Implement Unified Communication for Your Customers

With growing emphasis laid on the customer experience, businesses need to think about stepping up and optimizing their existing IT ecosystem. In order to stay relevant as well as competitive in the modern complex business environment, they ought to think on a priority to implement or migrate to a better technology. A system of working that can maintain a seamless customer experience which will not only retain existing customers but also add new and increase the number through word of recommendation and other channels.

A System That Meets the Growing Demand of Customer Service & Customer Expectations

Technology is constantly evolving, creating more sophisticated versions of software every day. With digital and artificial intelligence (AI) picking up, traditional call centers and BPOs are also getting drawn towards the advantages of the cloud-based centers. They are trying to explore how the technology can be used for improving their business by creating better customer experience channels and creating multiple interfaces offering conveniences to the customers.

Evolving Need for Unified Communication

Demand for unified communication is continuously rising and more and more businesses are contemplating migrating to it, yet we have hundreds and thousands of them who still maintain their critical data on physical systems. They still use physical infrastructure, maintain bulky communication servers, headsets installed, configured, licensed and made compatible for their industries, and so on. All of these require physical space over other things. It impacts their strategic and budgetary decisions impacting operational costs, restricts mobility of CS Execs and more. The most critical part is the data breach, something that all businesses are very sensitive about. Security and privacy of a large customer data becomes a tedious task for call centers who operate from on a physical premise.

The Process of Migrating/ Shifting has begun

With a growing awareness as to how the technology can create an edge and advantage for businesses, on-premise call centers are getting substituted by cloud call centers. Organizations in huge numbers are chalking out plans to migrate to cloud based call center software. As the word is spreading about the kind of advantages the cloud call centers come with, they are becoming an infrastructure choice for majority of organizations.

Primary features driving organizations towards unified communication software or cloud phone is undoubtedly the speed of deployment. Other reasons include improved profitability. It is a scalable technology that can be expanded with growing customer base. It comes with a foolproof security system where all your data related to customer information as well as other information remains secure and protected.

How Unified Communication System Works

Cloud-based unified communication technology is a network-based service that the software service provider offers remotely to businesses via a subscription model. Call center software introduces your businesses to innovative solutions to help you tackle traditional pitfalls of your business.

Organizations that are adopting or shifting to unified communications are experiencing the value that no other technology other than cloud-based platforms can offer. Installing call center software brings out an obvious and rapid improvement in customer interaction, and customer satisfaction. It also helps organizations to pin point the areas within their set-up that can benefit by implementing this model. 

A good unified communication software service provider will also help you to create & integrate business specific functionalities that can help you to give your customer a smooth journey of doing business with you again.

Go for It!

So, if you’re an organization looking to adopt a technology that can help your business grow and expand there’s nothing that can serve you better than considering to install the scall center software.

No matter how good your product or services are, or how long you’ve been in the business, your expertise, your team; or how impressive your professional profile reads on social media, or how active you’re on them; how many likes your posts receive… if you are not able to keep your customer happy, none of all these hold any value and your business may not see the success it deserves to. The most important part of any modern business is how you treat your customer, how does he feel doing business with you, how promptly do you attend and respond to his queries, how quickly and how amicably can you resolve their issues for them. These are the things which go to create an experience for your customer.

One technology that can make it possible for you to offer superior customer service is through unified communication or cloud phone. Do talk to a service provider to get all the details and install cloud call center software.

Why Service Desk Software Is Important for Businesses?

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If we were to define and explain the importance of the service desk software in one paragraph, it may not be possible, but it should go something like this.

Customer has been the king forever. It is s/he who decides whether your business will sustain or meet the dust. This means if you are a businessman, offering services or products to the customers, it is for you to do everything to ensure you stay in the business. So, your focus will be on making or keeping your customers happy. You must do it by providing top quality product, top quality price, customer friendly policies, and hassle free after sales services.”

