{"id":47658,"date":"2024-01-18T13:07:44","date_gmt":"2024-01-18T12:07:44","guid":{"rendered":"https:\/\/enreach.es\/blog\/uc-today-nos-reconoce-como-principal-proveedor-ccaas\/"},"modified":"2024-01-18T13:20:34","modified_gmt":"2024-01-18T12:20:34","slug":"uc-today-recognises-us-as-a-leading-ccaas-provider","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/uc-today-recognises-us-as-a-leading-ccaas-provider\/","title":{"rendered":"UC Today recognises us as a leading CCaaS provider"},"content":{"rendered":"\n<p>Being in the spotlight of collaboration and unified communications media such as&nbsp;<a href=\"https:\/\/www.uctoday.com\/unified-communications\/the-ccaas-platform-market-map-for-2024\/\">UC Today<\/a>&nbsp;is truly an honour. And this year, with a broad smile on our face, we can proudly say that we&nbsp;<strong>continue to be a&nbsp;<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/\">leading Contact Centre as a Service (CCaaS) provider<\/a><\/strong>.<\/p>\n\n\n\n<p>The digital medium uses a bird&#8217;s eye view map to&nbsp;<strong>highlight the key players<\/strong>&nbsp;in various areas of the&nbsp;<strong>telecommunications sector<\/strong>. Its analysis focuses on identifying the top providers in the UCaaS, CPaaS, CCaaS, SIP Trunk and other markets.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"872\" height=\"436\" src=\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/uc_today_mapa_mercado_proveedores_ccaas_2024.png\" alt=\"\" class=\"wp-image-47651\" srcset=\"https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/uc_today_mapa_mercado_proveedores_ccaas_2024.png 872w, https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/uc_today_mapa_mercado_proveedores_ccaas_2024-300x150.png 300w, https:\/\/enreach.es\/wp-content\/uploads\/2024\/01\/uc_today_mapa_mercado_proveedores_ccaas_2024-768x384.png 768w\" sizes=\"auto, (max-width: 872px) 100vw, 872px\" \/><\/figure>\n\n\n\n<p>In addition to identifying the market leaders, UC Today provides a personal assessment of each vendor,&nbsp;<strong>evaluating their value proposition<\/strong>&nbsp;and highlighting the aspects they find most commendable.<\/p>\n\n\n\n<p>Here are the four features highlighted for our Omnichannel Contact Centre\u00a0\ud83d\ude0a.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>1. OMNICHANNEL<\/strong><\/h2>\n\n\n\n<p class=\"has-background\" style=\"background-color:#dedef0\"><em>\u201cEnreach offers a&nbsp;<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\">comprehensive cloud contact center<\/a>, suitable for omnichannel communications. The company supports organizations in reaching their customers through web and phone calls, SMS, WhatsApp, and webchat\u201d. \u2013 UC Today<\/em><\/p>\n\n\n\n<p>As the article notes, our contact centre software is designed to allow agents to handle&nbsp;<strong>multiple channels simultaneously<\/strong>. By integrating these channels into a single dashboard,&nbsp;<strong>switching from one channel to another is a matter of seconds<\/strong>.<\/p>\n\n\n\n<p>These are the contact channels that can be managed within our customer service tool:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Phone calls<\/strong>, the most used channel by users. Our phone calls have the advantage of offering local and international numbers at a better price, as we are a&nbsp;<strong>business number provider<\/strong>.<\/li>\n\n\n\n<li><strong>SMS<\/strong>, an ideal platform for&nbsp;<strong>proactive sales or support strategies<\/strong>. Often used for marketing campaigns, appointment confirmations, notifications or order confirmations.<\/li>\n\n\n\n<li><strong>WhatsApp<\/strong>, the tool to attract younger generations. Its use as a contact platform between companies and end customers has increased significantly. Consumers increasingly&nbsp;<strong>prefer instant channels<\/strong>&nbsp;as they guarantee a faster response.<\/li>\n\n\n\n<li><strong>Email<\/strong>, the platform that demands more attention.