Business is more competitive than ever. Products are quickly replicated, pricing undercut. Customers are impatient, demanding and powerful, not to mention mobile and multichannel. Sound familiar?
Against this dynamic landscape, there’s one sure-fire way for companies to differentiate themselves in the marketplace while building trust and loyalty: Providing consistent and integrated support experiences across the full range of customer touch points and channels.
Yet for many, delivering satisfying customer service experiences remains out of reach. Siloed, hodgepodge contact center systems, developed internally or assembled over time through mergers and acquisitions, are keeping these companies several steps behind their customers. “Standalone systems make it difficult to follow a customer’s journey from one channel to the next and provide timely and knowledgeable service,” says Mariann McDonagh, inContact CMO. What’s more, disparate, unconnected contact center systems seriously undermine agent productivity. And because they represent sizeable past investments, integrating or replacing these systems is usually economically unfeasible.
Cloud contact center services as game changers
But smart companies are adopting a streamlined and cost-effective solution for keeping pace with customers—and staying steps ahead by knowing them one-on-one. It’s the intelligent contact center: Cloud services that empower contact center agents and leaders with speed, flexibility and agility. Cloud platforms enable companies to quickly synthesize, analyze and act on customer insights from across an assortment of channels, including voice, web, mobile, email, chat, and social media, and to easily make changes in response to changing needs.
Once organizations shift to a cloud platform, their contact centers are no longer tethered to premise-based software. Geographically dispersed and home-based agents can be seamlessly incorporated into the call center workforce. And this “pay as you go” model means a substantially lower cost of ownership, both upfront investment and operating costs, combined with the ability to scale services to real-time needs. Company cost savings multiply as contact centers grow.
Moving at the speed of business
With a cloud platform, changes to customer service capabilities can be made on the fly in response to changing customer needs and preferences and an evolving business environment. No longer forced to wait for weeks or months for third parties to make key technology and process changes, contact centers can modify routing based on new agent skills or new campaigns and initiatives; make changes to their IVR to support new billing models; change their hours; or even “test drive” a new service channel.
A digital hub that’s agile and unified
The cloud enables companies to overlay existing legacy systems and pull together vital customer information that makes agents more productive and creates opportunities for adding new functionality quickly and seamlessly. With a flexible, agile and unified digital contact center hub, service teams can deliver more relevant and satisfying customer support experiences. Customer data is centralized, so agents work from a single customer view instead of toggling among multiple systems and wasting time while customers wait. The bottom line: Prompt, highly personalized service experiences that build customer relationships and drive more profitable results.
Transforming contact center performance and profitability
Transitioning to the cloud begins with a clear picture of a company’s current customer service strategy, as well as a vision for customer service in five to 10 years. Most importantly, the shift involves evaluating and selecting the cloud platform that’s the right fit for your company and your customers, based on factors such as reliability and scalability, uptime guarantees and channel usage and support, among others.
In fact, this is precisely how inContact has become the leader in the cloud contact center market: Helping customers transform the profitability of their contact centers with extraordinary success and unexpected ease and speed. With the highest published reliability in the industry, we handle over 1 billion calls a year. And we provide more tools than anyone else for the best possible customer service: An ACD with skills-based routing; IVR with voice recognition; CTI capabilities; reporting; call recording and customer feedback measurement tools, along with workforce optimization tools powered by Verint, featuring quality monitoring, WFM, eLearning, coaching, analytics-driven quality (ADQ) and performance measurement scorecards. With our hosted software solutions, uptime is increased and security vulnerability is reduced. Our network, data centers and databases are all redundant, so there’s no single point of failure. Our security measures are monitored by a dedicated Trust Office staff.
inContact is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100 percent focused on the cloud and the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. 