Improve Communications & CX, Reduce Costs, Increase Security
VOIP and Managed Procurement
Esplicity can help you manage and consolidate your VoIP communications, IT, and security solution providers and vendors. As an Authorized Microsoft CSP Reseller and Microsoft AI Cloud Partner, Cisco Registered Partner, and with dozens of IT, communications, and security solution partnerships, Esplicity can make procuring, deploying, and managing multi-vendor environments easy. 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.
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.
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).
Professional Services for CAP, CPaaS, and AI Deployments
Esplicity can help you prioritize, then automate your existing communications interactions and business processes using the most advanced Communications Platform as a Services (CPaaS), and Communications Automation Platform (CAP) technologies using Generative AI. Power BI and other analytics can be added to create dashboards to better track, understand, and improve your containment rates and other inbound and outbound contact center interaction metrics. Business process integrations across voice, messaging, and social media incorporating CRM, ERP, or other systems are easily created and updated by our team. Ancillary capabilities such as call recording for compliance, UCaaS/CCaaS integrations, and CDP (Customer Data Platform) functionality both measure and help improve Customer Experience (CX) and improve automation. Utilizing vendor-agnostic AI, Esplicity can help you select, procure, and deploy CPaaS and CAP driven communications to introduce automation into your contact center or enterprise quickly and cost effectively.
Services for Security, Threat, and Asset Management
Esplicity can help provide the analysis, procurement, and deployment services for IT and device security to help keep your business or contact center safe. Today's contact center and communications environment requires focused and effective technologies to ensure security and reliability. Our team of experts helps you choose and deploy 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
Services for 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.
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.
Military spouse Program
Through partnerships with the military community and eco-system, Esplicity utilizes when possible the highly trained and motivated individuals that are part of our Military Spouse Program. This program was created to address the significant problem of military spouse underemployment, and enables a group of untapped, highly intelligent, motivated, resilient individuals with the opportunity to build continuity in their careers. Individuals that are part of this program are trained as CSMs (Customer Success Managers), Business Process Analysts, Customer Support Managers, and in other areas with specific skillsets that include Microsoft Power Automate, Power BI, Salesforce CRM, and other technologies. Esplicity is proud of the work that these individuals do, and to have them as part of our extended team.