&nbsp;<strong>Without opening the email application<\/strong>, you can compose emails and attach all kinds of files using predefined templates.<\/li>\n\n\n\n<li><strong>Webchat<\/strong>, the preferred instant channel for users browsing your website. Ideal for resolving urgent customer queries and&nbsp;<strong>directing them to the shopping cart<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>2.&nbsp;<\/strong><strong>USABILITY<\/strong><strong><\/strong><\/h2>\n\n\n\n<p class=\"has-background\" style=\"background-color:#dedef0\"><em>\u201cPlus, the various modules of the software allow businesses to personalize and automate workflows, configure settings, and manage accounts easily.<\/em><\/p>\n\n\n\n<p><em>Within the Enreach CCaaS platform, business leaders can find everything they need to track and manage customer conversations, including in-built statistical reports with advanced features.\u201d \u2013 UC Today<\/em><\/p>\n\n\n\n<p>Our Omnichannel Contact Centre offers various modules to manage schedules, extract recordings and configure accounts. In addition to these basic modules, there are&nbsp;<strong>four more advanced modules<\/strong>:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2.1 AGENT MODULE<\/strong><\/h3>\n\n\n\n<p>From this section, agents can&nbsp;<strong>manage their status<\/strong>, view<strong>&nbsp;ongoing and completed communications<\/strong>,&nbsp;<strong>respond to customers<\/strong>&nbsp;and have all the data about the customer (if registered) and the service: the&nbsp;<strong>contact channel<\/strong>, the&nbsp;<strong>service of interest<\/strong>, the&nbsp;<strong>URL<\/strong>&nbsp;they have navigated to, their&nbsp;<strong>UID<\/strong>, etc.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2.2 SKILLS MODULE<\/strong><\/h3>\n\n\n\n<p>This module allows supervisors to&nbsp;<strong>configure the skills of an agent<\/strong>, a&nbsp;<strong>queue<\/strong>&nbsp;or a&nbsp;<strong>group of agents<\/strong>, so that when a call comes in, qualities such as&nbsp;<strong>department<\/strong>,&nbsp;<strong>language<\/strong>&nbsp;or&nbsp;<strong>skills<\/strong>&nbsp;required to handle the request are taken into account.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2.3 SUPERVISOR MODULE<\/strong><\/h3>\n\n\n\n<p>From here the supervisor can see, depending on whether he is supervising calls or chats, a summary of&nbsp;<strong>current communications<\/strong>,&nbsp;<strong>extensions in conversation<\/strong>,&nbsp;<strong>details of queues<\/strong>&nbsp;and the&nbsp;<strong>status of agents<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2.4 STATISTICS MODULE<\/strong><\/h3>\n\n\n\n<p>This section allows you to analyse service levels by filtering by&nbsp;<strong>time period<\/strong>,&nbsp;<strong>extension number<\/strong>&nbsp;or&nbsp;<strong>specific agent<\/strong>. This panel is ideal for&nbsp;<strong>identifying trends<\/strong>&nbsp;and&nbsp;<strong>monitoring the service level<\/strong>&nbsp;of the contact centre at a glance.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>3. INTEGRATIONS<\/strong><\/h2>\n\n\n\n<p class=\"has-background\" style=\"background-color:#dedef0\"><em>\u201cThere are also options for leveraging integrations with CRM and other critical CX tools.\u201d \u2013 UC Today<\/em><\/p>\n\n\n\n<p>Our&nbsp;<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/integrations\/\">contact centre software&nbsp;<strong>integrates with over 100 CRMs<\/strong><\/a>, as well as&nbsp;<a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/inteligencia-artificial\/\"><strong>artificial intelligence<\/strong>&nbsp;and transcription tools<\/a>,&nbsp;<strong>smart routing<\/strong>&nbsp;and&nbsp;<strong>collaboration programmes<\/strong>.<\/p>\n\n\n\n<p>Among the most popular CRMs is&nbsp;<strong>Salesforce<\/strong>, from which we can manage&nbsp;<strong>inbound and outbound calls<\/strong>&nbsp;without leaving the tool. Among the features that streamline workflow, we highlight the&nbsp;<strong>automatic creation of a file<\/strong>&nbsp;when a call is received.