Planning to move your contact center to Cloud? You have many choices available now with CCaaS. Companies and BPOs can select from public, private or hybrid cloud. All these can be implemented and feasible at present age especially when your workforce needs to be segregated due to the pandemic.
Omnichannel communication is becoming more and more relevant in the contact center at this present age and day. Social chat has become the most preferred channel for customers to connect with an organization or a brand. Businesses without a platform to manage various communication channels will find it hard to engage with customers and less able to improve customer experience and satisfaction.
A cloud contact center involves the use of a cloud customer engagement solution, hosted on an internet server. Through this solution, all inbound and outbound customer communications can be handled easily and systematically. Cloud contact centers’ agents are able to handle customer interactions via voice, email and even social media from anywhere in the world.
As technology continues to develop the ways in which customers connect with different businesses, the requirements for modernizing the communication in this way for contact centers is crucial. The number of benefits that can be gained from cloud contact center solutions significantly outweigh the losses. Calls are answered within minutes and there are zero up-front capital investment requirements. Here are some of the reasons why you should upgrade your call center solutions.
Enhanced Customer Experience
The main objective of any call center is to improve the level of customer experience that you can provide. Let’s say that your business already runs an inbound contact center. Your customers are calling as they are unable to find a particular item on your app, or they require support in order to place their order. Whether they contact your business using the phone, in-app chat or a social media channel, they expect fast and effective service. If your customers are stuck waiting on hold, they are not only going to not buy from you, but they may also leave a poor online review.
This experience has a direct impact on your business and its reputation. One customer Communications Report found that 38% of customers who have experienced poor communication will switch to another competitor, 66% will tell someone about their experience and 41% will stop buying from the company. With the best cloud customer engagement solutions, you can always guarantee the best services and keep your customers interested.
Scale Your Business
Over time, it is completely normal for your business to change. This can become difficult if you are constrained by your licenses and hardware. Customer engagement process in the contact center is evolving due to this pandemic. This can become difficult if you are constrained by your licenses and hardware. CCaaS on the public, private or hybrid cloud can meet these new changes and demand especially video call. When using a cloud contact center, you can scale up and down with no penalties. As a result, as your needs fluctuate, you can adapt quickly. You can easily add new agents to your contact center, whilst also connecting with your customers in a range of new ways such as in-app chats. However, you can remain competitive and provide outstanding service with Nubitel CCaaS, without having any telecommunications or IT knowledge.
As your business begins to expand into other countries and regions, cloud-based communications will provide you with a deep local inventory of numbers and reliability through global carrier connectivity. Rather than spending days on new contract negotiations, you can skip them entirely. You can get instant multi-region connectivity for all customer interactions from a single platform which your staff that is located in different regions can work on them. This allows you to provide a local experience no matter where you are operating in the world.
Greater Agent and Supervisor Versatility
CCaaS is easy to set up and use immediately, we also guarantee greater remote agent and supervisor mobility. Nubitel provides you with data and processing capabilities on an on-demand basis. Agents are able to work with no geographical restriction and boundary, which allows for greater flexibility and maximum efficiency without any additional costs. What’s even better, agents and supervisors can manage and handle interactions with Nubitel Mobile Contact Center App as well as analyze performance with Quality Monitoring (QM) while working from home or on the go. This allows for greater flexibility and maximum efficiency without any additional costs. In current pandemic situations, agents can work from home, and Nubitel will provide the Omnichannel Customer Engagement Platform and CRM to support and personalize each customer interaction. Furthermore, our solution can provide supervisors with in-depth insight and analytics, with artificial intelligence (AI-powered) modules to help with making decision.
Whilst all of these benefits may sound fantastic, how much are they actually going to cost your business? With so many advantages, surely this option must be the most expensive in the market? In reality, using a cloud-based solution is actually cheaper. Without having to compromise on the quality of your services, you can deploy and rapidly iterate, improving with each cycle with Nubitel. Cloud solutions are actually very cost-efficient and can help small businesses to significantly reduce any upfront costs that on-premise solutions would usually require to operate.
Cloud Contact Center is a Myth or a Reality?
Many claim that the cloud contact center does not have the functionality of an on-prem contact center. This statement is not true as all the functionality in a cloud contact center is comparable with on-prem contact center and most of the time has even more functionality, flexibility, and scalability. Local Service Provider (LSP) provides faster and higher data plans to the consumers and businesses, this works well for the users in terms of connectivity. With the numbers of contact center adoption exponentially for CCaaS, Cloud Contact Center is no longer a myth but a reality.
Nubitel is a cloud contact center solution that can be upgraded for a relatively low price, allowing contact centers to integrate platforms and reduce costs by using a pay-as-you-go consumption model. We offer a Free Trial for your business to ensure that our solution is the right one for your business.