UCaaS platforms increases. Through contact center opportunities, MyCloud Contact Center enables partners to stand out from sales agents and raise customer lifetime value.
Jeff Kramarczyk, Director of Product Management at Reinvent Telecom, said: “MyCloud Contact Center includes much of the enterprise-level functionality of the market leaders at a price point to win over SMBs. Contact center solutions are becoming the lead communication product for new customer conversions. MyCloud Contact Center – and Reinvent’s full suite of contact solutions – offers partners a smooth entry into new accounts with the ability to layer on top of UCaaS to deliver a complete solution that’s as powerful as it is sticky.”
Reinvent MyCloud Contact Center will be available through Reinvent’s private-label partner program.