Access4, a company that creates SaaS Unified Communication solutions for MSPs, has announced a strategic partnership with UJET, a CCaaS 3.0 cloud contact centre provider.
Access4 will now offer UJET's cloud contact centre solutions under the terms of the partnership to assist Australian businesses in unifying and enhancing the customer experience.
"The integration of UJET's ultra-modern cloud contact centre solution into Access4's award-winning SaaS platform SASBOSS continues the expansion of best of breed unified communications to Access4's product catalogue," says Access4.
Access4 will now enable hybrid environments for customers who require a breadth of cloud UC and contact centre solutions in the same environment with the same provider, thereby offering enterprises of all sizes a unique proposition in the ANZ market. This partnership also helps digitally-focused businesses adopt scalable, reliable, and secure customer experience tools, eliminating operational silos and creating more intelligent and natural customer interactions.
"It will be incredible to work with Access4, an organisation that shares our customer-first mindset and whose goals align with our own," says UJET vice president, Channel, Karen Bowman.
"We're proud to be partnering with Access4 and are thrilled to help them deliver on that shared vision by providing tailor-made cloud contact centre solutions into the growing ANZ market and greater APAC region."
Access4's partner network will have access to UJET's contact centre products and features, including a unique approach to an embeddable experience, enabling businesses to integrate support into their existing mobile experience fully. The new UJET Virtual Agent provides proactive, conversational AI to empower customers and contact centre agents.
"It is paramount that we help navigate our partners through the current business climate and identify 'born in the cloud' solutions to improve customer experience and operational efficiencies," says Access4 managing director, Tim Jackson.
"This partnership will offer a truly integrated solution for MSP's who want to unify their contact channels from separate queues to a single combined queue containing chat, calls, email and SMS. The offering will enhance the customer experience by allowing the customer to stay within the one app or website for support, sales or marketing needs."
Analyst firm, Ecosystm, found that 65% of business leaders in Australia rated improving customer self-service as a top measure to improve customer experience.
Audrey William, a principal advisor at Ecosystm, says, "Customer teams recognise the importance of meeting and engaging with customers on their terms. Fifty-four percent of contact centres in Australia are also focused on creating the right omnichannel experience, giving their customers the ability to switch between channels without needing to re-authenticate themselves seamlessly.
"There has been a rise in customer engagement through mobile apps and social messaging platforms. This highlights the importance of having data synchronised across all channels. UJET's cloud contact centre solution helps organisations innovate and lead with a mobile-first mindset, and that's important in this new era of customer engagement that we are living in."