Integrated cloud communications and contact center solution is becoming essential enterprise-wide communications tool. Many business owners want to make the most of their communications while saving time and money. This can be done using integrated cloud communication and contact center solution, merely providing your clients with real-time data. The integrated cloud communications and contact center solution can enable companies to reduce their overall cost and achieve more significant ROIs while making the business processes more efficient.
Integrated cloud communications are the power of cloud computing and telecommunications. The advent of cloud systems has changed the entire contact center landscape. It’s shaken the pillars considered a must-have only a decade back and advanced these solutions exponentially. Meanwhile, intelligent cloud contact center solutions are rapidly gaining popularity due to the significant benefits they offer: they eliminate the need for expensive on-premises hardware and software, they allow to take unified customer experience to a whole new level, handling more contacts per minute, and helping to deliver more personalized services.
Let’s take a quick detour of the top 10 advantages of UCaaS And Contact Center Solution:
- Effective coaching and upskilling agents – The essential feature of integrated cloud communications and contact center solutions is the coaching and support tools that make it easier to train, upskill, and coach agents. This is especially beneficial for companies that are just getting started in their contact center operations. More experienced agents can also use the coaching and support tools to develop new skills or improve existing ones. The ability to track progress over time helps you see what’s working and what isn’t so that you can make changes as necessary.
- Realtime analytics and powerful insights – With integrated cloud communications and contact center solutions, you can gain valuable insight into your customer’s needs and behaviors. Analytics and reporting provide you with a way to understand precisely how your customers are interacting with the tools you’ve provided them, so you can make improvements as needed. With this information, you can ensure that your phone system meets your business goals, increasing customer satisfaction, and loyalty and improving revenue opportunities.
- Better CRM Integrations – An integrated cloud communications and contact center solution can make customer relationship management (CRM) integrations even more powerful. When your CRM and call center are connected, you can ensure that your customers always get the best experience possible. For example, when a customer calls in to find out about your products or services, you can be sure that the information they receive is accurate. If you have an integrated solution, you can also be sure that any changes made to your CRM will immediately trickle down to any agents who are working with that customer.
- Increased work engagement – One of the most significant advantages of integrated cloud communications and contact center solution is that it can improve workforce engagement by increasing call recording. This allows employees to record calls and review them when off duty, so they can better prepare for their next shift. This has been shown to improve employee engagement and retention rates.
- Staffing Optimization – Workforce management (WFM) tools are at the heart of integrated cloud communications and contact center solutions. WFM tools optimize agent schedules so customers can be served efficiently and effectively. With WFM, you can plan your workforce in advance to ensure you have enough agents available when you need them. Optimizing agent schedules ensures that your customer service is efficient but inexpensive. A workforce management system will also help you save money by reducing employee turnover and improving employee satisfaction.
- Intelligent call routing – With integrated cloud communications and contact center solutions, you can match customers to the right experts in real-time, rather than waiting for a human agent to pick up. This ensures that your customers are connected to the right people when they need them most.
- Improve employee retention – Employees are more likely to stay with a company if they feel like they’re being treated well, and one of the best ways to do that is through clear, consistent communication. When you have integrated cloud communication and contact center solution in place, you can better ensure that your employees are getting the correct information when they need it—and that they’re hearing it from suitable sources.
- Updated Unified directory – A unified directory keeps employees connected to any part of the organization, regardless of whether they’re on a desktop or in a mobile app. Integrating with your existing directory ensures that your people can always reach each other and collaborate effectively—no matter where they are.
- Decrease call abandonment during call transfer – Call transfer controls allow you to set up rules for when and how your agents transfer calls, so you can ensure that no matter what happens with your network or infrastructure, your customers can always get through to you. Integrated cloud communication and contact center solution ensures that your customer calls never get lost.
- Robust performance monitoring – An integrated cloud communications and contact center lets you update your agents with real-time information. Automated dashboard alerts can help agents stay informed about new information and updates, as well as keep them on track with their daily goals. For example, if a customer calls in with an urgent issue, you can set up automated alerts on your dashboard so that the agent is aware of it before the customer even speaks to them. This will help them respond more effectively and improve their customer service levels.
Altogether, when guiding businesses toward new communication and contact center solution, justification for an integrated cloud solution lies in the reliability and efficiency of the platform. Businesses can implement an integrated, cloud-based solution that ensures essential business tasks remain efficient and on track. Integrated, all-inclusive communication and contact center solution is ideal, whether cloud-based or on-premise—and they are becoming more available as organizations seek to stay competitive.
Beyontel is a vendor-agnostic IT consulting firm specializing in cloud communications solutions with 15 years of experience in the IT field. Let us help you decide which solutions work best for your business, and enjoy the benefits of integrated cloud communications and contact center solutions. Talk to us today.
English