Contact Center
Contact Center for Omnichannel & Cloud
Customers expect fast, consistent service on the channel they choose. Netsync modernizes contact centers with cloud and on-prem options centered on Cisco Webex Contact Center, Unified CCE, and UCCX. We design voice, chat, email, SMS, and social with CRM and ticketing integrations, workforce tools, recording, and clear reporting. Our team handles carrier strategy, call flows, compliance, and day-two operations so agents deliver reliable outcomes from any location. For AI-driven automation and agent assist, see our AI Contact Center page.
Why Contact Center Matters
Rising volumes and distributed teams strain legacy platforms. You need a contact center that improves first contact resolution, raises agent productivity, and gives leaders trustworthy metrics without adding complexity or risking downtime.
Customers Expect Omnichannel:
Voice is only part of the journey. We connect voice, chat, email, SMS, and social so conversations move across channels without lost context. Queues stay balanced, wrap-up work is streamlined, and reporting shows what drives resolution and satisfaction.
Agent Productivity & Experience:
Efficient desktops and smart routing help agents focus on customers. We standardize call flows, dispositions, and screen-pops, align skills and hours to demand, and provide supervisors with real-time visibility so staffing and coaching decisions are based on data.
Quality, Compliance, & Insight:
Leaders need proof, not guesses. We deliver recording with redaction, quality forms, and coaching workflows. Dashboards track service levels, handle time, abandonment, and sentiment so teams improve training, staffing, and processes with confidence.
What Makes Netsync Different
Cisco-Aligned Platforms
We design and support Webex Contact Center, Unified CCE, and UCCX with direct integration to Webex Calling and CUCM. Your agents, supervisors, and administrators work in a consistent toolset with clear upgrade paths and strong vendor alignment.
Proven Migrations & Integrations
From legacy ACD to Cisco cloud or CCE, we map call flows, data dips, and reports, then pilot with real users. Integrations cover Salesforce, ServiceNow, Microsoft, and leading CRMs so agents stay in one screen and leaders see end-to-end performance.
Operationalized WEM & QA
We put workforce management, forecasting, and quality management to work with templates, schedules, and scorecards. Supervisors gain wallboards, alerting, and action plans that turn insights into better staffing and coaching.
Security & Compliance Built In
Identity, role-based access, encryption, retention, and PCI redaction align to your governance model. Runbooks document changes, exceptions, and rollback steps so day-two operations remain predictable and auditable.
Core Contact Center Capabilities
- Omnichannel voice, chat, email, SMS, and social
- CRM and ticketing integrations
- Routing strategies, IVR, call flows, and data dips
- Workforce management, forecasting, and scheduling
- Quality management, recording, and redaction
- Analytics, wallboards, and real-time supervision
- Carrier services, SBCs, and compliance alignment
- Hybrid and cloud deployments for remote agents
Why Customers Choose Netsync
Faster Resolution, Happier Customers
Omnichannel routing, efficient desktops, and clear workflows reduce handle time and repeat contacts.
Leaders Get Real Visibility
Dashboards and reports track the metrics that drive quality, cost, and staffing decisions.
Design, Delivery, and Support
From assessment to migration and 24×7 operations, we turn contact center goals into durable results.
Get Your Free Contact Center Guide
Explore proven designs, cutover playbooks, and KPIs for modern contact centers. Download the guide.
CONTACT CENTER KEY PARTNERS
Practices Involved
Customer Contact Center
Provide More to Your Customers
A Customer Contact Center offers clients a direct line of communication with your business and provides unparalleled satisfaction.
Explore More »Cloud Collaboration
Reduce Costs and Expand Capabilities
Cloud collaboration has never been more critical to organizations than it is today.
Explore More »Technology Consulting
Let Netsync Take the Lead in Modernizing Your Business
Netsync’s Services Practice and technology consulting team can lead you to sustainable modernization of your IT systems.
Explore More »Enterprise Networking
Scalable, Unified Networks that Provide Security and Flexibility
Netsync designs and implements enterprise-class networks for organizations of all sizes.
Explore More »Telephony and Voicemail
Large-Scale Deployments to Facilitate Collaboration
Netsync can source and deploy large-scale telephony solutions for enterprises, government agencies, and educational institutions.
Explore More »
