TrustCom Partners with QuandaGo to Deliver Cloud Contact Center and Process Automation Solutions to Swiss Market
Communications Solutions Provider and Services Firm Becomes Official Reseller of QuandaGo Cloud-Based Customer Experience Solutions
Rotterdam and Zug, June 29, 2020 — TrustCom, a provider of contact center, video, recording and voice biometry solutions, artificial intelligence and CRM for enterprises, today announced a partnership with cloud customer experience software provider QuandaGo. Under the new agreement, TrustCom will resell the complete set of QuandaGo customer experience solutions in the Swiss market, including omnichannel contact center, knowledge management and intelligent process automation. The two companies will also work together on joint marketing, sales, and support.
Today, TrustCom offers consulting and high-quality implementation services including professional video for sales and training, audit-trail compliant recording, speech recognition and voice biometry, artificial intelligence for automation of operational procedures, CRM and case management. The addition of the new QuandaGo cloud customer experience (CX) solution brings a modern, data-driven contact center solution to the TrustCom portfolio of solutions, as well as new and innovative process automation and self-service applications. This includes automating common contact center tasks to reduce costs, as well as applying automation to more complex processes and customer journeys that blend agents and artificial intelligence to improve decision-making and overall efficiency.
The new TrustCom offerings powered by QuandaGo include:
- Omnichannel Contact Center — Provides all the technology and tools to quickly activate a modern, dynamic cloud contact center. The cloud-based platform is built around advanced routing and management of omnichannel customer interactions with all customer data available in a unified agent desktop. For contact center managers and supervisors, the solution provides cross-channel visibility for reporting and analytics. This includes support for the full range of customer interactions channels, such as voice, email, social, mobile, web, bots, messaging apps, mobile apps, voice apps, and future platforms.
- Knowledge Management − Enables companies to bring together company-wide data, making it available in a single desktop for agents, as well as for customers in self-service. QuandaGo takes a purely open ecosystem approach, giving customers 100% flexibility when integrating to existing and future enterprise channels, apps, systems, and data. This includes data from CRM and ERP apps, document management systems, mobile apps, as well as any third-party sources via APIs − and Internet of Things (IoT) devices in the future.
- Intelligent Process Automation − Automates common tasks, workflows and customer processes − using business rules and artificial intelligence − to improve agent efficiency and value, and the overall customer experience. This ranges from automating common tasks like after call work and compliance checks to providing agents with augmented intelligence in the form of next best actions. Companies can also optimize more complex use cases with bots, including new customer on-boarding, payment and dispute management, proactive selling, customer churn management, and more.
“The TrustCom team has an unmatched depth of experience in contact centers and a proven track record for helping Swiss companies innovate the customer experience,” said Michel van Roon, Global Director of Sales at QuandaGo. “We’re excited to partner with their team of experts to bring the QuandaGo solutions to the Swiss market and continue our international business expansion.”
“QuandaGo is the optimal business partner for our Swiss customers. Its solution has a strong focus on agent usability and productivity. The solution scales perfectly from a few agents to several hundred or even more than a thousand agents in a multinational company,” said Jakob Hauser, CEO of TrustCom. “What we particularly like is the perfect integration of back-end systems in a uniform agent desktop together with a strong and flexible workflow engine, which simplifies the tasks of agents and thus massively speeds up the interaction time. This is a major cornerstone for satisfied customers.”
TrustCom is a young, innovative and ambitious company, which focuses on digitalization in the area of intelligent customer management. With consulting, conception, change management, system integration and operation up to contact center outsourcing services, TrustCom renews contact centers and makes them fit for the future. Email firstname.lastname@example.org or visit www.trustcom.ch.
QuandaGo is a cloud customer experience software company focused on contact centers, knowledge management, and intelligent process automation. Today, QuandaGo manages more than 100 million interactions for customers in the retail, BPO & services, utilities, financial services and communications industries. Email email@example.com or visit www.quandago.com.