If you’re able to achieve all of these, you are likely to survive the competition. If you lag in any of these, your competitors will get past you and by the time you prepare and come back into the scene, chances are that the competition might have increased, and so would standards of the services.

Service Desk Software - a game changer for online businesses!

Service desk software also called by other names like Cloud call center providers, Cloud Call Center Software, Cloud Contact Center Software, is amongst the most important tools any modern business can have to upgrade its existence & improve chances of its success and survival. This software will solve many problems for a business, bringing customers closer. When a customer buys your product online, the confidence you build in his mind about your product is by delivering it on time and of good quality. In this situation, he is likely to visit your online shop again and avail of your services or buy your products.

However, if you also install a Service Desk Software or hire services of cloud call center service provider to install as a part of your online business machinery, you are empowering your business with a whole new experience to offer to a client doing business with you. A Service Desk Software has undoubtedly proved to be a game changer in the success of any business. Enabling businesses of varying sizes and geographical locations & reach to be available for their customers 24X7.

Functions Cloud Call Contact Center or Cloud Call Center Can Perform

Cloud call center software can help you to track the customer activities from the start to the end. For a customer, it makes life a lot easier because no matter which channel he or she uses to communicate with you, your executive will be able to sync and track it. The cloud call centers enable the businesses to respond quickly and accurately to the customer queries. The customer can connect with you anytime and you will be able to respond swiftly. Such seamless interaction changes customer’s entire experience of doing the business with you. When this happens, a customer is more likely to remember the experience. In other words, no matter how much products a customer buys from you or how many services he avails from you, the experience he gets from doing the business with you matters greatly. If the combination of quality products and amazing services is good, your business will go great. Thanks to the AI, service desk software has been able to add human touch like never before.

Benefits & Conveniences of Cloud Contact Center Software

The service desk software empowers the business with functionalities that facilitate quick and meaningful interactions. Installing this software comes for a miniscule cost as compared to setting up the infrastructure to make all this happen. The term Cloud Based simplifies all that it stands for. There is no requirement to install heavy and expensive IT infrastructure or employ a team of savvy engineers. All that a cloud call center software needs, is a mobile phone. If you have ten customer support executives you need one service desk software with ten extensions, one for each executive in his/her phone. The manager can track activities on his mobile phone of service desk executives as well as the customers.

Everyone is free to work from where they wish to. Thus, remote working is very much a possibility with this software. Workflow and quality of interactions can be maintained impeccably for the manager can view every data, minute to minute in real time. In addition to this, installation of the service desk software is also affordable.

Conclusion

Every business should have a service desk software. There are many providers of the cloud call center solution who can create customized solutions for you on demand. This means to provide the best customer service to your patrons, get the software that syncs with your business model. This solution continues to be in high demand and has given a new lease on life to many businesses. Changing the customer experience is the core of all businesses. All entrepreneurs whether they’re targeting local clients or global, ought to understand and realize that customer is a customer whether local or global. Your success depends on them, so keep them happy

Service Desk Software – The Features of Good Call Center Software

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If you are planning to shift to the cloud call center from a traditional set up, the features discussed in this blog post should be able to help you to take a better and a more informed decision. Remember, choosing an inappropriate cloud call center software can decline productivity of your team mainly by ruining customer experience.

When businesses arrive at a stage where they have to choose cloud phone software, there are plenty of different options available. Some hold good for outbound call centers, some are more appropriate for the inbound call centers. Each cloud center solution comes with different functions.

Your Cloud Call Center Software Provider Should Offer Multiple Choices

When you decide to go with a certain cloud call center software solution provider, make sure the software offers ACD, i.e. Automatic Call Distribution. This feature helps to improve productivity of the cloud call centers. A good service provider is likely to offer you several Advanced Call Distribution Center Strategies to choose from, based on your business need viz. skill-based routing, uniform routing, simultaneous routing etc.

