Contact Center Solutions Built for Your Needs
The Customer Experience
New Era is in the business of helping organizations build a better customer experience.
- We draw upon decades of real-world Contact Center experience and start by identifying the outcomes you need. We work with you and curate the best Contact Center solutions, matching technology to your unique requirements and business outcomes.
- To identify the best option, you need a partner who knows the technology and infrastructure, and our team has delivered, hosted, and supported enterprise-class solutions for years.
- Our team can integrate with premise or cloud Unified Communications platforms, so you have a seamless experience with your voice solution today and tomorrow. But this is just the beginning.
Now we have the capabilities to deploy highly scalable cloud solutions natively designed for digital interactions – we bring our consulting mindset into our lifecycle approach, empowering our customers to transform their contact center from a reactive cost center to a proactive profit center.
Today’s customer is moving at light speed. Your business needs to meet your customer’s expectations.
We couple our deep experience in managing the largest solutions with an outcome based consulting mindset, helping you move forward at the right speed for you.
The Agent Experience
We have entire teams dedicated to our Workforce Optimization practices, and this practice strengthens our ability to deliver a holistic view of your organization and operations. With our experience in premise and cloud Workforce Optimization solutions, we can help make sure you’re developing your team into the most efficient, empowered team possible. For example, getting call surveys scores back to Agents and Supervisors in real time, in addition to meaningful historical metrics so you can see how your training and policies are moving the needle.
We back up your business up with some of the most comprehensive managed services offerings on the planet – from traditional break fix support to hands and feet across the US. Across the globe, we offer flexible Adoption Services that can help ensure you are getting the outcomes you need every day, not just at cutover. Multiple funding options, coupled with consumption models that include rate cards or service catalog, ensure you have the support you need to deliver big or small wins.
Virtual & Real Agents
Since 2020, New Era has had an OnShore Staffed Contact Center to help with your urgent and overflow capacity; we’re engaged with several large public initiatives to provide capacity – this helps keep our critical institutions running well. With our Business Process Outsourcing offering, we have a platform to extend your reach, and serve as a test bed for new ideas and approaches.
With the depth of our experience, we are one of the few partners who can help you preserve your investment in business logic by finding creative hybrid solutions that work for you, not just your chosen Solution Vendor.
Consulting and Discovery Practice
Outcome Based Discovery, Recommendations, and Monitoring
Customer Success and Voice of the Customer Practice
Embedded in our Lifecycle and Managed Services
Enterprise and Ultra-Enterprise Voice
Private Solutions with 99.999% SLA’s. Public Solutions with New Era Lifecycle Services
Secure & Stable Integrations to Support both the Premise and Cloud Components
Cloud Contact Center Migrations
Moving Your Business into the Next Generation Contact Center Platform
Natural Language and Machine Learning Models
Specialist in Discovery, Deployment, and Tuning
Lifecycle Support of Vendor Cloud Solutions
Flexible Prepaid Services Make it Easy to Respon to Market Pressures
Workforce Optimization Design, Integration, and Support
Full Inhouse Shop From Design and Build into our Adoption and Consulting Practices
Apria Healthcare is one of the nation’s leading providers of home respiratory services and critical medical equipment. Headquartered in Lake Forest, California, Apria serves 1.8 million customers a year across the country through 350 offices.
Kari’s Law and RAY BAUM’S Act require all enterprises using a multi-line phone systems in the U.S. (like those found in hotels, schools, and offices) to directly dial “911”, without any additional digit, prefix, ……
Contact Center as a Service
New Era Technology provides a full suite of hosted Contact Center as a Service (CCaaS) solutions that rapidly bring the best technology and customer services tools to your organization’s customer care team. By relying on New Era’s renowned technical team to deliver contact center applications, you can focus on delivering customer service and value to your clients.
Award winning partnerships