Digital transformation has irreversibly altered the way companies communicate with their clients. In a contact center setting, cloud-based software enables instant connections and removes the physical limitations previously inherent in the office space. Innovations such as the ability to access multiple channels simultaneously create a predictive and therefore personalized experience for customers. This contact center optimization also allows lowered output for greater revenue, something that contact centers are willingly embracing.
- Enhanced analytics
The ability to analyse data across all channels is enhanced with cloud-based software. Coupled with technological advances across chatbot capabilities this has created a range of bots that can be applied to address specific customer queries.
The increased analytical output available from cloud-based technology also provides the ability to rapidly create profiles on the clients, and then match them with the most suitable agent. This creates personal connections that are not possible from a clunky center that relies on multiple integrated software platforms to perform analytical tasks.
- Automatic updates
As software becomes redundant in a traditional contact center setting, new packages need to be purchased and rolled out. The necessary shutdowns mean loss of time and production, employment of IT technicians to complete the rollouts and the ever-present issue of lost data as the rollout is completed. It also involves capital expenditure on the new software and upgrades of hardware to ensure compatibility with the systems.
Cloud-based software is automatically updated without added cost – the most common contract runs on a monthly fee. As the software is developed it is automatically updated without any change to the contact center hardware.
- Omnichannel capabilities
Allowing agents to access multiple channels at once assists them to react to customer queries and solve issues rapidly.
Gaurav Passi, from Five9, a leader in cloud-based contact centers, cites a case where a client notices she has been overcharged. As soon as the customer starts the chat, the agent can see across all channels that that is the case and can initiate a refund immediately, and inform the client at the same time.
- Lower capital expenditure and increased revenue
With the lower outlay, capital is channelled into staff training and improved customer experience. Hardware requirements are minimised with the virtual desktop replacing the traditional desktop. As well as savings on computer systems the option of home-based or remote work has become more viable. Agents can access all systems via any device at any location, so workspace flexibility surges.
- Improved agent retention
With the introduction of cloud-based technology, contact centers are enhancing the working environment for their agents. Improved analytics, improved access to channels and a more personalised experiences for customers leads to a more satisfying work experience. Flexible working arrangement with the ability to work from any location will also allow the retention of valuable agents to fit in with changing lifestyles.
The introduction of cloud-based software is contact center optimization at its best, improving the interaction between customer and company to the benefit of both.