In an interview with CIO Applications, Steve Webster, CEO of Cirrus Response, shares his insights on the company’s value proposition and the industry-grade contact center solutions it brings to the table.
Please give us a brief introduction about your company.
Cirrus is an award-winning provider of omni-channel cloud contact center solutions with over 10 years of experience in using the best technology to deliver business outcomes and effortless customer experiences.
Cirrus’ CCaaS Solution makes managing contact effortless. Cirrus takes the technology headache out of day-to-day operations, helping you take advantage of artificial intelligence (AI) and the latest omni-channel features. We help organizations leverage the best AI solution available to deliver an awesome experience for customers; getting better results for less cost. At the point clients want to introduce agents into the customer journey, Cirrus then brings contact from voice, email, chat, SMS, video, social, Messenger, WhatsApp, app store reviews, and YouTube, and more into a single unified platform with a simplistic view.
Although Cirrus is easy to use, it’s incredibly capable. You can rest assured with our 99.999 percent uptime guarantee—5 state of the art data centers that work simultaneously delivering a 60-second Recovery Time Objective (RTO) promise. Clients can easily integrate with their systems using Cirrus’ suite of APIs, and it’s all backed up with best-in-class security.
What are some of the trends that you expect to have an impact in the contact center arena this year, and how is Cirrus leveraging them to evolve?
Today’s customers want an array of choice from their provider, and prefer to have options when it comes to how, when and where they communicate with their providers. They also want their issues dealt with quickly (first time resolution), in a personalized manner and without repetition. It all boils down to the overall customer experience.
Personalization starts with having a single view of the ‘relationship’ with the customer, and this is achieved through integration with a CRM system. The Cirrus platform integrates quickly and easily with any CRM system in the market. Our system consolidates from all current and future communication channels offering personalized customer routing based on CRM data. This enables data-driven decision making before the customer is delivered to a channel and an agent. Secondly, our CRM integrations automate tasks for agents, making sure all the customer information is available at their fingertips, offering a holistic view of the customer journey. This immediately increases the first contact resolution rates whilst reducing repetition and call handling time.
It’s crucial for today’s contact centers to be agile and adaptable to meet the ever-evolving market and consumer demands.
Cirrus’ true cloud infrastructure and open APIs make integration with any third-party vendor feasible. Therefore, with Cirrus, organizations are able to trial and deploy new applications quickly, at a low cost and at minimal risk to the organization.
Cirrus CCaaS, Omni-channel, and AI solutions offer organizations the chance to communicate with their customers over every channel, wherever, whenever on one central system
What are the challenges your clients face in the contact center space, and how is Cirrus effectively addressing them?
The challenges most CIOs face in the contact center arena is having the ability to extract insightful data via analytical reporting, having a reliable and future-proofed infrastructure that supports an always-on customer base as well as the ability to integrate with any third-party systems.
As technology continues to evolve and consumer’s demand for more channels increase, the need for reporting is really greater and CIOs are finding it difficult to consolidate data and gain high-level insights into the overall performance and operating costs of their contact center.
The Cirrus platform addresses these reporting issues, all our reporting suites come as a standard component for all our solutions and offers best-in-class reporting functionality. Every report is delivered on a per second basis and is replicated across our five data center architecture at optimum speeds of 0.1 seconds therefore in real-time it is quintuply assured. Organizations have visibility and complete transparency on every aspect of an organization's interactions without data loss or service downtime.
The vast majority of CIOs are still striving for the digital contact center on par with the need to integrate technologies to support the customer of the future.
We address integration issues by encouraging organizations to leverage our connected technology stack without restrictions. We have open APIs that integrate quickly and easily with any website, CRM, back office application, over 30 apps (such as email, social and chat) workforce management, speech analytics, and payment systems. Cirrus’ ease of integration means CIOs can reduce costs that would normally happen with integration projects whilst simultaneously benefiting from increased efficiency and maximum opportunity to continuously innovate.
CIOs are also always looking for a robust, reliable infrastructure with services available 24/7, with no downtime. Cirrus has been addressing infrastructure reliability issues from the outset. Cirrus provides a 99.999 percent service level guarantee, and the Cirrus Cloud service has achieved a 100 percent service uptime since January 2014.
Kindly shed some light on your contact center software on the basis of its methodology, features, and benefits involved.
We follow an agile approach to our product development roadmap to ensure we are flexible, and have adopted agile development methodologies to be both customer and market-led. If there is demand in the customer base for new services or features, Cirrus makes plans to develop and put it on the roadmap that is revised on a quarterly basis.
Cirrus’ agility means that organizations don’t have to worry about the future of their contact center. It doesn’t matter what third-party systems they are working with, what out of the box functionality they require, or if a feature isn’t on the roadmap, Cirrus will always cater to our customers’ demands.
What are the strategies employed by Cirrus to thwart the market competition, and the distinct features that give it a competitive edge?
There are a number of areas that give Cirrus a competitive edge, including an unrivalled RPO and RTO, our ability to integrate with any third-party systems, and the ability for customers to have a choice of the communication channel. Cirrus CCaaS, Omni-channel, and AI solutions offer organizations the chance to communicate with their customers over every channel, wherever, whenever on one central system.
What does the future hold for your organization?
Cirrus will be releasing a new addition to our already packed Voice platform. This product will be called CirrusTranslate, it enables two people who speak different languages to converse on the phone, by providing an automated, on-demand translation service.