 Interactive Voice Response (IVR)

IVRs is a feature that helps businesses to deliver a consistent and efficient experience for the customers by ensuring the system is programed by prerecorded messages that allow the incoming caller to navigate through the menu and reach to the right customer service department or the right call center agent in order to raise an issue or to get an answer to the query.

IVR also offers support to the customers by helping them resolve their issues without having to speak to a person. The software is designed to offer an explanation and self-service support, which helps the customers to resolve the problem on their own. The IVR system sends them to the right department based on their responses.

 IVR vs. Auto Attendant

Not all businesses need an IVR system. For many businesses an Auto Attendant, which is a simplified version of IVR, can also suffice. If all that your business needs is to direct customer to the right department, Auto Attendant is sufficient.

Call Recording Feature

Call recording has become a popular and sought after feature and practice in modern business set-ups. This is why the call center software you opt for should also be able to record phone calls. These real time recordings are not only going to be useful for training your new teams as they get ready to join, but they can also help you increase your team’s productivity and take the customer satisfaction and experience several notches higher.

Computer Telephony Integration (CTI)

CTI helps to add pace to business by helping you work effectively and efficiently. Good cloud phone software comes with a CTI system with which functions of your phone get connected with your computer. A CTI can instantly transform your computer into a virtual call center. All it takes is a few seconds to integrate to incorporate the phone into your work processes.

Desktop Notification

A cloud phone software is supposed to ensure that you don’t miss any calls that are important for your business. Desktop Notification feature make sure that you will never miss an incoming call by offering a convenience of pop-up notification on your computer or phone. Thus, you’re always informed about calls that are coming your way or that were missed due to the reasons whatsoever.

CRM Integration – The Most Critical & Powerful Feature

Looking for a powerful yet simple CRM integration into your existing cloud phone system can empower your team manifold. Your cloud contact center software  is supposed to help your team to work faster, better, and with more efficiency. CRM can make this possible because it is a feature that not only helps the team within the organization to communicate with each other; it also streamlines and syncs communication that client might have engaged in at different times using different communication tools like SMS, Email, Call, via Social Media, and so on. CRM syncs all this communication and presents it before the agent or executive attending to the customer. Being well informed and updated on what client seeks, helps to offer better services and keeps the client satisfied, happy, and wanting to come back.

Cloud Call Analytics

Businesses must understand the impact of monitoring and measuring your metrics in order to optimize your operations and growth. When you get into the practice to regularly measuring and tracking your analytics, it improves team performance by incorporating data-driven changes to your workflows. When selecting cloud phone software, you should be clear about which data is going to be important that you would like to collect and track. When you make an uninformed decision to install the software that doesn’t meet your needs or gives you incomplete data, it is no good. The best cloud call center solution providers provide advanced analytics monitoring for you to track everything in real-time.

Concluding Thoughts 

Achieving your goals and KPIs is absolutely possible provided your call center executives deliver great customer experience. On your part, you must ensure that the cloud phone software you install, supports your team and business model and helps your company to grow. If you choose a cloud-based call center solution with features your business needs, you are prepared for future; you’re equipped to deal efficiently with customers and competitors alike.

Choosing the Right Outbound Contact Center Solution

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Choosing the Right Outbound Contact Center Solution

 

Business environment has undergone a tremendous evolution in the recent years. Likewise, the customer behavior has also undergone a change. Now they prefer to reach out to the companies they’re doing business with, through modes other than making a phone call. In the recent years, it has been observed that their focus has shifted from calling to messaging in order to communicate with their service providers.

Unified communications, cloud communications are the most modern systems used by the customers for the business communications. Cloud phones have become a primary mode of communication for the enterprises across the globe. Above everything, omni Channel creates an ease for the customers wanting to reach out to their service providers or sellers for any reason whatsoever. Whether they want to make a general business enquiry or are looking to resolve a complex problem requiring several people to stay in the loop, choosing the right contact center solution can ease the process of doing business for an enterprise.

