Successful businesses invest in contact center technology that enables them to be efficient in their provision of customer service. Increasingly, this means moving their contact centers to the cloud. In this article, we’re exploring the data behind this movement.
How busy are your customer service or sales representatives? When you look out across the office floor, do you see every one of your employees talking into their headset? Engaged employees are a great way to ensure engaged customers. The more people learn about your business, the more they want to connect in every way possible: Email. Chat. Social Media. Self-service. Phone. The danger is, if you’re not careful, you can lose potential customers who might get lost along the way. If their calls go straight to voicemail or, worse, they find no way to connect on their channel of choice, they may get frustrated and find someone else to work with.
If your customers are frustrated with getting in contact with you, it may be time to invest in the swift way of communications–the cloud contact center. Give every customer the chance to connect the way they want to by bringing all of your communications together through a single web-based interface. With a solution that integrates both communications and customer data, like Jamisi Cloud Communications, you’ll not only improve employee productivity but drive your competitive advantage by delivering stellar experiences with every contact.
Below are some points to prove that you need a Cloud Contact Center
1. Customer Information Is Lost Across Different Channels
If your support team must access multiple applications and databases to resolve issues, agents may find it difficult to keep track of their customers’ information and inquiries across different channels. Without customer profile integration, reps are often left in the dark about a customer’s questions and preferences, which results in more drawn-out, unprofessional experiences. That, in turn, leads to increased frustration and decreased customer satisfaction.
A cloud contact center enables you to integrate your CRM, so agents have ready access to essential customer information directly from their communications tools. Using native dialing, call-detail reporting and contact information retrieval as part of their customer service workflow, agents will not only know who is calling, but why they’re calling.
This single resource becomes even more powerful when combined with advanced routing capabilities. Calls, chat messages, emails and faxes can be directed to the agent best-suited to meet each individual customer’s unique demands.
2. You Need To Keep Ahead Of The Competition
Another good problem to have: Success breeds competition. To maintain an advantage, you’ve got to put the customer first and invest in innovative solutions. A cloud contact center helps you do both. Cloud solutions have only been implemented in 50 percent of mid-sized contact centers worldwide, according to an IDC survey. At the same time, more than 70 percent of the organizations implementing cloud-based applications have benefited from an improved customer experience. By investing early, you can stay ahead of the competition.
That’s another reason why your business needs a solution that offers faster, easier ways for customers to connect and get answers. With options like self-service, click-to-call-back and web chat integrated into its phone system, your contact center team has all the tools necessary to amaze your clientele.
3. You Spend Too Much Time Managing Technology
Your IT team is responsible for making your business work seamlessly across multiple processes. But when it spends more time managing multiple disconnected applications, it loses focus on the strategic initiatives that drive growth.
With a cloud contact center that works straight out of the box, IT teams can take advantage of pre-built integrations and open APIs to customize your contact center to your company’s unique needs. They can stop troubleshooting problems and spend way less time setting up, and start concentrating on adapting and scaling your operations as the business grows. Rather than lose time adding users or retrofitting tools to handle modern communications needs, they can focus on high-value projects. And with a solution that’s achieved high standards and certifications for security and compliance, they don’t have to lose sleep over keeping the system safe.
4. Your Agents Need To Connect Quickly With Colleagues
That brings us to another challenge: What happens when agents need the expertise of a subject matter expert to resolve an urgent customer issue? Today’s employees are mobile and often away from their desks, but the faster agents can connect with the right colleague, the happier they’ll make customers.
Cloud contact centers enable teams to become more productive and collaborative. Desktop and mobile flexibility allow them to stay in touch even when they’re on the go. They can jump on an impromptu video conference or field instant messages regarding a customer inquiry. This kind of prompt collaboration leads to more customer issues being resolved on the first contact.
5. Your Business Is Growing – Fast
As you expand your customer base and deepen its loyalty, your business will face a welcome problem: growth. Not to worry. A cloud contact center, like Jamisi Cloud Communications, scales easily, allowing you to add new agents without disrupting workflows or requiring IT help.
What’s more, a single, intuitive application makes training painless, so your agents will be ready to reach customers across multiple channels more quickly than ever.
6. Your Customers Expect To Be Wowed
As your business grows, the pressure to wow customers and outpace competitors will require agility and responsiveness. With a cloud contact center, you’ll increase agent productivity, streamline communications and truly impress every customer.
Finally, Loyal customers are the heart of every successful business. But in today’s highly competitive market, great products and services aren’t enough to earn that loyalty. Customers expect engagement and high-quality interactions in their channels of choice, and they’re more likely to stick with companies that exceed their expectations over and over. It’s no wonder that more than 80 percent of businesses say they expect to compete mainly on customer experience, according to a survey of marketing leaders.
The way companies conduct their everyday business functions has evolved over time. In the past, direct communication between employees and clients occurred primarily through a standard desk phone. However, with the advancements in technology, companies can now maintain a competitive edge by being mobile and flexible with their business communications. So, why should your company move to a unified communications solution?
Unified Communications (UC) solutions offer the ability to seamlessly integrate your voice communications among desktop phones, computers, and mobile devices. Companies today need a voice solution that extends, integrates and connects a variety of scenarios. These include multiple offices, a mobile workforce, field employees, remote works, call center support and more. UC is more than just voice communications. It allows unified messaging, presence, analytics, SMS, chat, and CRM integrations allowing for productivity, connectivity, and collaboration whenever and wherever.
Unified Communications Allows You To Stay Connected
Here are a few simple examples:
Have employees who must stay home to take care of a sick child?
No problem – UC integrates your desk phone service with any internet connected computer via a Web Portal. This provides users with access to all of the features on the UC platform, including making and receiving calls. With the Web Portal, businesses can easily allow staff to work from home without a lot of headaches and hassles. The Web Portal is easy to use and customizable for each user.
Have employees who travel for work, but want them to be available to clients?
Easy – Answer calls, texts, and emails on-the-go with a convenient smartphone app that puts your business communications in your hand. UC allows those who travel or work remotely to be connected through both their computer or mobile device to all other co-workers. The UC platform means it’s easy for remote users to connect with co-workers (and vice-versa) because you can contact co-workers within or outside of your office with a simple extension dialing rather than having to track down a mobile number.
Clients who contact your company can be connected to the right person quickly and easily no matter where they’re located. Users can also maintain their professional identity when calling clients from a mobile phone by using the mobile app that transmits their business phone number instead of their mobile number. It may sound like a minor issue, but not all companies want customers to have their employees’ mobile number.
Maintaining professional identity also ensuring company calls stay with the company and not with the employee when they leave can become a big deal especially with so many companies embracing UC solutions.
Collaborating with co-workers in different locations?
Simple – UC offers collaboration tools that give users access to video conferencing, file sharing, screen sharing and chat through a Web Portal available on any internet-connected computer. Furthermore, the UC platform connects multiple locations under one seamless communication system. Connect multiple business locations under a single UC platform rather than having separate phone systems at each location. This allows for centralization and efficiency. Calls can easily be transferred between office locations.
If these scenarios currently create inefficient communications in your company, it is time to extend beyond just the desk phone and move to a Unified Communications solution that fits your company’s needs.