CCaaS offers several enticing benefits.
Businesses that opt for a CCaaS solution can gain an attractive variety of benefits related to cost, convenience, efficiency, ease of use and customer satisfaction. Check out three benefits every CCaaS customer can expect to achieve by adopting contact center technology:
1. A better customer experience
Contact centers exist to serve customers, but traditional solutions have often seemed to fall short of fulfilling their promise. Confusing phone trees, endless on-hold times, ineffective agents and inconsistent problem resolution make for a bad customer experience, which in turn can jeopardize the entire business.
CCaaS solutions are designed to be customer-centric, and they continue to evolve to fit the way people work and communicate today. A fully functional CCaaS delivers:
Multichannel integration to let agents field queries from customers’ preferred communication channels, including social media, mobile, live chat, email, and voice calls.
Powerful analytic capabilities that provide actionable call center insights. Quick desktop access to all of the tools a service representative needs to satisfy customer issues.
CCaaS solutions also seamlessly integrate email, social media, mobile, and real-time chat into a unified platform that promotes the tracking of information among those channels. They can also track customer wait times and high call-volume periods, enabling you to adjust resources accordingly and deliver a better customer support experience.
2. A better agent experience
Conventional contact centers hamper the effectiveness of service representatives in two key ways: 1) Customer, product and other information is usually separated among disparate, siloed systems; and 2) single-function servers and antiquated PBX technologies make it difficult to sift through customer data – especially when customers are now communicating via so many channels. This often makes agents appear uninformed and incapable of solving issues – and customer frustrations can only increase.
CCaaS solutions offer businesses the opportunity to deploy “connected agents” by serving as hubs that synthesize all critical information onto a single screen. This saves services representatives the time-consuming pain of toggling among different data sources, delivering vast storehouses of in-house knowledge, and providing access to third-party cloud services with critical information such as Salesforce.
In addition to matching the right agent to customers based on skillsets, screen pop-ups can provide representatives with information about previous purchases and billing history as well as behavioral, demographic and location-based customer data. Not only can this increase customer satisfaction, but it can also deliver improvements in upsell and cross-sell opportunities.
3. Significant cost savings
Moving to a cloud-based, omnichannel CCaaS solution essentially mirrors the substantial cost savings that most “as a service” cloud migrations offer. These include:
No upfront investments
Low power costs
Maximum hardware utilization
Reduced IT staffing
The simple fact that CCaaS doesn’t require businesses to purchase extra servers or pay for more floor space or power can save multiple tens of thousands of dollars a year. You also don’t have to pay for maintenance or upgrades, and you can scale up as needed – paying only for what you need.
Businesses experience other, less visible cost-savings benefits. For example, because CCaaS providers provide reporting and supervisory tools for agent monitoring, businesses can expect to manage more calls with fewer agents. That translates into greater productivity and headcount savings.