Platform28’s Network Call Routing helps increase communication efficiency and maximizes CEX.

It doesn’t matter if your people are scattered throughout a building or the world, Network Call Routing gets your customers to the right person.

We are helping businesses unify and simplify their voice technology for best-in-class reliability and scalability.

Platform28 Network Call Routing helps organizations easily and cost-effectively unify operations across multiple locations that may be running legacy premise-based communications systems, by utilizing geo-redundant IP-based solution that ensures total security and reliability. Reliable, complete cloud communications infrastructure that runs at 100% availability.

At Platform28’s core, we want help your business increase business efficiency and functionality by streamlining communications and improving customer experience. Our technology runs one of the largest, most flexible carrier cloud contact center deployments in the United States, where they use our massively scalable technology to deliver core Call Center operations. Platform28 was built from the ground up and specifically designed to support businesses, telecos, and government operations by offering unsurpassed uptime, and has, for over five years and counting, supported over half a billion interactions a month across its more than 150,000 users.

Business Intelligence

You want a true 360 degree view of your customer. Our REST API enabled analytics, data viz dashboard and reporting tools will help your team understand how to connect to your customer and understand their needs.

Scalability

Our cloud-based architecture allows us to scale horizontally, without major IT hardware capital costs. So when you need more capacity, the Platform28 cloud helps your business match demand and scale — quickly.

Integration

Our REST API architecture lets all of your programs talk to each so that your business can serve your clients the way they expect. Integrate your CRM — Salesforce, or anything — with Platform28 and watch productivity soar.

Distributed Architecture

Our 100% carrier grade architecture makes downtime — planned or unplanned — a thing of the past. Never go down, never lose time, never lose business. Connect to multiple, synchronous servers with all your data at your fingertips.

feat-ico-self-service-ivr

Platform 28 Extensible Security keeps personal data personal while allowing temporary access to boost CEX

No private data is ever stored locally

All data processed by our platform is tokenized: broken apart, jumbled, and replaced with “non-sensitive equivalents”. With your clients’ sensitive data scattered and piecemeal it is of no use to anyone. The tokenized data is also then encrypted for extra level of security.

Plus, with Platform28 data centers, we offer a powerful data separation environment, where personal data is shared across several dedicated servers and is Always Active and accessible by your business with REST API. This works for dynamic or contextual data collected in-route while a customer interact with your IVR or specialists. In each of these cases the data simply uses the pipes we build to funnel the tokens separately, coming back together only to reveal pertinent info by right or privilege.

The important things to remember about Platform28 Extensible Security are:
  • Data processed through our software is not only tokenized (broken apart) and made hack-proof, it’s shielded by even more security measures.
  • PII (Personally Identifiable Information) is never actually housed within our software.
  • Information is collected, routed, used, and then it passes through our systems like it was never there.
  • The data is never actually stored together, if at all, and is simply accessed to help Customer Service Agents do their job optimally.

Platform28 Extensible Security will change your opinion of how secure the cloud can be.

feat-ico-intelligent-call-routing

Accuracy is everything, route calls fast and to the right people.

Intelligent Call Routing stops wasting your customer’s valuable time and gets them to the person they are looking for pronto.

Platform28 Intelligent Call Routing ensures the highest degree of accuracy in allocating inbound calls to the right agent at the right time. Pre-defined parameters can be set to enable the contact center solution to automatically route calls to the right agents, at the right time regardless of the agents’ location – especially important in the case of work at home agents.

Platform28 Call Routing supports:
  • Both plain or Hybrid (Queues + Skills) operation
  • Shared-agent pools
  • Allows fine-grained control in shared-agent pool scenarios.

Organizations can prioritize calls based on the length of time spent in a queue to ensure fair servicing of queues, resulting in improved customer experience.

Increase agent utilization and ROI with Platform28 Intelligent Call Routing.

filler

Customer service doesn’t stop or start with a phone call.

Multichannel Routing helps you connect with your customer from wherever they are.

For Multichannel Routing, target service is key. Taking into account customer communication preferences and sending them directly to agents who can help is the winner. Today’s customer knows above all else that their time is incredibly valuable and spending it waiting around isn’t good business sense. A company looking to interact with customers on their terms will deliver enhanced customer engagement.

Multichannel Routing, paired with CRM application integration will give your business up-to-date information on customer and on how to best drive customer satisfaction. We are built to integrate with anything with an API, including of course:
logo
logo
logo
logo

Providing the most up-to-date customer information to agents for superior customer service also means having a bird’s eye view of customers interactions with the company across all channels. With a notated customer communication preference and CRM integration, we help you have 360° views of the customer habits, needs and channels.

Multichannel Routing creates efficient customer service from any channel they prefer

filler

With Business Continuity you’ll never need to run in “emergency” mode.

When everything you do is built around Carrier Grade 100% availability, continuity is a given.

Using our Platform is like having access to thousands of back up generators that are always running and ready to fire up in a split instance. We say it and mean it here: No downtime ever — planned or unplanned.

Platform28 delivers business continuity features to organizations with the most demanding uptime requirements: government agencies, including emergency services, enterprise customers with 24×7 response times, and telcos.

Our multiple geographically diverse data centers, with N+1 architecture to ensure redundancy within and between centers, so scale up, scale down and never worry. And that means your business is up and running always: 24/7/365. Platform28 maintains real-time high speed syncing with dynamic routing and distribution rules.

At Platform28, we’ve had no breach in SLAs for over 5 years — continuity is a guiding principle.