Experience seamless deployment, a variety of consumption models, and improved customer interactions

Modernizing the Contact Center with Carousel + Cisco Unified Contact Center Enterprise

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“It’s no longer acceptable for contact centers to simply have an inbound voice channel. When you’re providing any sort of customer experience, whether it’s business-to-business or business-to-consumer—filling orders, managing patients, handling college admissions—people expect to be able to connect with you through their preferred channel, from self-service web portals to chat options, social media to e-mail.”

- Kevin McCarron, VP, Collaboration, Carousel

After obtaining a variety of Cisco designations, Carousel has now reached a level of Cisco specializations that fewer than

30 partners across the country have attained.

How Next-Generation Technology Addresses Common Contact Center ChallengesClients now demand omnichannel access to their vendors with connections maintained and measured across each channel, requiring new technologies to keep the pace. In addition, contact centers that use these platforms to meet customer demands or to drive positive business outcomes increasingly benefit from flexible consumption models rather than a strict adherence to more traditional, on-premise-only infrastructure solutions.

Gartner predicts that by 2020, 85% of interactions will take place without the assistance of a live agent.

Today’s enterprises need a single source for their Cisco Collaboration needsIP PBX, video meetings, carrier services, messaging, and other elements of a UC&C solution all converge for a variety of business needs, including the contact center. In fact, contact center could be argued as the most business-centric of all the UC technologies. And, with omnichannel and digital transformation, it leverages all communication modalities of a UC&C solution.

Carousel Industries completed Cisco’s rigorous certification program to become one of a select group of invite-only Cisco UCCE partners in the United States. This specialization gives the company a complete set of skills and services for dynamic business environments.

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“With the addition of Cisco’s Unified Contact Center Enterprise (UCCE), companies have a tool that can enable

competitive differentiation in their market or markets.”

– Kevin McCarron, VP, Collaboration, Carousel

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How can Carousel and UCCE help you?

Challenge: Lack of omnichannel support and actionable insight

Providing the best customer experience, including responding to texts, social media inquiries, web chats, emails, and other feedback, requires new, more robust tools. UCCE brings together the technologies that allow your customers to communicate the way they want.

Individualized services tailored to fit the desired communication channel of the customer provide a better resolution experience, all while enabling agents to support a variety of interactions at the same time.

Challenge: Inability to scale and meet fluctuating demands

Carousel’s flexible consumption models, coupled with Cisco’s UCCE subscription licensing (including Burst Licensing), help to drive better alignment with your organization’s changing needs, whether as a result of seasonal activity, routine sales cycles, or to support short-term, high-traffic events. It frees your business from the cost of paying for the licensing required to accommodate your high-water mark, and instead provides a solution that’s more cost-effective. Companies are also no longer limited to one use case or even to one architecture—on-premise, pure cloud, private cloud, etc. You can instead consume technology when and how you need it.

“As tech changes so rapidly, contact center leaders should seek not only a company with strong technology knowledge, but a consultant with business-side experience and full IT stack services.”

Challenge: Integrating multiple solutions is frustrating and time-consuming

Your partner should represent leading manufacturers and have experience integrating multi-vendor solutions. The Carousel team has the industry background necessary to bring together providers across the spectrum, ensuring seamless interoperability among platforms and a successful, well-executed deployment.

Select a partner that can serve as your primary point of contact throughout the full technology lifecycle, plus assist with other needs from bandwidth to security to infrastructure. Because Carousel brings full-stack IT expertise, they can support understaffed and fractured IT departments by eliminating confusion, frustration, and the extra costs it brings. The company’s consulting and technical know-how helps clients move forward with the right mix of solutions and pricing models for their unique needs.

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“Carousel doesn’t just offer technology solutions. We also use our years of experience to offer technology-agnostic consulting, helping our clients make decisions that drive

value in their organizations.”

– Kevin McCarron, VP, Collaboration, Carousel

Challenge: Managing operations across multiple contact centers and agent locations UCCE’s powerful remote agent features give your business the ability to overcome the logistical challenges of time zone changes and dispersed staff. Workforce levels at each site can be scaled to match call volumes, and agents have the option to login remotely using their preferred device. These features improve your call center’s productivity, along with boosting agent productivity and retention.

Challenge: High employee turnover and frustration

UCCE addresses issues created when your team members are stuck doing repetitive and fatigue-inducing work. It gives agents the tools they need to succeed with a streamlined, automated solution. They have easy access to your customers’ most current and complete information, providing for a better user experience and increased employee productivity.

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Maximize the UCCE experience with Cisco Context Service. Receive important information about customer interactions, so agents can better understand the customer’s journey—from the initial contact to current point-in-time.

Challenge: Inaccurate reporting among different channels and platforms

By providing insight across voice connections, emails, social media interactions, text messaging, and other channels, UCCE gives you the capability to harvest and analyze metrics that are comprehensive and timely. You’ll have new visibility into the data coming out of your contact center, along with other sources of information. The result is a fuller picture of every touchpoint with any given customer, business partner, student, or patient.

Challenge: Information overload confuses analytical efforts

Carousel helps businesses avoid information overload as they move to improve their integrated, cross-platform analytics capabilities. With more than two decades of contact center experience, the company’s experts have the insight and experience to provide feedback on the data that’s most meaningful for your business. They can help interpret performance data, as well as leverage the Carousel team’s experienced business analysts to make sense of financial data and complementary analytics, giving clients a complete perspective on performance.

Challenge: Lack of differentiation, especially for highly competitive verticals

Thanks to a variety of customer service tools, UCCE can enable competitive differentiation for businesses in industries from higher education to healthcare to financial services. Personalized service through a variety of contact attributes lets companies save their customers and agents time and potential aggravation versus traditional, often-disparate communication tools. Carousel’s experience helps companies deploy the platforms they need to provide a superb customer experience, with a contextual framework around each interaction that is personalized to the needs and preferences of that contact.

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Bring to life the intelligence capabilities, customer care experience, and agent support your business

desires, all while consuming and supporting the technology as you need it.

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