The customer experience is a complicated thing these days. Customers use various avenues to learn about companies, connect with sales teams, experiment with products, and even give feedback. That means that business leaders have a lot more to keep track of when they’re building the perfect CX strategy.

For many market leaders, the key to a stronger customer experience will be eliminating the various silos that exist in the business landscape. For decades, teams have struggled to access independent systems for everything they need to serve a customer.

Download Five9 ebook – The Intersection of UCaaS and CCaaS for CX

There’s one environment for collaborating with specialists about a customer issue, another for reaching the client and providing assistance, and another for accessing historical customer information and data. According to research from Five9, 74% of customers expect companies to have information about previous calls. But when all of your technology is separated, the customer journey becomes fragmented too.

So, how do we bridge these gaps?

The Freedom of Integration

In the past, the only way to integrate those systems would be to use a full-stack vendor that offered everything in one space. Unfortunately, true full-stack providers are hard to come by. Even if you find a company that can offer Contact Centre, UC, CRM, analytics, and other essential tools in one space, the chances are that you wouldn’t get exactly what you needed.

Fortunately, in a world where cloud technology and APIs are becoming more accessible, businesses no longer have to compromise. You can have the best-of-breed solutions you need from different companies and connect them in the same landscape. All you need is to work with the right, flexible vendors.

Companies like Five9 are opening the door to a new age of flexibility and scalability, where businesses can get the aligned communication experience, they need to drive great CX. Customers can get CCaaS from Five9, UC from Microsoft Teams, CRM support from Salesforce, and everything else they could want in one combined environment. The age of truly unified communications is finally here.

Bridging the Gaps in Customer Experience

In a space where customers expect more than ever from the companies they work with, no organisation can afford a disjointed communication stack. Integrations need to be available to bring the full team together. It’s not enough to just have a contact centre that works alongside your CRM system anymore. You need something that works with your UC and reporting components too.

When all of the elements of your communication stack aligned, including UCaaS and CCaaS, employees can collaborate better on the back end, and access the information they need to deliver transformative customer experiences. All the while, business leaders get a more complete insight into the customer journey because all of the data they need is aligned in the same place.

For organisations dependent on excellent customer experience to differentiate, integration is the key to success. Once you have the right integration opportunities, you have a full picture of the customer journey. From there, optimisation is easy.

 



from UC Today https://ift.tt/2LQLHPQ