James Jeffrey

Cirrus Connects

Senior Solutions Consultant - CCaaS

Sep 2020 - Present

• Specializing in Voice over IP (VoIP) and other advanced communication technologies, I provide clients with cutting-edge solutions designed to enhance and optimize their communication infrastructure. My expertise ensures that clients receive the most up-to-date and effective technologies available in the market.
• Delivering innovative solutions and consulting services that leverage Cirrus's AI-powered platform, I strive to deliver exceptional customer and agent experiences. This is achieved through fully integrated omni-channel capabilities, purpose-built contact centre CRM, workforce optimization, and intelligent quality management, all tailored to meet the unique needs of each client.
• Leading projects from inception to completion, I ensure the successful implementation of CCaaS solutions. These solutions seamlessly connect tools, channels, and technology to deliver effortless customer journeys, empower agents, and boost productivity through automation, ultimately enhancing overall operational efficiency.
• Utilizing Cirrus's AI-enabled contact centre solutions, I provide clients with a single platform that integrates essential technologies such as CRM, WFO, analytics, and omni-channel support. This integration ensures a cohesive and efficient contact centre experience, enabling clients to manage their operations more effectively.
• Implementing Cirrus Copilot, an advanced AI engine, I boost agent performance with features like auto-summaries, real-time transcription, and next-best actions. This reduces wait times and provides customers with instant, accurate responses 24/7, significantly improving customer satisfaction and operational efficiency.
• Ensuring unparalleled resilience and security through Virtual Private Cloud and a full-featured compliance suite, I offer best-in-class flexibility, security, and reliability for all client solutions. This guarantees that clients' data and operations are protected and compliant with industry standards.
• Providing expert CX consultancy through dedicated Success Managers, I connect clients' CCaaS technology stack with tailored customer experience strategies. This approach maximizes the value of their contact centre solutions, ensuring that clients achieve their business objectives and deliver exceptional customer experiences.

Solutions Delivery Consultant

Sep 2017 - Sep 2020

• Focused on delivering tailored solutions to meet the unique needs of each client, I leveraged Cirrus's comprehensive suite of contact centre technologies to enhance service efficiency and quality. My role involved understanding client requirements and providing customized solutions that addressed their specific challenges.
• With expertise in VoIP and other communication technologies, I ensured seamless integration and delivery of services that met the highest standards of performance and reliability. This involved working closely with clients to implement solutions that enhanced their communication capabilities.
• Collaborated closely with clients to understand their existing systems, identify areas of complexity, and develop effective solutions that addressed their specific challenges and requirements. This collaborative approach ensured that clients received solutions that were tailored to their unique needs.
• Utilized Cirrus's omni-channel capabilities to connect conversations across phone, chat, text, video, email, messaging, and social channels onto a single, easy-to-use agent interface. This enabled agents to meet customers where they are and provide consistent, high-quality service across all channels.
• Implemented AI-driven automation to streamline repetitive tasks, freeing up agents to focus on meaningful interactions and improving overall customer satisfaction. This approach enhanced operational efficiency and allowed agents to deliver more personalized and effective service.
• Developed and maintained bespoke CRM integrations, ensuring that customer and interaction data from all channels and applications were synchronized to create centralized customer profiles. This provided valuable insights across the entire customer journey, enabling clients to make data-driven decisions.
• Provided ongoing support and training to clients, helping them to maximize the value of their contact centre solutions and achieve their business objectives. This involved offering guidance and expertise to ensure that clients could effectively utilize their solutions and achieve their desired outcomes.