Implementing Cloud Contact Center Solutions in Your Organisation
Times are over for people to work in the office all the time. Employees search for more flexibility in their work- and personal time spending. Creating a culture where teams self-organise, which provides more flexibility in where and when the work gets done, creates more engaged teams.
While your contact center agents request flexibility, you still want to efficiently organise and manage your teams. Supervisors need the tools to follow-up support agents, re-balance teams according to shifting loads (both in volume and channels), etc.
On the other hand, customers want to use their preferred channel when searching support from your company. Companies need a contact center platform that provides all possibilities, and allows your support organisation to evolve easily.
On-premise installed contact center solutions can’t always live up to these requirements. How do you combine all these requirements in your organisation?
You want to WOW your customers too?
Learn how we may assist you in optimizing your Customer Experience investments!
Why Implementing a Cloud Contact Center Solution?
Overall, a Cloud Contact Center solution improves Customer Experience. The platform allows for easy integration of different contact channels (phone, email, chat…). You may leverage AI functionalities to deflect / automate certain questions, which may lead to lower wait times in the classic IVR queues.
Let your contact center grow or shrink according to the interactions that have to get supported.
Compared with on-premise solutions, a Cloud Contact Center solution creates extra elasticity in your support organisation.
Reduce wait times by intelligently routing incoming requests, for instance based on data in your CRM application, or based on the channel that is used by your customer.
This benefits your customer, but it also increases the productivity of your agents by ensuring that they work on the right task at the right moment.
On-premise Contact Center solutions typically take months to implement as it gets installed on local servers. With a Cloud Contact Center solution you will be up-and-running in weeks instead of months.
A Cloud Contact Center solution makes it easy to work from everywhere. A stable Internet connection is all it takes to include agents in your virtual support team.
Call Tracking & Analytics
A Cloud Contact Center solution that natively integrates with your Customer Relationship Management application, ensures that you have all reporting and analytics directly and uniformly available.
How Do We Help You Implementing Your Cloud Contact Center Solution?
Our Blog Posts
So…it was about time that we updated this post, which was created when there was no fixed process yet for implementing Voicemail functionalities via Salesforce Service Cloud Voice. In the meantime, there was the Voicemail Express v2 example published – primarily a solution that got proposed from AWS side. More recently Salesforce described a more…
Companies regularly ask how they may integrate incoming calls with Salesforce. They don’t always look for a complete omnichannel approach yet. But they search for a solution to get customers connected with the right agent and ensuring that the agent has the correct information displayed. So these are talks about how starting off with such…
When you already use Salesforce in your organization, 2023 may be a good reason to move your contact center to the cloud. Migrating from an on-premises Contact Center solution to Salesforce Service Cloud Voice with Amazon Connect will bring your more flexibility & better integration, while lowering overall costs for your contact center. 1. Enhanced…
Enhance your Salesforce Service Cloud Voice with Amazon Connect implementation with our DIY training courses.