Contact centers are critical to delivering unparalleled customer experience and service. However, today’s economic headwinds compel business leaders to reduce the operational costs associated with contact centers without compromising on the quality of customer experiences. This calls for back-to-front modernization of the contact center with modern, omnichannel solutions. The inherent complexity and risk of business disruption pose barriers to such initiatives.
Persistent, with an automation platform and specialized contact center migration solutions, provides a tried-and-tested, risk-free modernization roadmap, starting with discovery and insights, planning and execution, automated provisioning, and onboarding of contact center agents and administrators.
Our contact center modernization solutions enable enterprises to transform their operations, significantly reducing overhead costs through automated agent desktops and workflows. These solutions are seamlessly integrated with business, ITSM, CRM, and communication systems across the enterprise landscape, further reducing risk of business disruption.
Products & Solutions
Provisioning Solution
Integrates with ITSM systems to auto-fulfill service requests, thereby simplifying the most complex day-to-day provisioning tasks to manage agent resources
Provisioning Solution for Amazon Connect
Connects with different IT and business applications to automate management workflows for contact center agents
Provisioning Solution for Genesys Cloud CX
Automates agent assignment and management through a workflow-orchestration engine
Provisioning Manager for Genesys Cloud CX
Automates and simplifies agent provisioning on the Genesys Cloud CX, including an inventory of users, phones, extensions, and configuration logs
Directory Manager
Maintains a viewable and searchable golden copy of agent information across multi-vendor communication platforms via a synchronization engine
Agent Skilling Manager
Monitoring, reporting, and remediation of drifted and non-compliant configurations that can be scheduled or executed on demand
Migration Solution
Streamlines and simplifies the process of migrating agent resources between source and target contact centers
Migration Solution for Amazon Connect
Helps enterprises accelerate migration from Avaya, Cisco, and Genesys to Amazon Connect
Benefits
- Opens critical bandwidth with automated administrative tasks automation and agent provisioning
- Accelerates migration from source to target systems through automated discovery, planning, and auto-provisioning
- Synchronizes management of agent information across multiple systems for greater efficiency
- Enables re-skilling decisions based on real-time inventory of agent skills
Why Persistent?
Product and Platform Engineering DNA
Decades of experience in co-engineering and modernizing products for Enterprise Communications and Contact Center Software vendors
Partnership Eco-system
Pre-integrated solutions from our partner ecosystem delivered and managed as a service for our customers
Culture of Continuous Innovation
Our outcome focused continuous innovations drives sustainable value for customers
Automation Native
We bring in full value chain of automation across engineering delivery & customer support as well as business functions and operations
Pivoting towards AI
We are recognized by industry analysts as a leader in Generative Enterprise
Partnership Eco-system
Pre-integrated solutions from our partner ecosystem delivered and managed as a service for our customers
Our Partnership at a Glance
News & Insights
Access our latest thought leadership and update on Telecom & Media.
Contact us
(*) Asterisk denotes mandatory fields