Customer satisfaction and ensuring that your customers have a great experience every time they contact you should be a top priority of every business. Even if you have an existing Call Center service in place, every business should investigate Cloud Contact Center, which takes customer experience to the next level.
While Call Center is focused strictly on incoming and outgoing voice calls, Contact Center solutions greatly improve the customer experience by allowing you to interact with them in multiple ways, including voice, e-mail, chat, text, and website interaction. Along with the redundancy and flexibility benefits inherent with Cloud-based solutions, other key Cloud Contact Center benefits include:
Versatility
While cloud-based solutions are easy to set up and use immediately, they also enable greater agent versatility. The solution offers data and processing capabilities on an on-demand basis, enabling brands to staff agents from virtually anywhere in the world and thus provide 24/7 customer service. Hosted solutions allow agents working across multiple contact centers or any other location to work together effectively, providing brands with greater flexibility and maximum efficiency all at once.
Scalability
The on-demand nature of cloud solutions allows true scalability for companies when needed. For example, when contact centers experience a larger volume of cases than usual (such as during peak holiday periods), additional agents may be employed as needed to keep up with demand, allowing for unlimited scalability.
Efficiency
The intuitive interface empowers Agents to handle customer data across various channels and helps them resolve cases with greater precision. Features such as ACD, IVR, and prioritized callbacks also save agents time, while efficient routing matches customers with the most qualified agents for optimal customer experiences.
Availability
With cloud-based contact center, your system and customer data live in the cloud. This makes systems and data securely, globally available anywhere at any time — which helps you navigate regulations on data privacy, avoid potential regional hardware outages, and ultimately, better serve customers wherever they are.
Security
Cloud solutions offer the tremendous benefit of enhanced security. For example, hybrid cloud solutions give brands the flexibility of securing sensitive data in a private cloud while storing less sensitive data in a public cloud at a reduced cost.
Business Continuity
Cloud solutions typically offer stronger disaster recovery functions than on-premise solutions. When outages occur due to natural disasters or any other disruptive events, on-premise solutions are usually not well equipped to handle them and business workflow is impacted. However, cloud solutions enable continuous operational functionality, such as allowing agents to connect to customers through mobile devices when connectivity is compromised during disruptive events.
Lower Costs
Cloud solutions are highly cost-efficient, as they reduce significantly the upfront costs that on-premise solutions normally require. You don’t have to purchase, maintain and upgrade expensive systems and equipment, as you do with traditional data centers and on-premise hardware and software. You can use those funds instead to immediately develop new enhancements to your customer experience.
When companies are able to staff skilled agents around the world 24/7 who work with greater efficiency, superior customer experiences are the natural result. Customers will notice and appreciate the efficiency of a business that handles their cases with ease and saves them time. Agents also feel empowered when they are able to work under versatile conditions that drive their efficiency, enabling them to deliver greater customer experiences.
Advantage works with dozens of Unified Communications and Contact Center providers around the world. We will assess your needs, design an appropriate solution, solicit and evaluate providers and manage the implementation if you move forward with one of our recommendations. Contact us to learn more.