The customer-facing environment is changing constantly, yet the core of every business is its customer relationships. Once upon a time, consumers only spoke to business representatives in person or on the phone. Today, they reach out on any number of platforms: email, phone, SMS, chat, social media, and whatever new platform becomes popular next. To add to the complexity, different consumer demographics use different channels, adding extra burden to sales teams from every industry and driving service providers to look for ways to simplify this growing communications concern.
Introducing: A new integration for seamless omni-channel CX
PortaOne has partnered with HELIOS to offer cloud PBX providers a cutting-edge omni-channel customer experience (CX) and engagement solution, seamlessly integrated with the trusted PortaOne platform. This new integration allows businesses to expand beyond traditional UC offerings, incorporating a full suite of digital communications—including webchat, SMS/MMS, social messaging, app messaging, email, voice, and video—all unified in a single-pane view.
HELIOS layers onto the existing PortaOne platform, using your current tech stack to minimize onboarding time and training costs. Employee productivity is enhanced by working on a known platform. Intuitive drop-down menus, dynamic help buttons, predefined templates, and “quick-copy” provisioning settings provide a simple interface to produce complex communications. Additionally, with webhook and API integration, customer contact workflows can be easily customized using drag-and-drop zero-code workflow management interfaces, eliminating the need for coding expertise.
Those providers who diversify their market share with reseller programs will be happy to learn that HELIOS is a fully brandable solution. Providers can offer white-label packages for their resellers. HELIOS is scalable, offering multi-tenant capabilities.
HELIOS’s omni-channel CX capabilities are already compatible with Salesforce, HubSpot, and Zoho, with additional CRM options available via the API. Connecting HELIOS to an existing tech stack allows companies to power up their engagement offerings, enabling real-time engagement and tracking—even after hours.
The platform provides powerful analytics to inform an enterprise’s outreach strategy and reach full revenue potential, and with its flexibility across channels, can make the most out of existing resources. For those seeking to further enhance their EaaS, HELIOS offers knowledge base features and the ability to integrate generative AI functionality through platforms like ChatGPT, OctoAi, Google Gemini, and Anthropic.
Beyond customer service, HELIOS’s powerful multi-channel platform is also ideal for non-customer-facing departments. Vendor management, marketing outreach, and business development can all be done with the same multi-channel interface, meaning that all engagement with the business can be done where stakeholders are most easy to engage. All teams can use the available analytics to optimize their strategies, whether it be communicating with long-established vendors and clients or reaching out to make new connections in the marketplace.
Bringing experts together
PortaOne believes in expert partnerships: bringing smart and experienced innovators together is the best way to create tools that help telecoms craft their own unique solutions for their customers. HELIOS was crafted in a collaboration between industry veterans at P2P Labs and CloudFon, who know from first-hand experience how challenging it can be to maintain excellent customer relationships in an increasingly complex world.
Together, they built a simple but powerful customer experience and engagement application to meet the challenge with the needs of the service provider in mind. With this new layered integration, HELIOS empowers PortaOne customers to adapt to their change market and create the services that enterprise and SMB customers are demanding – without having to piece together an overly complicated and inflexible patchwork of systems.
Now available in the Add-on Mart
If you would like to take advantage of this new digital CX solution, head over to the PortaOne Add-on Mart, where HELIOS is available as part of our value-added services offerings. If you need support, or if you are not yet a PortaSwitch customer, please contact our sales team. We’re always here to help!
