Cloud Contact Center & AI
About
Cloud Contact Center & AI
“A positive customer experience (CX) can help improve customer retention and loyalty. It can also help convert customers into loyal brand advocates.”
~ Gartner Website, 2021
Analysts position CX as the crucial element that enables brands to survive disruption and in the past couple of years, businesses have doubled down on customer experience. The need to connect the customer experience via a series of touch points that also deliver real-time analytics is growing as customer expectations change. Cloud contact center services deliver automated functions that positively impact customer experience.
With an extensive portfolio of qualified service providers, relationships with high level management personnel within those organizations, a customer base that establishes significant leverage and practical experience, Ridge Innovative brings exceptional value as a trusted advisor who meets the needs of the enterprise to be agile and avoid risk in a highly dynamic environment. Whether your contact center is a team of 10 remote works or a large operation requiring advanced features, our proven approach removes the risk and delivers the success you need from both an operational and customer experience perspective.
Business Continuity
CRM & Workflow Integration
AI Solutions including sentiment analysis, IVR with speech recognition, natural language processing
Real time reporting & analytics
Multi-channel features & support, including voice, email, webchat, SMS, and social
Advanced ACD with skills based routing and/or customer journey based routing
Machine learning and data analytics
Workforce Optimization (WFO)
Workforce management (WFM)
TESTIMONIALS
What People Are Saying
“Nancy Ridge has been a trusted advisor to our organization since 2012. She has guided us through a number of RPP’s and successful project implementations for critical infrastructure including data center, SD-WAN, unified communications and call center solutions. Members of my staff, from the CIO to Director of IT to various techs have found Nancy easy to work with and dedicated to help them be successful. The process has always been thorough, guided by our stated objectives; both operationally and from a budget perspective. Nancy and her associates have proven themselves knowledgeable, flexible and patient. The on-going support has been the basis for our long relationship. In a highly competitive and dynamic industry, New Horizons has found Ridge Innovative to be a strong partner we will continue to do business with.”
Vic Emurian, COO, New Horizons
“I have worked with Nancy Ridge for several years and recommend her highly. Nancy has been very helpful assisting me in building my telecom services business which has grown steadily. Nancy has great followup and is always willing to jump in and provide helpful information and good ideas. Perhaps more important she has been an inspiration to me, helping me to achieve more in my business.”
John Ashley, CIO , PRMG