With the continuing rise of the cloud, large corporations today are no longer restricted to the existing capabilities of old-fashioned, on-premise contact centers.
Whether you’re looking to replace a long-time, on-premise call center facility or simply modernize its capabilities, your business can save money while benefiting from state-of-the-art customer engagement and performance enhancement features by leveraging the power of a global cloud-based contact center.
1. Keep Up-to-Date with the Latest Customer Engagement Technologies.
Ever read about predictions related to business that eventually come to fruition? When it comes to technology, some of these prophecies are already ringing true.
Case in point: By 2020, customers will expect companies to use multiple platforms, such as phone, text and chat, to keep them informed. Customers will also want businesses to ensure communications and the customer experience are consistent across these channels, according to Walkers’ groundbreaking Customers 2020 report, published in 2013.
What’s more, customers will have their own preferred channels of communication — they will based on factors like age, temperament and whether they are early adopters of new technology —and they will expect companies to allow them to engage through those preferred methods.
Today, most cloud-based call centers engage customers by offering full-featured, multi-channel communications. A university, for example, might improve its engagement with busy, smartphone-toting students by allowing them to manage registration and class changes by text. Meantime, a cable or satellite company serving customers of all ages and backgrounds might empower them to use the channel of their choice for booking appointments.
2. Improve Your Operational Performance and Flexibility.
A cloud contact center also offers customer engaging, IVR-enabled self-service features such as caller intent prediction, context continuity, in-queue callback, and dynamic adaption to caller behavior. A customer’s multi-channel interactions with the company are visible to call center and enterprise staff through a consistent dashboard interface.
When a call is sensitive or complex enough in nature to be routed to a live customer service agent, the agent can easily view the problem history and respond appropriately.
The information reported on dashboards can also be combined with data from other business sources to help organizations analyze aggregated information and uncover trends for improving customer service and other operational strategies.
Some global cloud-based contact centers also incorporate workflow optimization tools for maximizing call center productivity. These can include forecasting of interaction volumes and scheduling needs, together with multiple staffing scenarios and “what if” analysis. You might also find additional capabilities such as historical employee performance, productivity analysis and automatically initiated coaching.
3. Lower Your Overall Contact Center Costs.
To eliminate upfront hardware and software investments as well as the ongoing internal IT costs of on-premise call centers, some businesses prefer to leverage a cloud-only SaaS contact center housed on a highly reliable, secure and scalable platform such as AWS. For example, AWS provides robust services such as Amazon’s Virtual Private Cloud (VPC), Relational Database Service (RDS), Availability Zones (AZs) and S3 storage.
This type of soup-to-nuts cloud-based call center solution can also include built-in billing, provisioning and cost-efficient telephony.
On the other hand, businesses wishing to preserve their existing call center investments can add new, state-of-the-art features in a cost-effective way by pursuing a hosted approach instead.
With no additional IT expenditures, these corporations can take advantage of the latest technologies in areas like multi-channel communications management and contact center WFO on a pay-as-you-go basis.
Can your organization benefit by saving money on your call center while adding new customer engagement and performance enhancement capabilities? If the answer is “yes,” think about leveraging the power of a global cloud-based contact center on either a hosted or SaaS basis.