Better Customer Engagement Starts with Your Contact Center
Attracting and retaining customers is challenging in today’s competitive business landscape. The enterprise contact center is a critical, yet often overlooked service area that has huge impact on a customer’s satisfaction and desire to continue doing business with your organization.
Contact Center: Common Challenges
Separate systems for each communication method (call, email, text, and more), a result of point-solution investments without integration
A struggle to correlate data to evaluate the consumer journey, making it difficult to identify current system strengths and weaknesses
Customer complaints about call quality and routing, with no clear path to finding the root of the issue
Merger and acquisition activity leading to disparate, micro call centers using various systems and methodologies
Contact Center Challenges
Contact center consumer experiences can range from the positive, with quick and easy resolution, to the negative, resulting in frustration and ultimately customer churn. A multitude of interested departmental stakeholders - operations, IT, and the business - make investment decisions even more challenging.
Create a customer-centric contact center
Your evolving contact center must meet your business goals and growing customer expectations. Every investment you make in technology and personnel must positively impact the consumer experience to drive revenue for the organization.
Burwood’s Contact Center Maturity Model is a framework for understanding where you are today and what steps you should take to achieve tomorrow’s goals. Our contact center and cloud experts can help you navigate important considerations and ensure the best path forward for your contact center through our Contact Center Maturity Assessment.
Call Center
Basic, voice-based systems
Contact Center
Multiple communications channels
Customer Experience Center
Integrated channels and reporting
Are you a healthcare provider?
We have a customized maturity model for hospitals and health systems.
Check out our comprehensive maturity model guide that defines the attributes of each stage and prescriptive steps and features to work towards the next level.
Burwood Group, in partnership with Cisco, conducted a survey that targeted IT and information security leaders, as well as other company decision makers.
Enterprise Voice Solutions for the Hybrid Workforce
People work together in different ways, and your collaboration environment should reflect the unique needs of your employees. Today’s mobile, remote workforce relies heavily on enterprise communication tools for voice, chat, and content collaboration.
An Integrated Strategy for Voice, Video, and Apps
Voice, application, and video technologies must integrate to deliver a productive, innovative working environment. Unfortunately, legacy technology and user habits can prevent organizations from investing in these forward-thinking technology upgrades.
Burwood’s collaboration consultants and engineers have experience in evaluating user needs, departmental requirements, and existing technology investments to design future-proof collaboration architectures. We help clients through the full lifecycle of unified communications deployment, training, and management.
Voice, Video, and Applications Technical Expertise
Dedicated Customer Experience and Training Team
24x7 Unified Communications Managed Services
Take a Cloud-First Approach with Microsoft Teams
If you’re invested in Microsoft licensing, supporting work-from-home users, or thinking about the next steps for your voice infrastructure: a Microsoft Teams integration or migration may be right for your enterprise. Burwood’s consulting team includes experts in platform migration, governance, and adoption.
With exponential increase of hybrid workforce requirements, many IT leaders are considering cloud platforms to satisfy not only collaboration and video needs, but enterprise voice too. Microsoft Teams is a cloud-based platform that can provide all three.
To get our experts’ take on the pros and cons of the platform, check out our blog post: Microsoft Teams Strategy for the Enterprise→
Trending
Is Cisco UCM Cloud or Webex Calling Right For Your Move to Unified Communications as a Service (UCaaS)?
If you’ve decided on a Cisco solution but are still early in your UC journey, we’ve provided some guidelines to help you better evaluate your path forward.
Deliver Seamless, Secure, and Cost-Effective Communications with UCaaS
Burwood Group can help you...
Optimize infrastructure – create connected environments, moving from physical to software defined and hybrid cloud solutions, providing risk protection, time to market gains and cost efficiency
Modernize applications – build a digital platform for more efficient application deployment to unlock new revenue streams and enable faster customer outreach
Create better user engagement – streamline user experience and achieve team productivity gains with secure access to tools and resources
Today’s hybrid and remote work environments have led to a critical need for efficient communication and collaboration across organizations. Unified Communications as a Service (UCaaS) solutions deliver cloud collaboration solutions that enable users to seamlessly communicate regardless of their location.
Increasing Productivity and Improving Business Continuity
The new hybrid workforce is all about flexibility. With organizations relying on employees to conduct business remotely, business leaders must adapt to this new workplace environment by enabling seamless and secure interaction across communication channels and promoting the open flow of information.
Burwood’s UCaaS solutions help businesses combine email, instant messaging, video conferencing, and phone channels into a single suite of communication while increasing business continuity and employee productivity. With our experience in delivering UCaaS solutions, Burwood can help organizations of all sizes leverage managed cloud infrastructure to deliver a secure and flexible collaboration environment.
“Burwood Group project leadership skills helped assure a smooth rollout of our expanded videoconferencing capabilities, while their strategic perspective is helping us realize our vision of patient care and operational efficiency. We value Burwood Group’s insights into how videoconferencing technologies can be used to further clinical collaboration and improve patient outcomes.”
Make Video Collaboration Seamless
Video conferencing, video walls, and digital signage are high-stakes technologies with potential to impress or frustrate end users. Whether you’ve already identified your needs or want to explore options, identifying your key challenges and choosing the right technology partner are critical to system adoption and success.
Beyond the Video Conference Room: Comprehensive System Integration
Burwood Group is not a traditional audio-visual provider. We are a comprehensive system integration and consulting firm with experience in cloud, networking, security, data center, and unified communications. Our dedicated A/V consulting team draws on this deep background and resource bench to design Telepresence and A/V collaboration environments that seamlessly integrate with existing investments.
We support this technical expertise with end user training and operations teams to deliver end-to-end video services.
Network expertise to maximize existing investments
Security expertise to ensure infrastructure is protected
Support capabilities so A/V will work without the headaches
End user training programs to ensure long-term adoption
Broad expertise in communications outside of A/V
Manufacturing
Increase collaboration and productivity among your engineering, product, and marketing teams.
Financial Services
Attract younger customers and improve employee productivity with a digital collaboration experience.
Healthcare
Improve outcomes with a defined, clinical communication and collaboration strategy.
Higher Education
Transform the classroom experience with collaboration technology and distance learning.
Collaboration Partners
Burwood Group’s approach to contact center, voice, and video design is client-first. We partner with best-in-class manufacturers to provide options to our clients, and help with identifying the best solutions to integrate with and elevate your current IT infrastructure. Visit our partners page for a full list.
Does your collaboration technology support the new workforce?
Employee and customer engagement are critical to your revenue, and technology defines their experience. Contact Burwood Group to transform your user satisfaction and productivity today.
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As the nature of how and where we work changes, organizations everywhere will continually need to evaluate how they communicate and do business. Burwood’s Unified Communications as a Service (UCaaS) solution with Cisco gives you the flexibility you’ll need to quickly adapt to changing business needs.