Improve Communications & CX, Reduce Costs, Increase Security
communications Automation, VoIP, and AI
Automation and AI are transforming the way we communicate, and today's modern contact center is evolving toward a fully agentless experience. Esplicity can help you deploy the most advanced VoIP, Communications Platform as a Services (CPaaS), and Communications Automation Platform (CAP) capabilities with Generative AI to automate your inbound and outbound contact center interactions across voice, messaging, and social media. Deployed as a stand-alone solution or to augment an agent driven ACD (Automatic Call Distribution), or CCaaS (Contact Center as a Service) platform, today's Generative AI based CAP can automate over 90% of the typical contact center interactions and at a fraction of the cost. Integrations with CRM, ERP, or other systems are easily created and updated without programming expertise. Ancillary capabilities such as call recording for compliance, advanced call analytics, and CDP (Customer Data Platform) functionality both measure and help improve Customer Experience (CX) and call containment. Utilizing vendor-agnostic AI, Esplicity can help you select, procure, and deploy CPaaS and CAP driven communications to introduce automation into your contact center quickly and cost effectively.
Contact Center as a Service (CCaaS)
Today's modern contact center requires a modern CCaaS (Contact Center as a Service) platform to help agents interact with customers across voice, messaging, and social media in the most effective manner possible. Esplicity can help you select, procure, and deploy the right CCaaS for your contact center and take advantage of AI based intelligent queuing, training, reporting, call routing, and agent assist capabilities. Ancillary capabilities such as call recording for compliance, advanced call analytics, and CDP (Customer Data Platform) functionality both measure and help improve Customer Experience (CX) and call containment. Working with today's modern CAP (Communications Automation Platform), agents can more effectively address interactions that might be more challenging to automate, or are more desirable to have done by a human agent. Adding collaboration tools such as Microsoft Teams helps further modernize the connected enterprise, and contact center environment with confidence. At Esplicity our team can help you select, procure, and deploy the right combination of capabilities for your contact center quickly and cost effectively.
Contact Center Customer Intent Study and Call Analysis
The purpose of the Esplicity Customer Intent Study is to help prioritize which customer interactions should be automated first based on an analysis of agent call data. This methodology uses Generative AI to obtain insights generated from your own interaction data to identify and quantify high-value interaction automation opportunities that are aligned with the needs of the business and will have the biggest impact on ROI. At the end of the study, customers receive the following from their actual call data:
- Intent hierarchy: Table of intent categories and intents
- Intent analysis results: Number of interactions, average duration, and agent hours per intent
- Intent automation impact: Automation goal and savings expected per targeted intent(s)
Following a Customer Intent Study, a comprehensive Return On Investment (ROI) and Proof Of Value (POV) study is also created by Esplicity to identify the impact and advantages of automating the communications interactions using a modern Generative AI enabled CAP (Communications Automation Platform).
Product ROI/POV Analysis
Esplicity specializes in providing Return On Investment (ROI) and Proof Of Value (POV) studies for businesses and contact centers evaluating technology initiatives and vendor options. We can also assist with the creation and evaluation of RFI (Request For Information), and RFP (Request For Proposal) tenders. Our solution agnostic approach allows us to bring the most effective technology partnerships and deployment models to improve your communications, network, and IT environment. We work to understand your needs, analyze and present options, and help you choose and deploy the most effective solutions to improve and secure your communications, and reduce costs.
Intelligent Call and Compliance Recording
With the intelligence of Generative AI, call recording and compliance management capabilities can take your enterprise and contact center beyond a required function to help improve customer experience and provide valuable business insights. Our omni-channel recording and AI-driven analytics can help you understand more, saving valuable time, and helping your team operate more efficiently.