Rising Demand for Omni Channel Solutions

To keep up with the changing trends, businesses ought to consider upgrading and updating their communication technology to meet the demands of their customer that will improve their experience of doing business with us. No matter where your business originates, where your workshop or warehouse is; whether you operate from Philippines or any other location, cloud phones are designed to integrate seamlessly with the organization’s existing communication system and work towards improving user experience & interface. Thus, driving business towards the growth and success. Because of the benefits and advantages that unified communications offer, all modern call centers are software centric. You don’t get to see the heavy & space occupying hardware in the modern call centers. Hardware and machines have become obsolete now.

 Why Omni Channels Have Become Necessary 

The way business is conducted across the globe today is nothing like it used to be a decade ago. Similarly, the way we communicated with our customers, clients and the business associates, has come a long way. As the technology has evolved, the role and the influence of the social media has grown leaps and bounds; likewise, the way we get in touch with our customers or vice versa has completely changed.

 Inbound & Outbound Contact Center Solutions

These are two major ways a cloud phone center operates. Both types of Omni Channel Communication centers have customers at one end and teams at another. Outbound cloud phone centers are those in which offices or businesses reach out to or get in touch with the customers; it could be for telemarketing, lead generation, telesales, research etc. Whereas the Inbound Call Centers receive calls from the customers to resolve their issues or to answer their queries.

Outbound and inbound call centers simplify your business communication as they’re a cost-effective, secure and reliable virtual communication solutions. An organization may need one or both in-bound as well as outbound cloud call center software, depending upon the nature of their work. However we’re going to focus on how does an organization choose an outbound call center solution.

 

Choosing the Right Outbound Contact Center Solution

Once you’ve figured out that your business needs an outbound cloud call center, the next thing you need to pay attention to is to look for the functions your call center is supposed to perform. Based on it, you have to choose features for your outbound cloud phone software.

Integration with Multiple Channels

An outbound call center software solution ought to integrate multiple channels such as SMS, social media messaging, video, web chat into the existing systems in order to keep a track of all their customers.

Reliable With Least Downtime

While choosing an outbound Cloud phone, Philippines or Philadelphia the software solution should be able to maintain 99.99 % uptime. Every business wants to grow and expand hence a downtime while communicating with the customers is unaffordable.

Collect Data & Generate Report

The outbound cloud call center solution you choose should be equipped to monitor daily activities, collect relevant data, and also be able to generate various reports. 

Secure

The unified communications or Omni Channel you choose must provide tight security. It should also be designed to detect any intrusion in the server. One is advised to thoroughly analyze the security measures provided by the software before making a final decision to buy and install it.

Integrating your contact center with a software solution that will work for your team and business is a big decision for any organization. The information shared above will hopefully help you choose an outbound cloud phone system or software that is best suited for your industry or business and its peculiar requirement. Because, if for the lack of information, you end up choosing software that does not match your expectations or doesn’t do enough for your business, then it could seriously cost your business money and several lost business hours for your team.

So, take your time to research, analyze, and only then shortlist and choose the best cloud call center software solution for your business.

Benefits of Switching to a Cloud-Based Staffing Software Solution

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Benefits of Switching to a Cloud-Based Staffing Software Solution

 

Communication has always been the most critical tool for success of any business. In today’s business environment, most of which is technology driven, its importance and efficiency has improved manifold. It has become all the more important to provide your team with the right technology and tools to empower them to communicate well with their clients and customers.

 Creates an Environment of Better Adaptibility

Cloud call centers are super easy to set up. As soon as they are installed, the system is ready to use. It offers much greater agent versatility. The unified communications solution has an inbuilt data and processing capabilities available on-demand. This empowers companies to serve their clients from virtually anywhere in the world. Thus, by installing cloud call centers, brands and companies can provide 24/7 customer service. Cloud software solutions allow executives working at different locations to work in tandem effectively, which results in creating greater flexibility and optimizing efficiency for companies at once.

