TRP Nexus CCaaS

CCaaS For Ohio Businesses

Looking for cloud-based, customizable contact center software? Our CCaaS solution has helped numerous Ohio businesses boost efficiency and improve satisfaction for both employees and customers.

Enjoy a range of features and benefits, including:

Multiple communication channels, empowering your customers to choose their preferred method
Skills-based Routing, ensuring calls are routed to the best available agent
Queue Callback, allowing customers to choose a call back when it’s their turn
Interactive Voice Response (IVR) system to answer & redirect your customers

Why a Cloud Based Contact Center?

Cloud contact centers offer a modern approach to customer communication, replacing traditional, phone systems with internet technology. Often referred to as CCaaS (Contact Center as a Service), these platforms streamline all customer interactions.

CCaaS allows customers to connect through a variety of online channels, including phone and video calls, chat, email, and social media. This comprehensive approach ensures businesses can manage all communication in one central location.

A key advantage of CCaaS is its flexibility and cost-effectiveness. Unlike traditional contact centers that require significant equipment investment, CCaaS operates in the cloud. This eliminates the need for expensive hardware, making it a more budget-friendly option. Because the software is online, managing customer conversations becomes simpler and more efficient.

Finally, CCaaS allows contact center agents to work remotely, from anywhere with an internet connection. This flexibility benefits both the business and its employees.

Benefits of CCaaS

Our Contact Center as a Service package is full of features especially built to provide support to your ever changing business needs. Take a look at just a few.

Integration with Leading Tools

Our CCaaS integrates seamlessly with industry-leading platforms like Zendesk, HubSpot, and Salesforce to deliver a cohesive customer experience.

Robust Security & Compliance

We prioritize the security of your data with industry-leading protections that include compliance with GDPR and HIPAA standards. All certifications meet or exceed regulatory requirements.

AI & Automation Capabilities

Advanced AI tools ensure each customer experience is smarter, faster and more personalized. From automated customer support that resolves queries to AI-driven analytics.

Customer Focused

Designed to provide the best customer experience by allowing them to contact you in the way that is most convenient for them. Whether it’s through phone, email, or chat.

CCaaS Top Customer Features

Our CCaaS software is designed to provide your customers with a better experience by allowing them to contact you in the way that is most convenient.

Whether it’s through phone, email, or chat, we make it easy for customers to get in touch and have their needs addressed quickly and efficiently.

Below, you can take a look in more detail at just two of the customer favorite features our service offers, Skills-based Routing and Queue Callback. You can also discover why our CCaaS isn’t just great news for your customers but also for your agents and your supervisors!

Already convinced? Then simply get in touch with our Ohio based CCaaS experts for more information on how we can help you get started.

Skill Based Routing

The Right Agent, Right Away

Nobody wants to repeat their issue to several different people when they call customer support. Skills-based routing solves this problem. It ensures customers connect with the best agent for their needs, often by asking a few quick questions at the beginning of the call. This means customers only have to explain their situation once.

Skills-based routing can handle calls in different ways, like sending them to the next available agent, rotating through agents, prioritizing agents who are currently free, or intelligently matching customers with the most qualified expert. Each of these methods helps connect customers with the right person based on their specific questions.

Avoid the Hold Music, Get a Callback

Queue callback lets customers choose to receive a call back when an agent is available. This simple feature significantly improves customer experience by freeing up their time and reducing frustration. Instead of being stuck listening to hold music, they can go about their day and know they’ll be contacted.

Queue callback also benefits businesses. It dramatically reduces call abandonment rates, preventing lost opportunities and unhappy customers. Plus, it provides valuable data on customer behavior, allowing contact centers to optimize staffing levels and ensure they have the right agents available at the right time. This leads to a more efficient and productive contact center.

How Will Your Agents Benefit?

Your agents are the heart of your contact center. Our CCaaS platform is designed to empower them with the tools they need to excel in providing excellent customer service.

From intelligent call routing and personalized greetings to seamless call transfers and performance tracking, we provide features that boost efficiency and improve the customer experience. Let your agents focus on what matters most – providing outstanding service and support.

A key feature of our CCaaS platform is the Agent Dashboard. This centralized hub provides a one page clear view of all call activity, including queued calls, key performance metrics and essential customer information.

CCaaS Example

CCaaS Features For Supervisors

Our contact center as a service package has everything Ohio business supervisors need to watch what’s happening in real-time, learn from data and manage their teams effectively. We give them the tools they need to help their teams do their best and make customers happy.

Our Real-Time View lets supervisors see things like how many calls are coming in, how long people are waiting and how satisfied customers are. They can also set up alerts and triggers to notify agents if things get busy or calls are missed, so no one falls behind.

Comprehensive reports will show supervisors exactly what’s happening with customer interactions. For even more specific insights, they can use Custom Reports to focus on the information that’s most important to them.

Finally our recording library lets supervisors listen to any call. This helps them give agents feedback, make sure everyone is following the rules and provide targeted training.

Your Ohio CCaaS Experts

Our local team is experienced, trained and knowledgeable in all things CCaaS. We’ll work with you to assess your specific needs and find the perfect solution for your business.

Contact us today for expert guidance on optimizing your cloud contact center and improving performance and customer satisfaction.

Get your free personalized consultation & quote today.

Since 2002 TRP Communications has helped streamline phone systems and save money for businesses across Ohio.

Our Cleveland based team of technicians works with businesses small and large to develop the perfect system tailored to your unique needs.

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