Contrary to the popular belief, Contact Center as a Service (CCaaS) offers similar capabilities and most of the time even better functionalities as compared to on-premises software. If you are not sure about CCaaS, this article might help you to get a better understanding on how Nubitel can benefit your business.
CCaaS covers the following:
- Advanced interactive voice response (IVR),
- Automatic call distribution (ACD),
- Computer telephony integration (CTI),
- Email, text, social chat,
- Social media channels,
- Quality management
- Other advanced features
All these advanced features are delivered via the cloud from Nubitel. We are responsible for the process of maintenance as well as upgrades of the solution. Therefore, we will help to operate all of the systems, making them available for customer use on a monthly subscription basis. This process brings with it a wide array of benefits. These relate to overall customer satisfaction, cost, convenience, efficiency and the customer journey. Here are some of the main benefits a company can experience when adopting contact center solutions.
Enhanced Customer Experience
In the past, calling a customer service center was always a hassle. It would involve being cut off multiple times and would often take hours to find the right resolution for their problem. Those customer service teams using old systems often face challenges with extremely long on-hold times and ineffective agents. This in many cases, would significantly damage the reputation of the business. However, Nubitel makes use of modern technology in order to enhance the customer experience and customer engagement.
CCaaS solutions are meant to provide seamless and synchronised customer service across various channels. We integrate customer interactions from multichannel which allows agents to answer queries or complaints from a wide array of communication channels in a single platform.
CCaaS solutions can also be used for integration with email, call, video call, social media platform and real-time chat. They can also track key points of data such as response times, high call-volume periods and the agents’ performance. This is supported by powerful analytic capabilities that are used for contact center insights. You can effectively adjust your resources based on the in-depth reports in order to deliver the best customer experience.
Enhanced Agent Experience
The conventional contact center actually makes it extremely difficult for service representatives to complete their job. Firstly, customer, product and other information are separated across several systems. Secondly, single-function servers make it extremely difficult to actually locate customer data. This can make agents appear somewhat uninformed, especially with customers now communicating using a wide array of channels. As a result, customers become frustrated and may choose to move to other businesses if their customer experience is extremely poor.
CCaaS solutions offer these agents with synthesized information which appears on a single platform. This saves representatives the stress and time of looking through various sources of data and response faster, giving customers a solution in the shortest time. Instead, business can have a full suite Nubitel Customer Engagement Solution to store and process information they require with ease using our cloud services.
An additional benefit is that agents can be matched to customers based on their specific skill set. On-screen pop-ups will provide agents with the information about previous purchases made by a customer, as well as their interactions with the business across multiple communication channels. This allows agents to not only deliver outstanding customer service, but also upsell products and improve sales revenue. Besides, agents are also provided with browser-based access to all of the customer engagement tools via laptop, tablet or mobile. This improves employee satisfaction with the freedom to switch devices anytime they want. Whereas customers enjoy seamless experience no matter the channel used.
Moving to a cloud-based, omnichannel CCaaS solution can help to save a significant amount in regards to overall costs. This includes costs for the following:
- No upfront investments
- Low power costs
- Minimize hardware utilization
- Reduced IT staffing
- Streamlined billing
- Reduced downtime
The cost saved on extra servers and floor space alone help companies save thousands, if not tens of thousands every year. Rather than paying for these hardware and other costs incurred, companies can simply pay for what they need monthly as Nubitel has a pay-as-you-go subscription business model. Businesses can save on CAPEX (capital expense) and only OPEX (operating expense).
On top of this, businesses are able to experience a number of additional savings. For example, businesses can manage more calls with fewer agents involved. This is due to the fact that we as a CCaaS provider have the essential supervisory tools for monitoring agents’ performance and tasks. This helps to improve productivity as well as reduce the number of staff required to complete a job.
One fantastic benefit of Nubitel contact center solutions is that we provide companies with the ability to meet customer demands instantly. We offer the highest levels of availability and reliability as well as the ability to recover from an error. We can quickly add or subtract the number of agents required during a short period of time, minimizing costs and improving efficiency. Companies no longer need to purchase additional capacity, pay for expensive software or pay for extra servers due to a spike in demand. The cloud simply allows for pay for what you use on a monthly basis. Get your Free Trial here.