It’s no secret that exceptional customer service is a must for success in today’s world. Companies that prioritize “customer experience” earn up to 80% more revenue than their competitors, and reduce their risk of losing critical clients. However, delivering exceptional customer experiences isn’t easy.
Today’s consumers have higher expectations than ever before. Not only do they want fast and efficient service across a multitude of channels, but they also demand consistency, personalization, and convenience. Fortunately, companies can improve their customer service strategy, enhance efficiency, and boost employee productivity with a unified UCaaS and CCaaS strategy.
Using Microsoft Teams as both a tool for internal collaboration, and a solution for serving customers can lead to a host of unique benefits for business leaders. Here are just 5 of the reasons you should consider using Microsoft Teams as a contact center.
1. Improved Efficiency and Productivity
Microsoft Teams is more than just a powerful communications platform, it’s a comprehensive tool for business productivity. Within Teams, employees can chat, share information and knowledge, make voice, and video calls, and even collaborate on projects in real-time.
Combining this all-in-one ecosystem with your contact center technology extends all of the benefits of Teams to your customer-facing agents. With a unified UCaaS and CCaaS strategy, you can align all of your employees in a unified back end, making it easier for teams to access subject matter experts, data, and documents, without having to switch between multiple applications.
A Microsoft Teams contact center allows agents to manage all of their communications (internal and external) from a single channel. Employees can make calls while connecting with colleagues in a unified backend, and leverage a range of communication methods in one place.
2. Flexible Solutions for Contextual Customer Service
Simplicity is one of the most important factors in delivering an excellent level of customer service. While consumers are using more channels and platforms to connect with companies in the modern world, they don’t want to have to repeat themselves when moving from one channel to the next.
An omnichannel platform like Microsoft Teams makes it easy for agents to retain conversational context when interacting with customers on any channel. What’s more, Teams and your contact center tools can be integrated with CRM platforms like Salesforce and Microsoft Dynamics.
This gives agents access to comprehensive customer data throughout interactions. This data can be used to personalize customer service based on purchase histories, previous interactions, and preferences. Plus, integrations mean it’s easy to upload and share valuable information with other team members through the cloud, allowing for greater consistency.
3. Scalable Omnichannel Communications
Speaking of omnichannel communications, the right Microsoft Teams contact center solution allows you to adapt your customer service strategy to the changing preferences of your audience. Teams already supports voice and video calling, but it can also offer the ability to create chatbots that can deliver self-service experiences to consumers.
At the same time, an intelligent SaaS solution allows you to explore other methods of communication, such as messaging through apps like WhatsApp, or social media interactions. With the right toolkit, agents can access all of these channels in the same place, streamlining customer service.
With fewer channels to move between, agents can resolve problems faster, leading to higher customer satisfaction and retention levels. Plus, companies can leverage insights and analytics to find out which channels their customers use most often, and how they should schedule agents.
4. Exceptional Security and Compliance
Security, privacy, and compliance will always be crucial considerations for companies aiming to deliver exceptional customer service. In today’s world, it’s essential to ensure customer data remains protected, no matter which channels they use to interact with your business.
Microsoft Teams is already designed from the ground up to adhere to enterprise security and privacy needs. There are built-in features available on the platform to help safeguard customer information from breaches and unauthorized access. Companies can set up access controls and use multifactor authentication to minimize the risk of security issues.
Additionally, with the right contact center solution, companies can adapt their system to their specific compliance needs. There are contact center solutions for Microsoft Teams that address everything from HIPAA and GDPR, to PCI compliance.
5. Comprehensive Insights and Analytics
Unifying your contact center and unified communications landscape is one of the best ways to not only improve compliance and productivity, but access valuable insights into your business performance. Microsoft Teams already provides valuable analytics and reporting capabilities to help you track things like employee performance and channel adoption.
However, with the right contact center solution, companies can take these insights to the next level. An innovative solution can help businesses to combine all of their Microsoft Teams and communication data across different channels, to create detailed dashboards and reports.
Businesses can convert raw data into visualizations that highlight everything from customer trends to agent productivity levels. This leads to opportunities to consistently improve and optimize the customer experience. Plus, it ensures you’re allocating your resources effectively in the contact center.
How to Choose a Microsoft Teams Contact Center
Using Microsoft Teams as your contact center solution is an excellent strategic move. It ensures you can combine communication, collaboration, and even automation strategies, to empower employees, boost productivity, and deliver excellent customer service.
However, to discover the full benefits of a Microsoft Teams contact center, companies do need to ensure they’re leveraging the right partner solution. An intuitive, modular platform, which allows you to manage all of your communications tools in one convenient environment can be extremely valuable. Tools like Conversant’s C360 Communication management platform can be an excellent way for businesses to boost the ROI of their Teams strategy.
“C360 has been designed to help businesses combine and manage their communication channels to offer a truly unified solution for both their agents and customers.
What makes the C360 modules unique is that they are all integrated to work together directly from Microsoft Teams, meaning agents can work in the familiar interface they are already used to.
Our customers tell us that our ROGER365.io Contact Center takes their business communications to the next level with seamless customer interactions and enhanced features such as call signaling and management, social media messaging, supervisor monitoring, CRM integration and Power BI analytics. Furthermore, our clients are delighted we can provide our contact center for up to a third of the price of competing contact centers,” says Simon Nakra, CRO, Conversant Technology.
With this modular solution, companies can combine intuitive Teams calling features with interaction recording, contact center capabilities, and even social media messaging. The all-in-one toolkit simplifies the process of voice-enabling Teams and empowers businesses to adapt their CX strategy to the needs of their evolving audience.
from UC Today https://ift.tt/ZtIqu5b
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