Maintain Business Continuity During COVID-19 With a Distributed Workforce

If you’re struggling with agent shortages or simply need additional agents to support your team, Cedar Support offers onshore and offshore remote agent staffing.

• Easily ramp up or down to meet changing demand
• Reduce costs and liabilities of hiring full time employees
• Third-party certified for HIPAA, PCI DSS, SOC 2 Type 2, HITRUST CSF and GDPR

We leverage top, AI-powered cloud technologies so our well-trained, professional agents can provide you with quality customer experiences across every channel. Learn more about our Contact Center as a Service (CCaaS) platform here.

Long call wait times and high call volumes damaging your business? Let Cedar Support’s trained professionals handle your call overflow with our AI-powered Voice solutions.

• Inbound & outbound voice engines
• Intelligent ACD, skills-based and overflow call routing
• Predictive dialing
• Compliance-based dialing & control measures
• Built-in quality monitoring, recording & transcription

Give digital-first customers the seamless experience they expect while cutting costs with Cedar Support’s all-in-one, omnichannel contact center service. We proactively provide the best customer service by anticipating customer needs and seamlessly following up with them on their channel of choice.

• Full support for SMS, Chat, Bot, Social, Email & Web
• Seamlessly transition between channels with rich context at every step
• Initiate lead capture, sales qualification, appointment scheduling, product registration, sentiment feedback and other workflows

We know that a skilled and trained workforce is key to your success. We’ve streamlined our onboarding and training process to give you the best agents for your needs, fast.

When you sign up with Cedar Support, we will quickly identify your needs based on your brand, industry, compliance requirements and more. Then one of our experienced team managers will schedule a one-on-one video conference consultation to create custom training materials and agent scripting.

Our agents are custom trained for every client, allowing us to navigate the unique challenges your customers are facing and engage with them on a deeper level.

We have a track record of success providing support for a variety of industries, including:

• Healthcare
• Education
• Retail/E-Commerce
• Financial/Banking
• Government
• Commercial/B2B
• Insurance

We are a proven solution in heavily regulated industries and offer HIPAA, PCI, HITRUST, GDPR, FDCPA and TCPA-compliant communications.

As part of our custom training program, we’ll work with you one-on-one to develop agent scripting, ensuring that every communication is in line with your brand’s messaging and goals.

With our intelligent CCaaS platform, scripts appear automatically and prompt the agent in real-time. For required scripts, such as compliance items, the system forces the agent to affirm the script before dispositioning calls.

With our powerful, AI-driven live call guidance software, our agents will always know what to say and never forget their training.

How It Works:

During each call, the AI analyzes speech on both sides of the call in real-time and immediately prompts agents with scripts, resources and other critical information relevant to that situation. Scripting is fully customizable for your brand and procedures.

This means that our agents can respond to the most difficult questions your customers have, in your own words, for a consistent customer experience every time.

Our managers can track adherence to scripts in real-time, ensuring that agents are saying the right thing, in the right way, always. The AI even picks up things like talking too fast or slow, not listening enough or using non-compliant language, enabling our managers to coach and train to perfection.

Cedar Support makes it easy to keep track of agent performance with call monitoring, recording and reporting tools. We deliver on Service Level Agreements (SLAs) and track Key Performance Indicators (KPIs) to give you the intelligent insights you need to succeed.

With the Cedar Cloud CCaaS platform, managers and supervisors can log in to a simple browser interface to monitor agent calls in real time. In addition, managers can listen in, whisper coach or barge in and take over calls completely.

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

We can push recordings to your FTP location automatically or you can access recordings via REST API or the Cedar Cloud platform. You can give agents the option to pause recording mid-call or remove a user’s ability to turn off recordings, as needed.

Make smarter business decisions with Cedar Cloud Intelligent Insights.

Log in to 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.