<\/p>\n\n\n\n<p>Among the artificial intelligence and transcription tools, we integrate with&nbsp;<strong>CoverManager<\/strong>&nbsp;for the tourism sector, where we have the opportunity to&nbsp;<strong>add voice to telephone booking<\/strong>&nbsp;<strong>system<\/strong>&nbsp;and automate their registration.<\/p>\n\n\n\n<p>Intelligent routing tools include&nbsp;<strong>CURL<\/strong>, an application that allows us to connect to our customers&#8217; systems to know where to route calls, and&nbsp;<strong>Google Sheets<\/strong>, where we collect data for intelligent routing.<\/p>\n\n\n\n<p>Finally,&nbsp;<strong>we also&nbsp;<a href=\"https:\/\/enreach.es\/en\/business-communications\/microsoft-teams\/\">integrate with Microsoft Teams<\/a><\/strong>&nbsp;so that our customers can connect the virtual switchboard to the collaboration programme. In the end, without leaving the application, you can make&nbsp;<strong>internal calls by dialling your colleagues&#8217; extensions<\/strong>, and&nbsp;<strong>external calls by displaying your company&#8217;s header number<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong><strong>4. ARTIFICIAL INTELLIGENCE<\/strong><\/strong><\/h2>\n\n\n\n<p class=\"has-background\" style=\"background-color:#dedef0\"><em>&#8220;What\u2019s more, Enreach allows empowers companies to create self-service AI bots too.\u201d \u2013 UC Today<\/em><\/p>\n\n\n\n<p><a href=\"https:\/\/enreach.es\/en\/business-communications\/microsoft-teams\/#formulario\">Enreach Virtual Assistant<\/a>, or EVA as we prefer to call it, is the&nbsp;<strong>AI that sits within contact centres to free agents from repetitive tasks<\/strong>&nbsp;such as transcribing calls and answering FAQs.<\/p>\n\n\n\n<p>In addition to simple tasks, it is also able to&nbsp;<strong>automatically query a database<\/strong>&nbsp;to identify customers and recognise a reservation number to&nbsp;<strong>change the date of a flight, for example<\/strong>.<\/p>\n\n\n\n<p>To date, our AI has been able to resolve&nbsp;<strong>51% of customer service cases<\/strong>, freeing agents from handling 31,000 out of a total of 60,000.<\/p>\n\n\n\n<p>A perfect ally for agents, our EVA&nbsp;<strong>can also be<\/strong>&nbsp;<strong>used for internal training<\/strong>. By using ChatGPT, agents can write down their doubts and receive specific answers that can be found in&nbsp;<strong>product\/service manuals<\/strong>.<\/p>\n\n\n\n<p>If you would like to know how each section of our customer service software is&nbsp;<strong>configured and parameterised<\/strong>, or&nbsp;<strong>how to use&nbsp;<\/strong>the Enreach Virtual Assistant, request a free demonstration by calling +34 900 670 750 or writing to us in the chat below.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Being in the spotlight of collaboration and unified communications media such as\u00a0UC Today\u00a0is truly an honour. And this year, with a broad smile on our face, we can proudly say that we\u00a0continue to be a\u00a0leading Contact Centre as a Service (CCaaS) provider.<\/p>\n","protected":false},"author":1,"featured_media":47661,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[5112,3113,4176,5144,3838,3382,5247,5245,4220],"class_list":["post-47658","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-artificial-intelligence","tag-call-center-en","tag-ccaas-en","tag-contact-center-en-2","tag-integrations","tag-omnichannel","tag-telecommunications","tag-uc-today-en","tag-usability"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>UC Today recognises us as a leading CCaaS provider - Enreach ES<\/title>\n<meta name=\"description\" content=\"Being in the spotlight of collaboration and unified communications media such as\u00a0UC Today\u00a0is truly an honour. 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