The customer experience has been on the forefront of business decisions for several years, and the competitive advantage that companies can gain by putting customer preferences first is compelling. But companies are beginning to consider the ideal user experience, and in order to achieve excellence, they are using the integration of unified communications as a service (UCaaS) and contact center as a service (CCaaS).
Benefits to External Customers: When the rich communications features of UCaaS are integrated with the conveniences found in CCaaS, the benefits are clear. Contact center agents are no longer forced to toggle between different applications to assist customers. They can see entire conversation histories with each customer, no matter if each phase occurred over email, text, voice call, or in chat.
In addition, when companies use an integrated UCaaS and CCaaS solution, customers find that their requests are fulfilled more quickly. A contact center agent that requires assistance from a colleague in another department can be assisted without requiring a call back to the customer or, in some cases, even placing the customer on hold.
Benefits to Internal Customers: Your team will find that an integrated approach to UCaaS and CCaaS makes their job easier and more rewarding. Contact center agents are able to assist customers quickly and conveniently, and automated features make it easy to route callers to the correct department, eliminating unnecessary redirecting of callers.
These types of tools also increase the satisfaction of your agents. With automated assistance, they will be able to allow the system to answer routine questions, saving their talents for more complex, interesting cases.
Through integration, your team will function at a higher level of productivity and satisfaction. From shared workspaces to video conferencing and other collaboration tools, decisions will be made more quickly. The removal of communication bottlenecks allows for projects to move forward at an increased pace.
Many UCaaS solutions offer a status indicator, allowing coworkers to know whether an individual is available, in a meeting, or wanting to work on a task without interruption. Team members no longer need to wait for a voicemail or email to receive a response; if their colleague is available, they can quickly resolve an outstanding issue.
The Ideal User Experience: Companies are quickly expanding out from simply prioritizing a better customer experience and seeing the benefit of a broader goal of an ideal user experience. As the competition heats up for customers, companies must use those same strategic approaches to attract and keep the best talent.
To learn more about what an integrated UCaaS and CCaaS solution could do for your company, contact us at Cloud Source. We can help you determine the types of benefits you would see in your day-to-day business processes and, ultimately, the user experience.