Best Cloud-Based Contact Center Solution
Quickly lower the operational cost of your contact center, and dramatically improve customer experience and retention. FirstDigital automatically routes customers to agents with the right experience to help them—in every communication channel. And we do much more.
FirstDigital Contact Center
Transform your contact center into a strategic asset utilizing FirstDigital’s omni-channel predictive analytics, connecting your customers with the best available agent, lowering operational costs and improving customer service.
Outbound Campaign Manager automates outbound calls for sales and marketing.
Expert Collaboration and Communications utilizes embedded voice and chat capabilities through on-demand collaboration reducing first-contact resolution time, while enhancing the customer experience.
Enhanced Salesforce App catapults your CRM beyond standard screen pops. Navigate CRM data to provide agents rich contextual information for each customer interaction.
360° Customer Journey Analytics link and analyze the customer experience at each stage of the journey to improve customer service.
Workforce Optimization in a unified environment lowers operational costs through proper staffing and coaching tools.
Native Cloud replaces premise-based data centers with cloud-based applications.
Omni-Channel contact center combines voice, email, and chat communication in a unified environment providing seamless customer experience.
Predictive Analytics-Based Routing enhances big data analysis to understand your customer’s journey, predict needs and identify the top performing agents to deliver optimal results.
Unified Omni-Channel Solutions
Unified Contact Center
Centrally managed and administered ACD, IVR call recording, interaction history and CRM integration. Save time and simplify your workflow when all your contact center software and data is in a single cloud-based dashboard.
Unified Communications
Improve collaboration amongst agents, managers and back-office subject matter experts. During a customer interaction, an agent can pull in an expert to quickly supply a first response resolution. That can improve customer experience and retention.
Omni-Channel View of Customer Journey
Analyze real-time cross-channel customer interactions. Agents will see what has already been done for a customer in every channel of communication. That will help them improve their ticket resolution time—and respect the customer’s time better.
Performance Analytics
Pairs the customer with the optimal agent to best meet the specified customer need. Predictive algorithms automatically learn typical customer needs and help your agents satisfy those needs more quickly, without having to forward a call.
Omni-Channel Customer Interaction
Communicate via voice, web, email, chat and social media from a unified environment to increase customer engagement. Customers increasingly demand communication through non-voice channels. Quickly and efficiently capture and satisfy all their incoming requests with FirstDigital’s Cloud-Based Contact Center Solution.
From Our Blog
Why Contact Center Analytics Matter [Look at the Benefits]
A contact center can be a hive of noise and business. It’s easy to see employees working, but are they getting their job done well?…
What Is an Omni-Channel Contact Center?
Customer service and satisfaction are important to having a successful and growing company. Contact and call centers are a way that…
Reliable Redundant Worldwide Network
Industry-Leading Partners
To ensure that your cloud-based contact center solution is reliable, we partner with Cisco, Juniper, Sonus, Adtran, Ciena, VeloCloud. These major companies are experts in cloud communications and networking. Uptime is crucial for customer satisfaction, so we only work with the best to give you and your customers the best.
Tier-One Voice and Data Network
FirstDigital supplies every detail necessary to ensure that your contact center is efficient and strategically successful. For example, we can provide virtual direct inward dialing (DID, or DDI in Europe) numbers or integrate with your current DID numbers. We can also help you use the most reliable and economical call carrier for your needs. In summary, we provide:
- National/International DID/DDI Provider (Can Port existing DIDs)
- Our own Toll Free RespOrg ID and LRN
- Facility based CLEC and Regulated Carrier services
Technical and Operational Experience
We’ve been helping businesses with communication solutions for more than 20 years. Businesses trust us: we assist them with millions of calls every month. Our experience includes:
- 75+ years combined engineering experience
- Deployed BSFT/Cisco in 2001
- 500,000+ voice lines implemented
- 300+ million calls processed per month
- Predictive machine learning for routing every contact type
- Integrating all contact center software into one dashboard
Tier one voice and data network
White glove implementation with local support
Seamless integrations
Industry leading partners
FirstDigital Contact Center Benefits, Powered by Cisco
Improve business outcomes through increased sales conversions, revenues, retention, customer satisfaction, and first-call resolutions
Optimize the customer journey with analytics that tell you what is really happening and predictive analytics routing that anticipates customer needs
Globally deliver a consistent personalized customer experience by centrally queuing voice, email, and chat to ensure routing rules throughout contact centers
Reduce call abandon rates with a global queue that routes based on real-time data about call volumes, resource availability, and other variables
Improve performance across sites by centrally monitoring the business and operational performance of agents, teams, sites, systems, and partners in real time
Reduce administrative overhead by managing all contact center operations, resources, and interactions from a central command center in the cloud
Find the right Contact Center solution for your business.
Complete the form and a FirstDigital specialist will contact you to discuss the right contact center solution for your business.