Six Features You Will Want in Your Cloud Contact Center
Choosing a cloud contact center allows your agents to work anywhere and at any time, reduces your contact center costs, and allows for scalability. There are so many benefits that you may feel as if any contact center as a solution (CCaaS) would be an upgrade – so does it really matter which one you choose?
There are several factors that set the best cloud contact center solutions apart, and here are six of them:
Recorded Calls: You need insight into how your contact center is handling various interactions, so look for a solution that provides the coaching and development tools you need. Call recordings and transcriptions give you context to your coaching and offer feedback to agents more quickly. Providing that feedback immediately after calls allows your agents to continually adjust and improve the quality of your calls.
Customized Reports: Failing to prioritize reporting capabilities in their cloud contact center was cited as the biggest mistake of last year for 26% of all contact center leaders. Watch for CCaaS providers that offer reporting packages that are essentially add-ons to access your own data. Your solution should store data and make it available to various stakeholders, allowing you to harvest and manipulate your own data.
Smart Call Routing: Your customer’s first impression of your contact center usually comes through your interactive voice response (IVR), rather than a live agent. Look for a cloud contact center with smart routing that gives you options to route to specific agents, based on their expertise in various areas. Choose a provider that allows you to change up call routes as you learn more about customer needs and preferences.
Partnership and Culture: Beware of CCaaS providers that are reluctant to assist you, human-to-human. You should also look for a provider that shares a similar outlook in terms of security, growth, and innovation so that your company cultures at least somewhat align. You should also look at uptime numbers as well as the hours they offer support and ongoing training opportunities.
Redundancy and Reliability: Your cloud contact center provider should be able to demonstrate how their points of presence support your geographic requirements for your agents, as well as how a spike in demand is handled seamlessly. Have the provider show you, in painstaking detail, the steps they take to ensure reliable, stable communication support.
Platform Integration: Think through the systems your agents access when utilizing your contact center, while considering that 92% of agents report that their agent-facing applications are not effective. Your agents need access to other platforms, such as your CRM and ERP, to offer complete information to customers, and they need to access that information without hopping around various screens. Be sure to identify the solutions that integrate well with the other platforms you are using.
All cloud contact center solutions are not created equal, and One Connect is ready to help you identify the one that best fits your needs. Contact us today to get started with an assessment of your requirements.