Global Excellence 2019

68 Acquisition International - Global Excellence 2019 Jan19317 24 Issue 3 2019 A brand of ccEvolution Ltd, MyCloudContactCentre provides a range of products and services to the UK Contact Centre Market. Following their success in the Global Excellence Awards 2019, we profiled the firm and spoke to the firm’s Director, Steve McSherry who provided us with a detailed insight into the secrets behind the company’s outstanding accomplishments over the years. Contact: Steve McSherry Company: MyCloudContactCentre Address: St Johns Chambers, Chester, CH1 1QN, UK Telephone: 0800 470 2159 Website: www. mycloudcontactcentre.com Powerful Technology for a Fraction of the Cost ince their inception in 2010, MyCloudContactCentre’s primary focus has been on the provision of hosted contact centre solutions to their customers. To support these solutions, is the dedicated team which has a combined experience of over 40 years working in the contact centre industry. As a result, MyCloudContactCentre’s solutions are supported by their wealth of knowledge and expertise, ensuring that their customers gain the maximum benefit from their investment. Going into further detail, Steve begins by providing us with an overview of the firm and the areas they specialise within. “Overall, we have a diverse range of different solutions to help businesses become more efficient and deliver high levels of customer service: MyCloudContactCentre is an all-in-one omnichannel contact centre enabling customer interactions on phone, email, chat, SMS text, and social through one tool. Consolidating all your customer conversations in one place, enhances the service you provide to customers while increasing engagement for your employees. MyCloudContactCentre is flexible, easy to use and features all the latest functionality, but the real difference to our competitors is that we’re one of the best priced options in the market. “All of our solutions are designed with the customer in mind, they are cost-effective providing a proven return on their investment, together with first-class support expertise.” Speaking of the customers, MyCloudContactCentre’s hosted clients fall into a range of different categories, as Steve explains. “We have small low-level outbound dialler customers who simply want to use our hosted system to make more calls via the phone to drive sales. Also, we have clients who are larger and use us to support all inbound interactions with their customers through a variety of different communication media such as web chat, email and social media. In addition to this, we have clients who utilise our hosted telephone systems to support their back-office users as well as the front office contact centre staff. All of our customers have access to our range of professional services which enable them to make the best of their solution.” Working behind the scenes to ensure that deadlines are met, and goals are achieved is the dedicated, passionate team of talented individuals who form the backbone of MyCloudContactCentre. When discussing S the internal culture, Steve is delighted to highlight the significant role the team play in the overall success of the award-winning firm. “Our staff are vital to the success of our business as we believe they are one of the key strengths we have. Our support team are targeted on providing our customers with the best possible service, and always focus first on solving customer problems, more than any potential charging for support. The same approach is encouraged with our sales, pre-sales and implementation resources as we believe strongly in the importance of the customer journey all the way from the initial contact to deployment and beyond.” Bringing the interview to a close, Steve signs off by revealing the exciting plans which lie in the pipeline for the firm, especially following their recent success in Acquisition Intl.’s Global Excellence Awards 2019, where they were awarded the accolade 2019’s Leading Provider of Contact Centre Solutions – UK. “Moving forward, we have taken onboard two new products for 2019 which we believe will ensure that MyCloudContactCentre will continue to expand and grow. We are particularly excited about our new omni channel contact centre platform from Daktela. They have had considerable success throughout Europe, selling over 7000 contact centre seats which we hope to replicate in this country as their sole UK partner. Although MyCloudContactCentre only launched the Daktela solution in January it has already begun to take off and we have already sold our first three solutions which are currently being deployed. “In addition, our new disruptive technology for handling telephone card payments within the contact centre will be a game changer for contact centres taking card payments over the phone and which we will market as MyCloudPayment. “Lastly, we are also planning to move into new corporate headquarters next month and take on board more specialists to help us support our growing customer base in 2019.” Jan19317