Improving Customer Experience and Security with New Era’s Cloud Solutions for Leading Rental Company
A leading provider of site rental services in the United States with 100+ locations serving over 115,000 customers from coast to coast selected New Era Technology to implement a cloud solution to improve their customer experience and security. New Era Technology had formerly managed their premise environment and understood the leaders vision for the future.
Challenges
The project involved deploying the cloud solution to over 400 agents in multiple business units and aligning it with the client’s current technology environment.
Solutions
Webex Control Hub was embedded across the business, secured early adoption through an internal proof of concept, and integrated the contact centre with Calabrio and Salesforce.
Results
Delivered an integrated cloud communications platform combining calling, contact centre, digital channels, AI virtual agents and secure payment capabilities.
Improved Customer Experience
The client is committed to providing a premium customer experience to differentiate themselves and deliver on the promise of being easy to work with. The client’s strategy involves responding rapidly to opportunities in markets they serve while providing greater flexibility for engaging customer service. New Era and the client worked together to devise a phased approach to iteratively deploy improved experiences. Using Analytics to gain insight and inform the customer at every step, coupled with swift implementations, New Era is helping to deliver on this vision every day.
Cloud Solution Across Multiple Business Units
Coordinating the rollout of the cloud solution to over 400 agents across multiple business units. Another challenge included integrating the cloud solution with the client’s existing systems.
Unified Cloud Voice, Contact Centre and CRM
New Era tied Webex Control Hub into their entire organization before beginning the Cloud Voice rollout. New Era followed with a Webex Contact Center proof of concept for internal help desk and support teams, gaining critical buy-in and making sure the Customers support teams knew the solution before the rest of the organization started using it. New Era then integrated the contact center into two key solutions - the Calabrio workforce optimization suite and the customers Main CRM Solution - Salesforce.
AI-Enabled Cloud Contact Centre with Secure, Integrated Customer Experience Tools
New Era Technology deployed a cloud solution utilizing cloud calling, contact center, and digital channels. The solution includes virtual agents with conversational AI capabilities, along with integrations to Salesforce and Stripe.
Workforce Engagement, including an award-winning Workforce Analytics solution, helps ensure they can quickly gain insight into their Customer Experience. It was also critical that their payment handling was PCI compliant, secure, and accurate to ensure customer trust. This project included Webex Cloud Calling, Webex Contact Center, Webex Connect Digital Channels, Google CCAI Virtual Agents, and Calabrio Cloud Workforce Engagement Suite. New Era Technology also worked with the client to integrate this solution with their existing systems, including Salesforce, Stripe, and Zuora.
Frequently Asked Questions
A cloud contact centre improves customer experience by enabling faster response times, flexible engagement channels, and better visibility into customer interactions. It allows organisations to adapt quickly while maintaining consistent, high-quality service.
Integrating CRM and contact centre platforms gives agents real-time access to customer data, improving resolution times and service quality. It also enables better reporting and insight into customer journeys.
Let’s Build What’s Next—Together
Today’s challenges don’t sit in one category. Neither should your solutions. When infrastructure, digital transformation, and security work together, complexity fades and progress accelerates.