This is the age of information. There has been a sharp influx in the amount of data circulating through cyberspace. As such, the modern business has many more resources they can draw from compared to those of previous generations. Nowhere else in any given company does this mean more than it does in the contact center.
But the kind of tools needed to accomplish these tasks are not in the wheelhouse of traditional landline telephones. The limited functionality of legacy circuits make them seem almost archaic in comparison to modern telephony solutions. It has become common knowledge that a great deal of communication can be facilitated over an IP connection. For voice networks, the digitization of signals means that they are more easily integrated with advanced telecom infrastructures.
One way to get the most benefits out of these modern business telephone systems is to deploy them through the cloud. The inherently agile architecture behind hosted services, specifically, makes them flexible, responsive methods of doing business. In the contact center, this can be the catalyst for a whole new level of customer service.
"For many contact centers, the goal of improving the customer experience ought to begin by improving efficiencies," wrote Cloud Contact Center Enterprise contributor Tracey Schelmetic. "While it may seem like a goal that serves the contact center over the customer, by boosting efficiency, companies are in a better experience to offer customers more accurate information in a more timely way, which is the very definition of a quality customer experience."
Cloud Based Phone Systems Beget Contact Center Optimization
A unified communications interface is becoming almost required among present day contact centers. The number of capabilities it enables – not to mention the ease with which it is used – is beginning to define a whole new generation of customer service practices.
There is an increasing number of channels that people are expecting their preferred companies to be accessible by. Voice may be the longest standing, but it is actually the last of the bunch to join the IP party. Email, instant messages, video and even social media are all seeing increasing use in day-to-day communications, and the more that people get accustomed to them, the greater the pressure will be on contact centers to provide appropriate connections.
If all of these platforms are stored in individual apps, and separate programs are required to pull up customer information and other analytics, then employees are going to feel encumbered. This method not only requires navigating between incompatible software, but also having to adjust to a different interface frequently throughout their work hours.
This problem can lower morale and productivity, putting an inevitably bad spin on the department that is supposed to be the face of the organization. This is why Schelmetic wrote that there has to be cohesion and unity in call center software.
"When employees need to toggle back and forth between multiple applications, they are wasting time and increasing the chance for confusion and misinformation," she stated. "By presenting all the information and resources the agent needs on the same page, companies can shorten call times and eliminate the possibilities for errors."
Cloud Environment Best Enables Contact Center Software
The agility that comes with the cloud is unrivaled. By launching call center applications in a hosted phone service setting, they can be updated and maintained to a much greater degree than they would be otherwise. There are plenty of changes that can be made to software after the fact, and rarely does anything go without patches or upgrades. The cloud makes new software versions easy to deploy and without the need for physical media.
The hosting aspect also makes the systems themselves effortless in their upkeep. A team of professional cloud communications specialists will be on-hand with the specific task of ensuring the best possible performance. This means that in-house IT staff will have more time to figure out how best to leverage this technology rather than being bogged down with making it work.
According to Schelmetic, contact center performance improvements do not come by putting the customer first. It takes a focus on the employees themselves to bring about true customer satisfaction. This is only truly possible through cloud VoIP technology.