 Elevates Performance of Call Center Staff

Besides being easy to install and immediate to use, it also offers flexibility in working conditions. People working with cloud call center software have displayed much superior efficiency. Being an intuitive interface, cloud solutions facilitate gathering and handling customer data from across various channels and view it on one platform. This helps call center representatives to resolve customers’ complaints and issues with much better precision. Features like ACD, IVR, and priority callbacks prove to be extremely time-saving. Besides, the in-built software is designed to efficiently route and match customers with the most qualified representative to resolve issues. And this leads to attaining optimal customer experiences. It’s a win-win situation for both customer and the representatives. As on one hand good service gives customer a great experience, the representative on duty also experiences satisfaction for having served the client well.

Boosts Security

Whether in Manila or any other part of the world, Cloud Contact Center software comes with great security. You can secure highly classified or sensitive data in a private cloud and store less sensitive data in a public cloud. Public cloud comes at a lower cost compared to private cloud. In addition to this, compared to on-premise solutions, cloud call center will also provide your company with stronger disaster recovery management.

When disasters or accidents occur due to natural or manual follies, on-premise solutions usually face hurdles as they are not always equipped to envision the extent of damage and accordingly handle the hurdles; and thus business workflow gets hit. On the other hand, that is never the case for organizations that work on cloud call center software. Irrespective of accident, data damage is negligible, and the software also provides seamless operational functionality. Cloud call center staff continues to connect to customers through mobile devices even when connectivity is compromised owing to disasters.

Low Cost Solution

Setting up unified communications solutions is indeed and undoubtedly a low cost solution. There is no need to incur expenditure on installing heavy machinery and hardware which on one hand is hard on the pocket and on the other occupies space. Cloud solutions are cost-efficient, need little space as there is no requirement of machinery and infrastructure. This significantly brings down the upfront costs unlike the on-premise solutions. Not only installation, even upgrading hosted cloud solutions is a quick and an inexpensive affair. There are also options that enable contact centers to integrate platforms and lower the costs by opting for a ‘pay-as-you-go’ consumption package. Call center software service providers also offer free trial before installation so there is fewer chances that you will end up buying software that does not serve your purpose.

Unmatched Customer Experience

When it comes to the customer satisfaction nothing can match the Cloud Platforms. When a client gets an immediate call back by the customer service agent and his queries are resolved quickly, the client is not required to make multiple calls or write to the customer service repeatedly requesting to resolve the queries. His problems are routed to an expert executive and resolved at the earliest. This reflects efficiency and professionalism of the highest order. This way, the client trusts the organization with which he is doing the business as he knows that the organization is at his service 24×7. He is nothing but happy. Good customer experience retains business and plays a critical role to help the company to grow and expand its operations.

Cloud Computing Platform for Call Centers

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Cloud Computing Platform for Call Centers

Customer service is a defining factor in the customer experience that influences customer’s action at every stage of business right from the customer’s purchasing decisions to sticking to your brand, referring to their friends and family, and of course revisiting to buy again. Hence, to offer top-notch seamless customer service is not possible without setting up a system that enables your customer service representatives to engage with your client in a positive environment. This is where cloud contact center comes in picture. It is a simple, reliable technology that takes performance of your customer service team many levels higher and offers the customers with a great experience of doing business with you. Cloud call center software or platform is an easy to use, simple to install, and a complete, unified, cloud communication system designed to support multichannel or Omni-channel communication between customers and agents. It optimizes customer experience as well as customer service staff experience.

