A few years ago, it was hard to imagine having a fax machine. Today, you hardly hear anybody using the tool. Calling a cab was a hail from the curb or a phone call to their dispatch center. Today, we have apps for calling a cab and Uber has become a household name. Just a few years ago, it was common to see newspaper at our front steps. Today, most of us get push alerts for our news or we swipe to the right to see breaking news in real time.
Cloud technology is innovation. People and companies are moving faster, more competitive, more innovative.
Contact centers are not doing enough to integrate into the Cloud. I recently talked to a decision maker and he said he’s very happy with his on-premise hardware even though I’ve mentioned that I can lower his operating cost by approximately 27%. I hope he changes his mind, calls me so I can help his company grow.
Cloud will continue to evolve, binding business capabilities and technologies. Cognitive computing, bio-metrics, Internet of Things and Artificial Intelligence to name a few.
Customers are increasingly demanding better experience with contact centers. Most contact centers have not changed in the last 25 years.
In order to transform your contact center to meet customer demand, you have to change your technology infrastructure. This is your hardware, software and your network components working together in order to operate efficiently.
To stay in the competition, you must change with the time and that is apparent with technology.
SD-Wan
SD-WAN solution, can ensure that you get voice quality without compromising on privacy and control, even on your bring-your-own-broadband or hybrid network. SD-Wan can also be added onto your on-premise hardware.
Customer Relationship Management or CRM to integrate with your telephone system
Your agents are going to come into contact with a variety of customers. Using a CRM will efficiently and effectively manage customers. Having customer information recorded on your CRM will help understand your agent’s interaction with customers and will cut down time and increase productivity.
Auto-Attendant or Virtual Receptionist
Automated attendant phone service allows you to create a main menu pathways, route callers to the appropriate individual or department, customize your phone attendant for holidays and after call hours.
Computer Telephony Integration or CTI
With technology changing fast, some items will eventually be eliminated such as the telephone. CTI function allows you to connect directly onto the computer through an app infusing communication automating workflow, click-to-call, plug & play integration gaining valuable insight from your communication data.
Auto-recording
“Do you remember what they said?” “Which tape was that call in?”
With today’s technology, these questions will be part of the past. Today’s call recording software are no longer on premise and cost effective eliminating tape cost and administrative cost.
Self-Service function
Approximately 60% of customers will try to resolve their issue before calling to speak to an agent. Self-service function such as chat and messaging are essential tools today.
Real Time and Analytics
Analytics are to provide you with actionable insights from every interaction to drive measurable improvements in customer service and agent performance. To help analyze all of your voice and text-based interactions within a single, integrated application.
Contact centers do affect people’s lives. Customer calls range anywhere from tracking a package to calling for emergency help. With this realization, it’s providing company the foundation for future growth. Technology integrating into people’s lives and having the right tool to help people is vital to your contact center.
Cloud Technology is the answer to improving your contact center and customer service. It will increase your productivity, streamline your business and lower your cost of operation.
