Enriching the Customer Experience with Cloud Contact Center Solutions
Advancements in communication technology have changed the way customers want to communicate with brands. Hence, it has become unavoidable for businesses to adopt these technologies and provide an omnichannel to communicate. Migrating to cloud contact center solutions resolves their challenge and helps enhance the customer experience they provide. The bandwidth a cloud contact center solution can offer for enriching customer experience is immense.
Seamless customer experience
Customers wish to communicate with businesses the same way they chat with their family and friends. With an effective cloud contact center solution, customers can be supported with their choice of communication channels and make them feel at home. It makes it easier and simpler for them to get in touch with you.
Cloud contact center solution enables your customers to connect over a phone call, voice call, video call, email, chatbots, voice bots, instant messengers, and social media platforms. This omnichannel connectivity is a reliable way of keeping your customers engaged with your brand.
Supports work from home agents
The pandemic has changed the way businesses operate. The number of agents working from home has skyrocketed. With traditional on-premise contact center solutions, supporting work from home agents is challenging. Cloud contact center solutions help overcome this hurdle with ease. Technology enables agents with the flexibility to work from any device, browser, and location.
Cloud contact center solutions offer excellent scalability to businesses without having to worry about operational overheads. With work from home agents in place and quick expansion of cloud services, companies can rest assure continuity is in place. Customers who rely on continuous availability will be delighted. The same-day set-up feature allows you to install the application immediately. You can have your call center and agents working from home up and running within 24 hours.
Complete data security
Data security is one of the top concerns for clients, businesses, and agents. Cloud contact center software provides enhanced data security across all channels of communication. Data centers have to adhere to strict information security protocols. Following third-party data security management systems’ guidelines gives a unique proficiency to keep your organization and customers’ data private and compliant.
Advanced analytics
Cloud contact center solutions are powered by the latest technologies like artificial intelligence and machine learning. Advanced analytics show customer support teams’ performance, fine-tuning the work process and deriving more competent business strategies with these modern technologies. The management can provide immediate feedback and improve the customer experience. The data-driven cloud contact center solutions enhance customer support and service, compliance, and sales.
Omni channel communication
Cloud contact center provides you with the flexibility to connect with your customers. Social media platforms, chatbots, voice bots, and instant messengers change how customers want to communicate with brands. The traditional method of telephoning the call center is gradually showing replacements with these new methods of communication. Customers would find it delightful to connect with you through different means. A cloud contact center solution lets you rapidly include these channels. Supporting and maintaining these channels are also simpler with cloud contact center solutions.
Increased reliability
Cloud-based contact centers offer excellent reliability as they can aggregate tens of thousands of customers’ requirements. Since contact center APIs are cloud-based, they connect calls through agents worldwide using geographically-distributed data centers around the world. Optimally routed calls reduce latency and provide the highest quality experience.
Less waiting time
When customers reach out to a call center, the agony of a complicated menu and the waiting process is daunting. This experience can be off-putting to customers, and the chances of migrating to the competition are high.
According to reliable surveys, more than 75% of customers refrain from re-purchasing from a particular brand because of poor service experience. Around 33% of customers agree that organizations fail to provide good customer service. A long hold time and waiting time are some of the factors that contribute towards poor customer experience.
Thankfully, cloud-based call centers’ features like automated call distribution service, skills-based routing, music-on-hold, call queuing, cross-skilling keeps the customers engaged.
Automated Call Distributor Services, in short, ACD services, is a must-have to any size call center. The terminology of this feature is self-explanatory. It automatically distributes the incoming calls to the available agents.
Skills-Based Routing: The call gets routed to agents with unique skills to address the customers’ specific requirements.
Music-on-Hold: Makes the callers waiting period a pleasant experience.
Call Queuing: Ensures that the call is answered by an agent and not transferred to a voicemail. The customer has a sense of satisfaction because they were able to speak with a live agent.
Cross-Skilling: Training agents to acquire multiple skills to help during emergencies, rush hours, shortage of agents, etc.
Call-Centers that Cross Geographic Locations
Provides a seamless customer experience
Most of the customers wish to communicate with businesses as they chat with their family and friends. With an effective cloud contact center solution, you can support your customers on their choice of communication channels and make them feel at home. It makes it easier and simpler for them to get in touch with you.
Cloud contact center solution enables your customers to connect over a phone call, voice call, video call, email, chatbots, voice bots, instant messengers, and social media platforms. This omnichannel connectivity is a reliable way of keeping your customers engaged with your brand.
