Why Cloud Contact Center as a Service (CCaaS)?

Cedar Cloud’s Contact Center as a Service (CCaaS) technology reduces friction and customer churn by providing end-to-end omnichannel support on a centralized, easy-to-use, context-rich cloud platform driven by adaptive AI.

This means that instead of getting stuck in dead-end silos and passed around to different departments again and again until they give up, customers can get the help they need immediately, across any channel, without having to repeat themselves.

They can choose the best channel for their needs and get the same quality service, every time. Or even opt to skip live assistance entirely with self-serve chat bots and virtual agents, powered by automation.

And since all this is managed on one platform, customers can switch from chat bot to live agent to email and back, without missing a beat.

The result: Happy customers and (we hope) rave online reviews that bring you more even more business.

In times of uncertainty, maintaining business continuity is more important than ever. By transitioning to the cloud, you can prepare your business for emergencies and equip your team with the tools they need to work from anywhere.

Unlike other complicated contact center software solutions that require weeks to deploy, Cedar Cloud is designed to be simple, secure and flexible, enabling you to get your remote agents up and running faster, without sacrificing quality.

With just a simple browser interface, Cedar Cloud’s Contact Center as a Service (CCaaS) platform can help you drive efficiencies with powerful automations, enrich interactions with adaptive AI-driven software and deploy faster than ever with a platform built for and born in the cloud.

We do this through three key features: Voice, Digital and Native Process Automation (NPA).

Cedar Cloud Voice provides compliance-based dialing, inbound intelligent routing and real time analytics for smarter conversations with your customers.

• Inbound & outbound voice engines
• Automated Campaign Manager offers powerful automation rules to drive efficient, effective workflows
• CleanCall™ Hands-On Quarterback Mode delivers high volume calls while removing automated dialing capabilities
• Active control measures that aid in TCPA/FCC compliance
• Advanced security, multi-site redundancy
• Built-in quality monitoring, recording & transcription

Remote connectivity issues holding your business back? Reduce disruptions with Cedar Remote.

At any time, you can easily roll back to our emergency, no-UI phone option. Agents simply dial the control number from their home, desk or cell phone to log in, then use the touch-tone controls or speech recognition IVR trees to make, take and disposition calls. All call flows and routing rules still apply, handled in the background by Cedar Cloud.

Go beyond phone support and connect with prospects and customers on their channels of choice with Cedar Cloud Digital.

Digital provides AI-based secure forms, bots, SMS, payment options, reminders, consent capture and more, enabling your agents to provide all-in-one, seamless support, every time.

• Full support for SMS, Chat, Bot, Social, Email, Web
• Seamlessly transition between channels with rich context at every step
• Self-serve options with Virtual Agents, Bots and FAQ/Answer Bot Builder
• Engagement Studio allows creation of custom digital engagements to suite diverse business needs
• Initiate lead capture, sales qualification, appointment scheduling, product registration, sentiment feedback, and other workflows
• Do all this with clicks, not code

Have a legacy system? Leverage Cedar Cloud Digital on top of legacy platforms with Digital Overlay.

Lower costs and create automation-rich agent and customer experiences with Cedar Cloud’s sophisticated Native Process Automation (NPA) capabilities.

IO Workflow Engine – Workflow & Decisioning

The IO Workflow Engine gives you the ability to easily create complete end-to-end customer journeys, while keeping all collected data in context as channels are traversed.

Customer journeys can begin in automation (i.e. with a bot, IVR or Digital form capture), progress to live agent interaction, then return to automation — all in the same continuous interaction.

• Drag and drop workflows
• 70+ distinct automation actions (and growing)
• All work items pass through the workflow engine
• Tied to a campaign, independent of agents
• Handles not only IVR, but enhanced routing, bot hand-off and back-end API integration with other systems

IO Action Matrix – Dynamic User Interface (UI) Instrumentation

With built-in IO Action Matrix response management tools, you can create a wide variety of agent- and customer-facing digital forms without any programming. Proactively provide the best customer service by anticipating customer needs and seamlessly following up with them on any channel.

• Contextual agent scripting for chat, SMS, email, social and voice campaigns, driven by Cedar’s IO Workflow Engine
• Embed customer-facing forms on your site, including lead qualification forms, surveys, communication preferences and more
• Add “action” buttons to kick-off downstream processes, such as customer follow up
• 120+ distinct actions (and growing)
• Seamless omnichannel modalities help you streamline interactions and cut costs

Self-Serve Bot, IVR & Virtual Agent Options

Studies show that customers increasingly prefer convenient self-service options over live assistance, reserving live agents only for more complex problems.

As an add-on service, Cedar Cloud offers AI-powered Bots, Interactive Voice Response (IVR) trees and Virtual Agents, enabling you to lower live agent costs while providing a better experience for your customers.

Cedar Cloud makes it easy to manage your agents and business from anywhere with performance monitoring tools built right in. Plus, Cedar Cloud is third-party certified for privacy and security, helping your business stay compliant at all times.

Easily maintain team communications and help your agents succeed, no matter where they are located. Cedar Cloud gives supervisors full access to monitor and manage agent calls. Managers can listen in, whisper coach or barge in and take over calls in real-time.

Having a record of your agents’ calls is important for quality control, training and compliance.

With Cedar Cloud, you can push recordings to your FTP location automatically or access recordings via REST API or the Cedar Cloud platform. Give agents the option to pause recording mid-call or remove a user’s ability to turn off recordings with the press of a button.

Make smarter business decisions with Cedar Cloud Intelligent Insights.

Access the Company Directory dashboard to see what is happening with agents at any given time and track performance for key KPIs and SLAs.

Data from calls can be pushed to third-party systems of record for reporting and analysis or accessed by administrators via the Cedar Cloud platform. Managers can download over 25 different reports or run tabular reports, including visually pleasing graduated stacked bar charts.

At Cedar, security and privacy are a key focus. We have implemented a wide array of controls and safeguards in our code and processes to carefully protect customer data and support enterprises in their own compliance efforts. We are compliant with various security standards including PCI, GDPR, HIPAA, and HITRUST.

Our infrastructure is hosted and managed within secure cloud providers accredited for ISO27001, SOC2 and PCI level 1. Our security teams work tirelessly to ensure that best practices are followed to keep your data safe.

For more information about our security certifications, visit our Security page.