Security, Threat, and Asset Management
Today's contact center and communications environment requires focused and effective technologies to ensure security and reliability. Our team of experts helps you choose the most effective hybrid cloud, security, and asset management solutions to detect threats and protect your IT, and communications environment including the following:
- Managed Detection and Response (MDR)
- Security Information and Event Management (SIEM)
- Security Orchestration, Automation, and Response (SOAR)
- Security Operations Platform (SOP)
- User and Entity Behavioral Analytics (UEBA)
- Next-Generation Anti-Virus (NGAV)
- Endpoint Detection and Response (EDR)
- Mobile Device Management and Security
- Email Security and Management Platform
- Cloud Native Application Protection Platform (CNAPP)
- IT Asset Discovery and Management Platform
- DDoS Mitigation Services
- Hybrid Access Management and VPN
- Managed Zero Trust Network Access (ZTNA)
- PCI DSS Compliance Services
MICROSOFT 365, CO-PILOT AI, AND AZURE CLOUD
Adding collaboration tools such as Microsoft Teams to the modern contact center helps further modernize the connected enterprise, and contact center environment with confidence. Getting the most of your existing Microsoft 365 environment can help your employees and contact center agents work more efficiently and communicate better. Esplicity LLC is an Authorized Microsoft CSP Reseller and Microsoft AI Cloud Partner. Our team of experts can help you evaluate, deploy, and maintain Microsoft 365, Azure, Power BI, Power Automate, and CoPilot in a secure and cost effective manner. Our expertise with Microsoft Teams, Direct Routing, Operator Connect, and other voice and messaging solutions helps you add AI and modernize your enterprise and contact center environment with confidence. Our team is proficient in the use of Power BI and other capabilities to create custom dashboards and visually insightful graphics so that you can better understand and improve the performance of your contact center.
Internet, Voice, and Messaging Communications
Reliable and cost effective Internet, Voice, and Messaging are the foundational building blocks of business and contact center communications. At Esplicity we understand this eco-system and can help you put into place the most appropriate carrier, network connectivity, and ancillary solution providers to meet your needs. Our team of experts helps you choose the most effective solutions including the following:
- Internet, SD-WAN, MPLS-IP VPN, Ethernet
- Inbound Voice and DID Numbers
- SIP Voice, VoIP, and LD
- Toll-Free 8xx and 8yy
- Least Cost Routing (LCR)
- Network Peering
- SMS, Short Codes, and Social Messaging
- Cloud Fax Services
- Wireless 5G Internet and Wireless POTS Replacement
- Private and Hybrid Cloud
- Network Storage
- Content Delivery Network (CDN)
- Caller-ID and Reputation Management
- Digital Identity, Fraud Detection, and Trusted LNP
Network and IT
Esplicity is a certified Cisco Registered Partner and can bring networking and IT solution architects to assist with the design, procurement, and deployment of multi-vendor communications and data environments for your contact center. From networking and security to communications, our team can help you evaluate, procure, and deploy the most effective combination of capabilities from different solution providers for your organization including:
- Core and Edge Routers and Switches
- WiFi Access Points
- VPN and Security Devices
- Session Boarder Controllers (SBCs)
Managed Procurement
Esplicity can help you manage and consolidate your communications, IT, and security solution providers and vendors. Our solution agnostic approach allows us to bring the most effective technology partnerships and deployment models to improve your communications, network, and IT environment. We can simplify your procurement, reduce costs with lower pricing, and help make better use of your resources by aggregating your vendors and acting as your single source of purchasing for software, SaaS, IT, and communications technology.
PCI DSS Compliance Services
Having your location, network, and employees PCI DSS (Payment Card Industry Data Security Standard) compliant is a basic requirement for any company that handles or processes credit card information. Depending on the quantity of credit card transactions, how credit card data is handled, and whether credit card data is stored determines the specific PCI DSS requirements that your company will need to comply with. Esplicity can help you better understand these requirements, and achieve the needed compliance levels whether you have one location or many.
IT Installation and Support
Using a network of partners, Esplicity has the expertise to design and support custom IT, security, and communications solutions, and technicians available nationally to complete a quality installation, and ongoing site maintenance. With technicians available 24/7 nationally, customers get up to date information and real-time access for trouble ticket and field service dispatch management. Custom dashboards and visually insightful graphics and data may be created for your specific business and multi-site environment.