 Call Center VS Contact Centers

Before taking the discussion further, let us understand the difference between call center and contact center. While call centers and contact centers provide the same customer service and enable us to connect with our customer and vice versa; the difference lies in the kind of communication channels they use. Call centers use a single channel, a single tool, i.e. the phone to connect with the audience. Contact centers on the other hand, uses several communication channels to communicate with the customers. Call centers were the norm before digitalization. Contact centers emerged post digitalization. Digitalization revolutionized the experience of communication, infusing ease, seamlessness, and continuity like never before. Defining Cloud Software Call Center Cloud Contact Center is a web-based software solution or platform that enables an organization to handle its inbound and outbound communication with the clients and other associates. As it is clear from its name, this software is based on the cloud, and there’s no need for a physical space to set up or install this technology. Gone are the days of traditional call centers where entire floors would be dedicated to wired machineries, complex circuits, electrical connections, hardware, and so on; and a set of engineers always on alert, looking for red flag. This is not the case with cloud call center software. This technology being cloud-based can be accessed from anywhere, anytime. This gives an organization flexibility to employ customer service team from across the world to scale workforce in order to meet demands as and when they feel the need.

Functioning of Cloud Call Center Software

Whether you decide to set up cloud-based contact center platform in Philippines or Philadelphia, the technology and its deployment process remains the same. It is built around the main technologies of the automatic call distributor (ACD) and the interactive voice response commonly referred to as IVR system. However, this set-up is not limited to communicating with clients or customers just over voice calls. When an organization sets up cloud call center technology, it empowers them to integrate and sync a wide range of communication channels that include email, SMS, live chat, and social media. Syncing of various communication platforms simply means that when a service executive sits on the system, and customer calls, the executive while attending the call can also view all the different actions taken by the customer so far. In a scenario, where a customer had called earlier and had spoken to a customer service agent, and he sent an email and was issued a ticket. Now if the same customer calls and a new agent answers the call, all the previous communication lands on the screen of this new executive and the conversation automatically becomes much more effective and precise. This in turn helps in better coordination in the customer service department. The outcome is quicker resolution of the customer’s problem, and the working experience goes on a new higher level. A happy and a satisfied customer is good for company’s growth. The system also has built-in workforce optimization capabilities that helps the company or an organization to manage the staffing; also facilitates reporting tools through which one can identify the most potent opportunities for the growth, that have not been handled well. It allows the manager to draw the attention of the agent who was unable to handle the customer query in a satisfactory manner and to discuss an alternate way to effectively handle the same.

Shifting from Legacy to Modern Cloud – based Call Centers

When an organization decides to replace its traditional legacy call center technology with the modern cloud-based software, you can be sure of reducing costs, expanding service capacity, improving your service levels, and boost customer satisfaction ratings dramatically. Not to forget this technology offers convenience of being easily accessible; can generate real time reports to offer the process manager a new perspective on its team’s performance from remote location. Cloud call center software or unified communication has a far-reaching impact on a company’s ability to meet customers’ needs and exceed expectations, scale service capacity based on demand, and protect your business data as you walk on the path of growth.

Call Center Software – Complete Outbound & Inbound Solution

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Call Center Software – Complete Outbound & Inbound Solution

 

The pace at which cloud markets are growing globally, cloud based call center software are an ultimate tool for customer service.

To retain customers in today’s environment of cut throat competition; to give them reasons to stay with us, there are many factors we can’t afford to underestimate. First is the personnel managing interaction (help Desk/Reception) & second your Cloud Call Center Software. Both ought to be well oiled to drive home better CX, improve productivity, cut down on internal resources (expenses) among others.

Inbound & Outbound Cloud Call Center ;

Cloud call centers can be inbound or outbound. Inbound cloud call centers receive and answer calls. Handling customer complaint, scheduling doctor and other appointments are duties of an inbound cloud call center team. Outbound cloud call center agents make calls. Sales call, lead generation, market research, telemarketing are some of the duties and roles of an outbound call center representative. 

Cloud contact centers offer greater scalability, improved efficiency, and lower costs to companies. They are an ideal choice for businesses looking to optimize customer service practices with maximum efficiency. 

Easy to Install; Offer Greater Flexibility

Cloud call center software is a hosted & easy to install solution. It comes with processing facility which helps organizations to hire representatives, agents, or employees from different parts of the world. It then provides an interface where employees of one company hosted in different locations work as a team with optimum efficiency.

