Digitally Transforming your Contact Centre

The contact centre market is in a dynamic, transformative phase with new methods of communication emerging each day. From delivering enhanced voice experiences to predicting customer behaviours that help control the entire buyer journey, innovative cloud-delivered contact centre services are ushering in new capabilities to boost call centre productivity.

So, how can contact centres utilise these new technologies to support the customer experience?

Today, we are forced to adapt to the digital world and make the best out of technology in all our spaces.

We’ll share a few tips and insights to help you navigate through the complexities of the current contact centre industry landscape:

Get ready to transform your contact centre digitally

For many contact centre business owners, adopting new technology means increased platform development. And this requires multiple annual software upgrades, which in turn increase demands and costs for IT departments who manage on-premises solutions. So, what’s the ideal solution? Cloud and hybrid deployments enable contact centres to access certain features for experience and customer care.

Another major hurdle that call centres are facing today is managing multiple communication channels. As agents shuttle between various screens and apps, they are faced with increased communication barriers and reduced productivity. Here’s where implementing a unified communications (UC) solution at your contact centre can help. UC allows you to streamline all your communication activities into a single interface.

Address contact centre challenges with powerful UC tools

To excel in today’s marketplace, agents need to move fluidly from one communication channel to another. They also need to be available to consumers on their time using the channel of their choice. Embracing UC empowers contact centre agents with omnichannel communication capabilities such as team messaging, HD voice and video calling, screen-sharing and a variety of other call-back capabilities. A UC-enabled contact centre boosts your agent’s arsenal of customer interaction tools and ultimately helps improve the customer experience.

It has become critical to find real-time, consolidated information on the state of your communication tools — as delayed stats can delay your responsiveness and affect customer interactions. With UC, you can get access to detailed reports on client usage, network status and more. Consider transitioning from fixed licence pricing to a UC or software as a service (SaaS) solution with on-demand scalability. This will help your business become more flexible and agile. Leverage the business benefits of UC and convert your call centre into an omnichannel contact centre.

Enhance your contact centre efficiencies with various UC deployment solutions

Lots of integrations are available when it comes to deploying a UC solution that can match your specific call centre needs. Some of the commonly used CRM features such as auto-answer, audio/video calling, incoming call alert, forward and transfer calls, call recording can be augmented with collaboration, messaging and analytics.

You can also leverage SDKs and APIs from UC vendors to develop a customised solution or integrate calling, messaging and presence within your own application. Some vendors provide comprehensive developer tools and support that accelerates the development and deployment of productive communications services or apps.

The Coligo Group is the provider of world-class technology products, seamlessly delivered across a national footprint. Our offering is backed by our technical expertise, warranties and exceptional after-sales service. We pride ourselves on representing some of the best and leading ICT brands. We ensure that our solutions are ever-evolving with our customer needs.

https://coligogroup.com/

This article was originally on IT Web: https://www.itweb.co.za/office/scopserv/content/WnxpEv4gENKqV8XL

--

--

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store