In recent years, contact centers have developed a reputation for being a customer’s last resort when trying to get a product/service problem resolved. With the Internet being available whenever and wherever a customer is in need of assistance, putting a customer on hold or reciting canned answers that don’t even come close to the question that is being asked is unacceptable. That is why customers turn to other options.
The problem is not always related to the human aspect of the contact center, many times it’s the lack of adequate business processes and systems. Today’s contact center systems need to collaborate with your existing technology infrastructure. The system should be scalable and this includes on a global scale. Similarly, contact center systems should be flexible to adapt to the ever changing business environment, as well as being able to do so while keeping operating costs low.
Software as a Service
Be it flexibility, scalability or cost containment, the cloud is a very attractive option for enterprises who manage contact centers. Software as a Service (SaaS) is driving many of the improvements within today’s contact centers. These services are designed so that companies of all sizes can run 24 hours a day, 7 days a week, at a fraction of the cost of traditional on-premise solutions. Cloud-based technology platforms can deliver not only connectivity to multiple platforms (including telecommunication services), but can also be the “Brains of the Operation”. This includes enabling your agents to make voice calls, send SMS messages, link into databases or just provide intelligent routing of calls. The proper cloud solution can oversee your entire operation.
Bridging the Gap… Connecting to Existing Services
Inter-connectivity to other platforms (legacy & cloud) is a key success factor for contact centers that are looking to survive in this increasingly volatile business environment. This means moving beyond traditional operational and telecommunications infrastructures into the digital realm, managing your workforce precisely with the ability to turn on a dime, being able to offer different options for your staff (work at office, work at home, on the road). Having contact center systems that are cloud based makes these solutions realistic as well as increases the likelihood of improving the overall customer experience.
Reduce Business Interruptions
Also, in the event of an emergency, the contact center can be recovered much more easily because it isn’t localized. The contact center of today needs to be able to operate under these disciplines. Cloud solutions can be an incredible benefit during business interruptions to both IT Managers as well as Operations Managers to minimize downtime and meet contractual obligations relating to service levels.
Bottom-line, voice contact centers are still a great way to keep in touch with your customers, but things have to change from the current state, sooner rather than later. Cloud-based contact centers allow you to spend more time with your customer and less time dealing with your technology. With the right systems in place, managers can be confident customer needs are being properly addressed.