Easy to Install; Offer Greater Flexibility

People working on cloud call centers have reported improved efficiency. Cloud contact center is an intuitive interface, supported by AI. Cloud call centers are equipped to handle customer data across various channels and can resolve tickets on time.

Cloud call center has features like ACD, IVR, prioritized callbacks etc. It saves everyone’s time. Precise routing enables callers to get through to the most qualified agent to ensure the issue is resolved quickly.

IVR is a speech recognition technology integrated into cloud call center software which directs the caller to the relevant department. It is used in inbound as well as outbound cloud call centers. ACD is Automatic Call Distribution. It routes the caller to their desired destination. It ensures customer’s call reaches the help desk that can quickly and efficiently resolve the issue for them. 

Scalable Software – Can be expanded based on usage

Cloud call center software size can be stretched or reduced based on usage. Meaning, the software offers unrestricted scalability. A growing company that suddenly receives spike in calls or enquiries; or receives high traffic on particular days can employ additional staff and the same cloud call center software can be scaled to meet the increased usage.

High Speed Video Calls Create Better Connect

Unified Communication platforms facilitate high-speed video conferencing & chats which create an instant human connect and take the experience of doing business at a different level. It minimizes the need (and hence the cost) of business travel. Employee collaboration becomes far simpler and more effective.

Organizations can upscale or downscale usage with a click

Unified communication facilitates a growing business scope to upscale instantly with a click of a button. Likewise, if one of the branches of the office is shutting down, you can reduce usage instantly without having to unplug or dismantle infrastructure etc. Unified communication also enables you to carry office with you on your personal mobile wherever you go without having to carry office laptop. All you have to do is download the app on your mobile and you are sorted.

The evolving communication trends have changed the face of the business. As IT continues to evolve, it will come up with better ways of doing businesses. Unified Communications solutions will continue to reign supreme and drive digital transformation. Unified communication creates higher operational efficiency for businesses, improves user experience and businesses scale with ease in UC environment.

Cloud Call Centers better equipped to handle natural disasters

Cloud solutions offer stronger disaster recovery functions vis-à-vis standard equipment and standard office infrastructure. When natural calamities occur, business workflow is impacted. However, organizations using cloud call centers ensure there is no disruption in operations. Executives can remain in touch with customers through mobile devices when connectivity is disrupted.

Qualities to look for in an inbound or outbound cloud call center executives

These are generally and mostly entry level positions and call center executives can take up part time or full time remote jobs. You ought to be a quick thinker, patient, and someone who possesses natural flair for communication and can quickly put the person at the other end at ease. This is a demanding role and other qualities more to do with the profession may include knowledge and experience.

Efficient Executive + Superior Cloud Call Center Software = Top Class Outcome

When an efficient call center executive gets to work on a superior cloud base call center it empowers him/her to deliver an excellent job. The combination drives home better productivity and performance. A good routing system that is part of good loud call center software ensures the call reaches the desk of an agent who is a pro at solving such issues or addressing queries of similar nature.

A good cloud contact center keeps up schedules and reduces downtime. If offers a real-time insight and KPIs which helps to improve sales as well as service. The biggest advantage of it is that it allows employees to work from home. The tools available in cloud center software facilitate interoffice unified communication with ease. Plus, it can be integrated with several business tools.

Cloud contact center offers benefits to customers as well as businesses. Employing trained agents on cloud contact center leads to super customer experience. Issues handled efficiently by call center executives earn the organization appreciation and positive reviews from clients. Workers also feel empowered when they work in amicable environment and are able to resolve client issues. With features like efficiency, security, and scalability call centers are at the top of their game.

 

What are the Benefits of Unified Communications?

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What are the Benefits of Unified Communications?

Unified Communication (UC) – A Future Perfect Communication Solution

 

Unified Communication is a solution for businesses and offices to overcome communication barriers caused by the distance. Installing this system saves companies from employing diverse communication channels.

