Accelerating revenue and controlling costs for UCaaS and SaaS providers

Accelerating revenue and controlling costs

CXM and BPO partners for the networked world 

Ours is a truly networked world. UCaaS and SaaS providers have become key connectors across our business and personal lives. They’ve changed not only how we communicate but also how we navigate products and services online.  As an integral part of the online ecosystem, successful UCaaS and SaaS providers recognize the need to focus on improved customer experience operations.

Connexus brings deep technology expertise across network infrastructure and business platforms.  We also act as a true extension of your team with value-added BPO services that can help you accelerate revenue, control costs and deepen relationships with internal users and customers.

How we partner with UCaaS and SaaS firms

Value-added BPO

  • Project management, provisioning and implementation services for UCaaS, SD WAN, Managed Firewall, Endpoints, etc.
  • Direct and channel order support
  • Customer satisfaction and experience management throughout setup

  • Multi-tier support
  • MACD
  • Application support
  • End-user helpdesk

  • Expertise and flexibility across UC, CRM, BI and other crucial systems
  • Proprietary platform to drive agent productivity
  • Consulting and professional services

Omnichannel Sales Services

  • Voice of Customer
  • Context analysis
  • Channel optimization

  • Pre-purchase product support
  • Product inventory sourcing
  • Upselling
  • Remarketing
  • Store-brand card programs

  • Customer callbacks
  • Inventory, shipping, etc.

Orders and Transactions

  • Offer to complete
  • Data validation and entry
  • Order change and cancellation
  • Bulk/Gift order entry

  • Shipping support
    (home delivery vs. in-store)
  • Call routing for retail locations
  • Product activation
  • Registration, warranties
  • Return / refund / rebate
  • Exceptions and recalls
  • Billing and delivery queries

Customer Support

  • Marketing / promotional / coupon audits
  • Consultation bookings
  • Social media monitoring
  • Review management
  • Tech support / helpdesk
  • Service support
  • Call escalation

  • Loyalty programs and subscription
  • Account info (balances)
  • Saves & retention

  • Resolution and callbacks
  • CSAT and NPS programs
  • Service recovery

Technical Support

  • Desktop / Laptop / Tablet
  • Mobile & App
  • Password management

  • PCI DSS Level 1
  • SOC2 Type 2
  • NIST standards framework
  • HIPAA/HITRUST

  • Cloud-based solutions
  • Virtual, on-premise and hybrid options
  • Onshore, Nearshore, Offshore & Gig solutions
  • BCDR
  • Fraud and alert monitoring
  • Carrier ticket management resolution and callback

Improving CSAT and reducing costs for a UCaaS leader

CLIENT CHALLENGE

A leader in managed IT, cybersecurity, network connectivity and UC hired a global Sourcing Advisor to support multi-tower transformation. The UCaaS provider was acquired by a private equity firm who emphasized cost optimization and process efficiencies, while also targeting aggressive growth.

The client needed a partner able to scale with their growth, while also optimizing CX workflows, better managing agent performance and reducing turnover. Connexus was selected to be the provider of choice for Customer Experience Management services after a competitive bid process.

SOLUTION

Connexus implemented a multi-shore solution that included project management, provisioning, support, and move-add-change-delete (MACD) processes. We leveraged nearshore resources in Hermosillo, Mexico complemented by virtual agents in the US.

  • Onboarded 85 resources in the first six months

  • Scaled to 100+ remote agents during the pandemic

  • Multi-phased hiring and training approach

  • UCaaS project management and provisioning

  • Managed services provisioning and project management

  • Direct and channel order management

  • Optimized workflow and BI tools to improve efficiencies and reporting

  • Implemented our proprietary J-Sync software to enhance agent monitoring and reporting to improve training and production

Results

32% cost savings
in year 1

+10 points CSAT improvement < 1 year

Improved transparency
through real-time agent
productivity tracking

Contact Us!

A heritage of market leadership and CX best practices