Securus
Sharpen is an always-on contact center platform built in the cloud, for the cloud. We work with established market leaders and assertive forward-thinkers to help them create transformative customer experiences. SharpenCX was the first CCaaS platform to move away from FCR (First Contact Resolution) as a success metric—it makes sense to us to assess agent performance on things they can control. One example of that is our new industry-leading metric called ACR, which stands for Active Contact Resolution, or Agent/Customer Resolution. Real Life. Share
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Description
About Securus
Securus is at the forefront of revolutionizing customer experiences through its cutting-edge contact center platform known as SharpenCX. Designed to operate seamlessly in the cloud, SharpenCX is always-on, ensuring businesses have the tools they need to excel in the digital age.
Partnerships with Market Leaders
Securus collaborates with both established market leaders and forward-thinking companies to help them create transformative customer experiences. By harnessing the power of SharpenCX, businesses can redefine how they engage with their customers, leading to enhanced satisfaction and loyalty.
Redefining Success Metrics
SharpenCX has pioneered a shift in success metrics, moving away from traditional measures like First Contact Resolution (FCR). Instead, the platform assesses agent performance based on factors within their control. An industry-leading metric introduced by SharpenCX is ACR, which stands for Active Contact Resolution or Agent/Customer Resolution.
Active Contact Resolution (ACR)
ACR is a groundbreaking metric that focuses on agent-customer interactions in real time. It provides valuable insights into how effectively agents engage with customers and work towards resolving issues actively. By prioritizing ACR, SharpenCX ensures that customer interactions are meaningful and productive.
Real Life, Real Solutions
Securus is committed to delivering real-life solutions that make a difference. Through SharpenCX, businesses can expect to achieve tangible improvements in customer interactions, driving meaningful results and creating lasting relationships with their audience.
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What our clients say about our work.
“We saved 20% over any other provider we were quoted”
We had a very unique set of connectivity needs and the team at Infrastructure Guides placed us in 10 data centers globally while simplifying our processes. We saved over twenty percent from any other provider we were quoted.
“IG helped us finish a migration project we started years ago”
We had an infrastructure to public cloud project that we were migrating over a number of years. Infrastructure Guides wrote us a new data center contract which allowed us step down our environment over time. They also got us express routes to limit our exposure to public cloud data fees.
“IG saved us $20,000 per month on our contract”
We had been with the same colocation provider for over 10 years and our costs were getting out of control. Infrastructure Guides helped us negotiate back to market rates, saving us over $20,000 per month without having to change a thing with our existing infrastructure.
