21st Century Contact Center Telephony System
Innovation, improvement and performance – the destiny of call center revolves around them. Of the myriad of challenges that call centers aka contact centers are enduring today, the first one that strikes me is – managing the customer experience across multiple channels. Customers don’t rely just on their phones to connect with a call center representative, they are using Web chat, Web collaboration, email, community forum, and even social media. Interestingly, this problem is a crop of the tech innovation itself that fostered changes in consumers’ behavior in terms of media consumption. Thankfully, cloud telephony came into the picture to quieten down these issues by provisioning multi-channel customer engagement.
Contact center administrators or managers need to keep pace with changing customer behavior. But, adoption of the cloud-based contact center telephony solution is also no less challenging. Before we plunge into these, let us understand the contact center infrastructure (CCI). The CCI universe holds a variety of technologies, such as multimedia contact routing and prioritization engines, IVR and voice portals, outbound dialing/proactive contact, virtual routing applications for multisite and work-at-home scenarios, tools for integration with CRM software, data mart and analytics systems, computer-telephony integration (CTI)/Web services interfaces, email response management, Web chat, live and pre-recorded video, knowledge-based self-service, session recording and quality monitoring, and more. Interestingly, all these elements need to work in collaboration, thereby allowing customers and agents to connect with each other whenever and wherever they need. Fortunately, cloud technology is capable of delivering that platform.
Cloud telephony makes it easier for call center managers to drive operational efficiency, maintaining performance at peak business hours, while keeping operational costs at low. Integration of cloud telephony with CRM helps in maintaining transparency in communication and offering quick solution to customers, which is required in building trust and loyalty. Cloud technology can also help in weaving a custom-tailored Call Center CRM. Also it offers stringent ways to monitor the performance of different representatives. Cloud-based contact center telephony makes cabling & on-premise PBX jobless. However, analogous devices that were previous in use can be connected well using a VoIP adapter. Use of a VoIP GSM gateway, reduces the costs on calling mobile devices.
Thus, contact centers can focus more on strategic business and deliver value-based services to their prospects and customers bypassing puzzling setup and installation tasks. This centralized communication network provisions flexibility with its pay-as-you-go model. Hence, business owners can have a check on the fluctuating demands. Needless to say, the usage of advanced applications and service delivery model is instrumental in delivering exceptional customer service experience in order to produce desired outcome. Thus, the modern cloud telephony solution is helping businesses to have a long term positive impact on their brand reputation.
But one-size-fit-all is not the mantra of success, call center operatives should seek consultation and recommendations from reputed service provider in order to have a system in place which is friendly to their workforce and customers. Remember, transitioning is an important stage as well, and your service provider should have the desired expertise in doing so in order to keep your customers and their data intact.
About the Author
Fonebell Communications Pvt. Ltd. is an India based Communication Company offers Contact Center Services, Call Center Services in India, Call Center Service Provider, Contact Center Telephony
, Call management services and more.
Submitted on: 2014-10-01 04:17:43