Cloud Contact Center (CCaaS) and the Customer Journey
In 2019 Gartner predicted that 89% of businesses will compete mainly on customer experience, and Microsoft reported that 96% of consumers claim that service is a leading factor in their loyalty to a brand.
Customer experience is a collection of touch points and interactions along the customer journey, and in 2020, it is a very important journey indeed. Every business has customers, whether you are a B-to-B business or compete directly for consumer dollars, contact center tools will elevate your CX and loyalty.
Due to its inherent flexibility, distributed enterprise is a natural fit for a cloud-based contact center. Locate agents across the country for national/international “follow the sun” support, or leverage the pools of talent only available remotely. All an agent needs is a computer and internet connectivity, and they are working on the same platform as the next agent, hundreds of miles away.
Even if you are a small business with a single 800 number, support customers via email or text, or operate an informal contact center, you should strongly consider a CCaaS solution. Today, the same tools available to enterprises are now accessible to smaller organizations interested in competing at a high level in the world of competitive CX.
Advantages of CCaaS include:
Low up-front costs
Speed of solution deployment
Few technical people required, simplified infrastructure, and no racks of hardware to install.
Non-technical people can easily administer their CCaaS service.
Platform supported and maintained by provider.
One low monthly price includes contact center software, soft phones, CRM integration, reporting software, agent and supervisor desktops, and telephone service with toll-free numbers.
Remote Agents can log-in and take calls from anywhere. All they need is a computer, headset, and Internet connection. With the Supervisor iPad app, supervisors can monitor and coach agents from anywhere, too.