Covid’s impact on the contact centre has forced organisations to adjust how they operate. Contact centres have traditionally suffered from high rates of staff turnover, with complex telephony software and hard-to-use collaboration tools a significant cause of worker dissatisfaction. In addition, contact centres are under more pressure than ever before as consumer expectations have evolved during the pandemic.
We are now in a digital-first world and customers expect support when and where it is most convenient for them. While telephony is now only selected by 43% of consumers for general queries, it still is the preferred method of communication for resolving complex issues such as escalation, retention or disputes, with 71% preferring to talk via phone to resolve issues such as these.
With contact centres moving away from traditional on-premise situations, an evolving software ecosystem is now meeting cloud migration needs. Enterprise contact centres are unbundling telephony from CCaaS platforms to create a best-in-breed experience for their customers and employees. The new contact centre is reliant on the cloud with Software-as-a-Service (SaaS) applications and integrations that aren’t available on-prem.
Fighting complexity with BYOC
Calling remains important, but it is essential to abstract away the constraints of traditional carriers from the cloud-based contact centre. When taking a BYO-Carrier approach to power telephony, enterprise contact centres can gain more control over migrations, integrations, and troubleshooting. In addition, porting numbers from your CCaaS to another contact centre platform can disrupt uptime performance and revenue, especially for your high-volume toll-free numbers.
Therefore, to build a best-of-breed contact centre, enterprises should decouple their carrier and their CCaaS solution for direct-to-carrier control, flexibility and cost savings. Selecting a cloud-native carrier provides a partner that can help you navigate through your cloud migrations and weave together the disjointed software and tools needed.
Doing so increases flexibility by allowing VoIP to be utilised and provides remote working options for employees, improving the agent experience and helping to reduce turnover. However, third-party apps must integrate with your carrier beyond the UCaaS and CCaaS platform, like call containment with AI-driven IVR, fraud detection, customer sentiment tools, PCI compliance, secure credit card entry and end-of-call survey tools are disjointed — making it hard to manage access to call information. Companies must invest in CX and the employee experience to grow and retain business over time.
New tools, channels and innovations are being introduced but the ones to prioritise are in the cloud. To improve agent and customer experience, coming directly to a cloud-native carrier like Bandwidth can help your contact centre meet the needs of this new age of customer expectations.
Learn more about bringing a cloud carrier to your CCaaS platform.
from UC Today https://ift.tt/2nlEmXi
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