5 min
Many call centers today operate on legacy technology and call center software that cannot keep up with communication between customers and businesses. A cloud contact center uses the latest communications technology and is a modern alternative to local call centers, as it offers many benefits to companies that want to continually meet and exceed service expectations of their customers.
If your organization still depends on the legacy technology of the call center you will have limitations in the system, you will not be able to add new channels (such as messages in the application, email, live chat or social networks) and you will not be able to easily update your basic routing structure of calls. You may have adopted one or two cloud solutions, but they remain isolated from the rest and cannot connect to each other.
How Your Company Can Benefit From A Cloud Contact Center
1) A Cloud-hosted Call Center Scales The Workforce Quickly
Unlike legacy solutions that require voice modules, I / O expansion cards, additional software licenses, or other add-ons, cloud solutions allow teams to instantly scale to meet the flow of customer demand. Do you need to operate a seasonal business? Quickly respond to the demands of your users? With a cloud contact center it is simple to add or reduce the number of agents as necessary. Also, there is no need to purchase additional software licenses that may be inactive, purchase unnecessary servers or storage, or add IT staff to support additional software. With a cloud-based call center system, organizations only pay for what they use.
2) Cloud Solutions Provide Reliability And Service Availability 24/7/365
Today’s cloud contact center solutions for businesses offer the highest levels of availability, reliability, flexibility, scalability and recovery from potential problems. Leading solutions host infrastructure in geographically redundant data centers and guarantee up to 99.99% uptime. To further increase overall reliability, data centers have highly trained experts who administer the system 24/7/365 and perform the latest updates.
3) Improve Customer Experience By Maximizing Agent Productivity
Switching between multiple applications and having to deal with outdated hardware can affect agent performance. But with modern contact center technology productivity takes a major turn. With advanced features like skill-based routing, call monitoring and predictive dialers; the call center software enables agents to offer better quality service. How?
a) Providing The Right Information At The Right Time
Clients often call the call center with frustrations stemming from past bad experiences. This can hinder the work of agents. And if they are forced to repeatedly switch between numerous legacy back-end systems and contact channels, it can lead to frustration, human error, duplicate effort, longer wait times, and higher average response, and ultimately low customer satisfaction.
b) Relating The Skills Of An Agent To The Needs Of The Customer
Customers now have the option to communicate with businesses in many ways, including web, mobile, live chat, voice, interactive voice response (IVR), email, and social channels. Furthermore, cloud contact center platforms act as a single hub for collecting and channeling customer data for analysis. In this way, they can use customer information based on behavior, demographics, and location to match the right agent with the right customer. This approach can help increase customer satisfaction while offering improvements in additional sales and cross-selling rates.
c) Placing The New “Agent Connected”
A cloud-based call center platform synthesizes all this information on a single screen, creating a new generation of “connected agent” that can offer the type of support that satisfies customers. Agents have access to knowledge databases available on corporate systems, as well as third-party cloud services such as Salesforce, Zendesk, and others. Additionally, screen pop-ups can help keep agents one step ahead of users by providing information on past purchases, billing history, and other personal preferences.
d) Assigning Agents To Channels That Best Match Their Skills
With a cloud call center, your company can automatically route customers to an agent based on their abilities. This capability can also increase productivity by helping to identify agent downtime and then intelligently schedule inbound and outbound calls based on availability. Organizations decide when active channels (such as voice) should take precedence over passive channels (such as email, messages, or social media).
4) The Call Center Software Guarantees Real-time Support
Service Quality Measurement (SQM) Group, a leading customer contact research and consulting company, found that 38% of users risk leaving their competitors behind if their problems are not resolved on the first call. Contact center solutions in the cloud enable agents to follow the entire thread of a customer’s journey from one channel to the next. This allows agents to serve users more efficiently and better solve problems in real time, or even anticipate their needs.
5) Experience Faster Deployment Of New Capabilities
With a cloud call center, capabilities can be added on the go, allowing agents to act immediately on new opportunities. Additionally, new sales tools and other systems can be easily tested before long-term deployment.
6) Recovery From Problems And Business Continuity
By housing all critical infrastructure and data in a remote data center, located away from potential outages, a properly designed contact center provides superior business continuity. And because the cloud works anywhere there’s an Internet connection, employees can use smartphones, laptops, tablets, or computers to access the call center from anywhere.
7) Strong Security Solutions That Protect Every Virtual Call
With a hosted cloud solution, companies have access to greater security measures to protect customer contact information and other data than with traditional facilities-based systems. A business telecommunications provider will host all customer data in secure Tier 1 data centers with strong security and a network managed by highly trained onsite engineering specialists.
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