Equip Your Contact Center for Success

Today, customers use different ways to contact their favorite brands. From voice to chat, email to social media, customers want a convenient way to reach companies in the channel of their choice. Mindsight team includes some of the most experienced and talented contact center engineers in the business. That’s why Mindsight was recently selected from hundreds of Cisco partners to market, implement and support Cisco’s Webex Contact Center, a cloud-based, analytics-rich contact center solution.

Whether you’re looking for an on-premise, cloud or hybrid platform, Mindsight can help you achieve your business objectives and deliver a solution that is secure, scalable, flexible and cost-effective. Mindsight holds both Cisco and Genesys partnerships, and our experts always place the customer experience front and center. Explore the options below so you can equip your contact center agents with the technology and tools they need to deliver a seamless experience every time – and help differentiate your brand from that of your competitors. 

Mindsight Contact Center Solutions

  • Cisco

    Cisco offers a cloud-based solution called the Webex Contact Center, formerly known as BroadSoft and CJP, as well as Unified Contact Center Express (UCCX), Packaged Contact Center Enterprise (PCCE), and Unified Contact Center Enterprise (UCCE) to meet the needs of businesses of all sizes.

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  • Genesys

    We support two distinct Genesys contact center platforms, PureConnect and PureCloud. Each is a complete, standalone solution, but they differ in deployment models. Genesys is known for its all-in-one, easy-to-deploy solutions that support agents in delivering superior customer experiences.

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  • Workforce Management

    Forecasting and agent scheduling, increased employee productivity, improved conversion rates and quality of service, improved agent retention, and decreased costs – get all the benefits of Workforce Management (WFM) with Mindsight

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  • Quality Management

    Drive conversions and improve performance with open, service-oriented call recording architecture. Mindsight customizes recording solutions, so you achieve the scalability, analytics, and reliability you need.

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  • Analytics

    Utilize near real-time analytics to deliver contact center operations’ insights that decrease agent attrition and increase business intelligence. Call reporting gives you the metrics to analyze and improve contact center performance.

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  • Cloud Contact Center

    Contact/call centers hosted in the cloud provide additional flexibility, scalability and convenience compared to on-premise solutions. Access a complete contact/call center platform without the challenges of deploying and maintaining infrastructure. 

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  • Contact Center Applications

    From reporting to recording, Mindsight offers a collection of contact/call center applications to supplement a Cisco or Genesys platform.

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  • Custom Development

    Mindsight has a custom development team on staff who can perform 3rd party integrations or developments as part of a Contact Center Roadmap.

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Mindsight Contact Center Services

  • Contact Center Roadmap

    Whether you’re considering a new technology or just looking to improve your current processes, our highly certified consultants and engineers can help.

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  • Managed Collaboration and Contact Center Services

    Mindsight can manage your unified communications, collaboration, and/or contact center environments so that you can dedicate resources to other priorities. With our Cisco Master Collaboration certification, you can be confident that our engineers will manage your environments accurately and efficiently.

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Ebooks and White Papers

Happier Agents, Happier Customers

In this white paper, we discuss ways to improve agent job satisfaction and show how a few proven strategies can make all the difference in enhancing customer experience in your contact/call center.

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Call Center Strategy 101

This ebook will empower you with the knowledge to establish baseline principles and policies designed to improve engagement, drive sales, and increase efficiency in your contact/call center.

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Call Center Strategy 102

In this ebook, we provide the concepts and insight necessary to competently manage the customer service side of social media while also discussing ways to leverage the skills of the marketing department.

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Mindsight Blog

Read the latest and most relevant technology news through the Mindsight blog. Our most recent contact and call center articles are below.

Contact and Call Center

  November 5, 2019 by Siobhan Climer, John Irey, and Kleid Gjataj 74% of U.S. consumers have contacted customer service by phone. In fact, it is the most-used channel, far more so than email or live chat. Yet over a third of U.S. consumers identify…

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Contact and Call Center, Data Backup / Disaster Recovery, Data Storage, Security

  October 22, 2019 by Siobhan Climer Metrics are the key for contact center management and customer experience leaders in identifying and reporting on overall performance. Here are just a couple: First Contact Resolution First Call Resolution Cost Per Contact Service Level Agreement (SLA) Abandoned…

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Cloud Computing, Contact and Call Center, Technology

  October 10, 2019 by Siobhan Climer, John Irey and Kleid Gjataj “Your call is important to us. Please wait on the line and your call will be answered in the order it was received.” If these words ring hollow to you, you are not…

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