If you’ve heard a lot about cloud contact center services lately and think it might be a passing fad, consider that many organizations are approaching this as a long-term solution. If you’re already using a cloud contact center, now might be the time to rethink your use of it and maximize its value to your organization.
Customers Want More Options
While the phone is still a vital resource for consumers that need assistance, the vast majority of them prefer multiple communication platforms today. According to the Harvard Business Review, a study of nearly 50,000 shoppers shows that they want an omnichannel strategy. If you’re attracting a younger target audience, this access to multiple channels is even more important.
But what about managing all that data? Can you possibly make heads or tails of it when it’s coming from so many different sources? This is part of the magic of working with a cloud contact center — you can integrate and get a more centralized view of the data without all the headaches.
Integrating Platforms
If you’ve ever been in that endless loop of transferred calls, explaining your issue to person after person who is unable to assist you, you know how quickly you want to give up and take your business elsewhere, if that’s even an option. The majority of consumers today want their contact center professionals to work behind the scenes to ensure this inconvenience doesn’t happen to them.
Cloud contact center professionals integrate platforms that make it easy to allow data to flow between the unified communications as a service (UCaaS) and contact center as a service (CCaaS), which means there is a total alignment of all involved parties. The visibility is all there, so communication can’t be hampered.
Automated Advancements
Partnering with the right cloud contact center means you’re getting some of the latest advancements, including automation. Rather than having agents tasked with menial and manual minutiae, automation steps in to take care of it for them. For example, chatbots are widely used today to handle some of the simpler, more basic inquiries that can easily be handled by chatbots. That’s just scratching the surface. There are numerous automation advancements on the market today that bring a host of efficiencies to the forefront.
Need some assistance with cloud contact center technology? At Cloud Source, we are a trusted advisor bringing comprehensive project management to our valued clients. We deliver superior customer support and ongoing guidance. Learn more about our technology lifecycle management process by contacting us today.