Enterprises are becoming more comfortable with the integration of cloud solutions into their digital transformation plans. Once an organization has experienced the advantages that come with a cloud solution, they often begin looking for other places to apply the strategy. Increasingly, enterprises are transitioning to cloud communications, using it to improve employee interactions and those in the call center.
The customer experience is often top of mind for a move to any cloud solution, because frequent updates, innovative technology and a high level of performance are often important drivers for choosing cloud services. When it comes to the contact center, there’s an immediate and direct impact on the customer, and many organizations believe that implementing cloud communications will give them the competitive edge they need.
Unified communications is often touted as a way to streamline interactions between employees, providing ways to build a virtual team with video conferencing or make shared workspaces a reality. Companies that embrace these techniques do reap many benefits, including the ability to access a variety of communications formats through a single application and better voice and video quality for mobile employees.
When an enterprise really wants to move the bar and disrupt their current business processes to gain a competitive edge, they use cloud communications both for employees and in their contact center. They recognize that customers want the freedom to communicate in the format they prefer, even if that format is different from the day before, and have the same positive experience no matter what way they decide to contact the company.
This means that when a customer first interacts with a customer service agent through instant messaging (IM), then emails later that day and calls the next morning, the conversation flows as if it’s all with the same person and in the same format. On the phone call, the customer service agent is fully familiar with the IM and email conversation, because they can access the entire history of the customer with a click.
IT also benefits from a unified communications platform. While maintenance and troubleshooting are reduced with a cloud-based approach, they are further simplified when the entire organization is integrated under a single set of communications tools. Any management of the communications system can be done from a centralized hub.
Keeping pace with a heightening customer experience means the ability to add new technology as the market dictates. A cloud-based contact center is able to adapt as customer preferences change and help the enterprise meet their customer service objectives.
Innovative Business Solutions helps you deliver the best possible experience to your customers by providing the latest technology and training in telecom. Contact us for more information.