Many businesses are beginning to come around to the idea of a contact center that allows them to prove that their clients are important. Part of this comes from the rise of the cloud, which allows even small businesses to access a number of features that were previously too expensive. By using a cloud-based contact center solution, businesses are able to:
- Access intelligent routing and tracking services
- Easily improve the customer experience
- Find a middle ground between just using their existing private branch exchange (PBX) and purchasing a dedicated center
- Implement a center as an add-on to their UCaaS
- Improve collaboration between teams
Intelligent Routing and Tracking
New contact center technologies have made it easier than ever to be simple and cost-efficient, whether the business goes with a single agent or a full bank. This can include the use of:
- Intelligent queues
- Overflow routing
- Omni channels
- Self-help options
- Virtual holds
The cloud is what makes the difference between traditional centers and the new style, allowing calls to be assigned to single or multiple agents, whether they’re local or distributed across a wide area.
Improve the Customer Experience
Businesses are now looking to prove to the customer that their call is important, especially in an era where in-person interaction is becoming less common. Fortunately, these same technologies allow businesses to gain customer trust and loyalty in a way that is still cost-efficient and easy to implement and maintain.
The Middle Ground
The cloud has allowed a middle ground between a specialized — and expensive — contact center solution or using the existing PBX structure and often losing customer satisfaction. Businesses can now access cloud technology per user and per month, and easily integrate it into their existing system.
Centers as Add-ons
Most businesses already have UCaaS and their vendor of choice can easily help them upgrade to a contact center. Having a center as an add-on allows even smaller businesses access to the latest technologies and advanced features, such as:
- Analytics
- Call recording
- Integration capabilities
- Remote agent support
- Speech recognition
Collaboration
Supporting customers is one of the most important parts of running a business, but there’s an added benefit to using cloud UC as a center: collaboration between employees. Real-time instant messaging allows an employee on a call to ask for help from coworkers and get an answer quickly. The cloud can also enable a business to use its remote workers as remote agents, since the system will be accessible from any location. It also means that the service will be consistent no matter what center a customer calls into.
Implementing and maintaining a contact center has never been easier. Businesses no longer have to choose between their bottom line and the satisfaction of their customers, because the cloud allows for simple, cost-efficient technologies that can be implemented in an existing UCaaS. Improved customer experience and better collaboration between teams means a more efficient and competitive business — all at the click of a mouse.
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