Flexibility means adapting to changing business conditions
Are you still using yesterday’s contact center technology?
Times have changed and so have customer needs. Today’s savvy customer demands superior service, while today’s business climate demands a cost-friendly and agile approach to delivering that service.
More than ever, companies are placing increased emphasis on streamlining the consumer experience, with an all-encompassing multichannel approach that leverages modern technology. Today’s call centers serve a variety of needs:
- Multimedia queuing with voice and chat, hunt groups, auto attendance and geography-based routing
- Real-time call monitoring, call stats, alerts and a variety of recording options
- Secure chat functionality
- CRM integration
- Completely hosted so that you can scale and upgrade on the fly
Hosted contact center solutions aren’t just more flexible and feature-rich, they also provide major savings over legacy on-premises call center technology.
What Qualities are Essential for Today’s Successful Contact Center?
» Customer Focused
The customer is number one, and you want to make each customer feel that way. Today’s contact center is designed to enable voice and data integration into enterprise business applications. Combined with intelligent call routing, customers can always expect fast, knowledgeable service.
» Productivity Driven
Striving to balance exceptional quality of service and meaningful productivity, today’s contact center needs to employ sophisticated call routing options keep call flow streamlined across geographically distributed centers and agents, ensuring callers get to the best resources the first time. Admins need transparent access to queues and agent activity, along with the ability to manipulate traffic, in real time.
» Cost Conscious
Today’s smart businesses are investing more than ever in the cloud. Renowned for cost savings, cloud contact center solutions reduce or eliminate the need to purchase, upgrade and maintain expensive on-premises solutions. Cloud-based contact center solutions also reduce the load on your help desk and IT department.
» Always On
Disasters happen. You should expect (and plan for) the unexpected. Today’s contact center provides a highly resilient, secure environment with powerful continuity and disaster recovery features.
Are You Ready to Ready to Leave the Stone Age Behind?
What’s important to you in a contact center solution? What’s your biggest contact center challenge?