Omnichannel Contact Center Software
There is a paradigm shift in how contact centers operate and this is driven by how customers choose various channels to communicate. This has introduced a slew of problems for agents who need to be quite agile, in a manner of speaking, to cope with this new challenge. Why stick to legacy systems when a unified omnichannel solution for contact centers is available and that too as a hosted one? There are untold tangible and tangible benefits.
Ties together all channels in a single unified interface
Customers have the freedom to use a channel of choice for communication and agents need not jump from one window to another desperately trying to access information and tie it all together. The unified Omnichannel Contact Center Software ties it all together seamlessly and beautifully. For the customer, it means he can pick and choose. For the agent at the call center, it means ease of working since he can communicate through a single interface and also put his finger on detailed information as may be required to handle that caller. Typically, Omnichannel Contact Center Solution includes instant messaging, WebRTC based audio and video chat as well as conferencing, IVR, social media, SMS and email in addition to the usual features a contact center software usually has. It also ties in seamlessly with CRM further enhancing agent capability and team collaboration.
Positive experience for customer
Unified communication speeds up responses and customers do not need to wait in a queue. Sometimes the included IVR is sufficient to answer their queries. In any case, a delighted customer can become loyal for life. He can recommend and promote. This is an intangible, priceless benefit.
Stress-free agents can do more
If an agent can handle more calls with greater ease thanks to the omnified solution for contact centers, his self-confidence increases. Free of stress, he can respond in a more positive manner to clients; he can cross-sell or upsell and come across as being more helpful all of which create a favorable impression. Since less time is spent in fumbling around he can do more. He comes to love his job and the company he works for.
Delighted customers promote the company. Happy workforce does more for the company. All this turnaround is possible simply by switching to hosted omnichannel solutions. A typical solution is often available as a hosted cloud-based offer which means it can be up and running in less than an hour and the company need not invest heavily upfront in the switch to a better tool. A side benefit to a hosted solution is that upgrades are made available by the provider and the call center always enjoys current technologies. There is a direct impact by way of savings in cost besides bringing a company up to speed in the current scenario. Call abandonment decreases by over 80% and customer retention rises by 50% and more according to a survey.
Control and visibility
There is a dramatic increase in visibility across all channels since a single dashboard delivers all required information into agent performance and control becomes easier to implement with the capability to change rules and scripts with least efforts. Monitoring has a spin-off in that a supervisor can redirect traffic to relieve congestion, reducing the load on an agent and reducing wait times for callers.
Omnichannel solutions for contact centers incorporate state of art advanced analytics that not only helps management derive useful business intelligence but also give key insights into agent performance and customer behaviors helping them fine-tune strategies and become more competitive. Global call distribution, routing, and access to data as well as real-time integration with CRM deliver tangible benefits.
There are standard omnichannel solutions and refined solutions that incorporate all diverse channels with a WebRTC layer that further eases communication capability in a browser interface which means agent need not be tied to the desktop. The mobile becomes a powerful tool for remote agents to serve customers at any time and from anywhere. A developer may incorporate AI and machine learning that simplifies operations and delivers a better user experience for callers.
An omnichannel capability is not a luxury for call centers with large operations. Even smaller units can make the switch to hosted omnichannel contact center solutions and watch their business take an upswing.