What is it that makes you choose between one contact centre platform and any other? Or, from a partner perspective, makes a solution easy to sell? In an ultra-competitive market, small details often make a difference between solid uptake and growth and struggling to keep pace with the competition.
That’s the viewpoint of Viktor Gajodi, CEO of Buzzeasy, the contact centre solution for Microsoft Teams solution. The company gets a lot of positive customer feedback on Buzzeasy. Interestingly, much of it focuses on specific features that, on their own, might seem to be of little significance, but taken collectively, make a big difference to the user experience – and to the partners selling and supporting Buzzeasy.
All-in-one display
The feature customers mention most often is the simplicity of the Buzzeasy user interface. “Being omnichannel is essential, but that must correlate with the user experience and the design of the agent screen. The simplicity and ease of use of Buzzeasy are one of the things we get the most positive feedback on from our customers. It makes a real difference to them.”
With Buzzeasy, multiple conversations can be managed through the same screen and movement between channels is seamless. The agent can easily see what path they need to follow to bring the conversations to a successful resolution as quickly as possible.
The all-in-one interface also makes a difference for partners, he adds. “The simplicity of our UI is one of many reasons customers choose Buzzeasy. They want to get away from having a complex screen display and that also makes it easier for our partners to sell.”
Single sign-on
The second feature customers mention most often is single sign-on. Buzzeasy is synchronised with Windows Active Directory, which means Microsoft users don’t need a separate log-in or password. This provides solid security and fast access to the contact centre application.
In organisations that are using Windows Active Directory, Buzzeasy is a perfect fit for their IT infrastructure and requires no change to procedures and policies.
It’s also easier for administrators and partners, as they don’t have additional identities to police and protect.
Real intelligence
The third stand-out feature from the customer perspective is the AI-driven learning capability of Buzzeasy. This accumulates data from the agents’ exchanges with contacts across multiple channels and recommends potential responses and next steps to the agent in real-time.
“The AI supports interactions with a customer by suggesting the best answer the agent can give, using the knowledge it has built up from previous interactions and given the context and relevance of the current conversation. The agent can click on that response or modify it before they send it. This helps to keep interactions at the right level and brings more consistency to the responses of agents”, Gajodi explained.
Keeping the conversation relevant
While these features may not seem all that remarkable in themselves, collectively, they make a massive difference to customers. It also changes the dynamic for partners by making it easier both to sell and support Buzzeasy. Users will often quickly become supporters and evangelists for the solution, and that’s down to simplicity and effectiveness of the agent experience”, said Gajodi.
“It is all about optimising and empowering agents to do their job well. Making it easy for the agent to keep every interaction relevant, ensuring the conversation quality is always improving and at the right level. It’s about trying to shorten the conversation and reaching a successful resolution as quickly as possible.”
from UC Today https://ift.tt/ZO6SMRh
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