Unified Communication is growing at a rapid speed. It syncs all the communication channels that a business uses for its day-to-day functioning. It creates a common interface for email, SMS, instant messaging, voice, video conferencing and audio to give business, a continuity.

Unified Communication is part of digital infrastructure that offers seamless inter-office & intra office communication. It keeps employees and clients connected and on the same page.

In different parts of the world, from Pennsylvania to Philippines, Unified communication is referred to by several other names like cloud phone, cloud communication, OmniChannel etc.

Who can benefit from Unified Communication ?

Omni Channel Communications strategy is proving to be beneficial for organizations that (i) employ global workforce, (ii) employ work from home staff (iii) need to stay in constant touch with employees working on the field, and/or (iv) employees who work in odd shifts and (v) growing businesses. Unified Communication is also vital for IT professionals responsible for streamlining communication within business operating from multiple locations.

Bringing all the communication channels on a common platform improves productivity of a business. It enables employees to collaborate from any device, anywhere via this platform.

The first and foremost advantage of Unified Communication is that it facilitates remote working.

It retains the employee efficiency by gauging their performance remotely.

People can work from home without having any technical knowledge or setting up infrastructure.

Employees can communicate via their laptops and mobile phones by logging in to their company’s UC platform. They can connect with fellow employees via videos, calls, text messages, etc.

Improves Efficiency

According to a report published by Forester, Unified Communication can help your teams to operate more efficiently.

  • It reduces weekly downtime by about one to eight man-hours.

  • As unified communication makes all the communication channels easily accessible and information is handy, the decision making is also quicker.

The above two benefits, i.e. saving time and improving productivity not only improves operational efficiency but also helps management to arrive at a consensus and make important business decisions faster.

UC Streamlines Business Communication

Unified Communication creates a single interface for your business. The entire communication trail is visible to user, no matter which interface has been used by client to communicate the message. When complete message appears in front of the user, it makes better sense. There are fewer possibilities of lapse in understanding.

Customers on the other hand are saved from the harrowing experience of repeating themselves each time. UC is a powerful tool for business with multiple features that streamlines communication.

Saves Cost – Local to Global Business Communication

At first, switching to UC may sound expensive. Synching all communication channels and brining it on one integrated platform may feel extravagant. However, the fact is that it reduces cost. As UC is cloud based, there is no need for the servers. UC makes it simpler to run a business with branches in different corners of the world. With cloud phones, you are not going to require that many services and equipment. All this brings down the costs significantly.

High Speed Video Calls Create Better Connect

Unified Communication platforms facilitate high-speed video conferencing & chats which create an instant human connect and take the experience of doing business at a different level. It minimizes the need (and hence the cost) of business travel. Employee collaboration becomes far simpler and more effective.

Organizations can upscale or downscale usage with a click

Unified communication facilitates a growing business scope to upscale instantly with a click of a button. Likewise, if one of the branches of the office is shutting down, you can reduce usage instantly without having to unplug or dismantle infrastructure etc. Unified communication also enables you to carry office with you on your personal mobile wherever you go without having to carry office laptop. All you have to do is download the app on your mobile and you are sorted.

The evolving communication trends have changed the face of the business. As IT continues to evolve, it will come up with better ways of doing businesses. Unified Communications solutions will continue to reign supreme and drive digital transformation. Unified communication creates higher operational efficiency for businesses, improves user experience and businesses scale with ease in UC environment.

Contact Your Customer With Cloud-Based Call Center

cloud call philippines

Contact Your Customer With Cloud-Based Call Center

Call center software has traditionally been known as a phone service for resolving customer issues. Though it remains a prime customer engagement method, many communication channels have developed and taken the quality of customer’s experience of doing business online, a lot higher.

We’ve created this blog to share information regarding important aspects of installing and integrating cloud-based call center software for the sales force of your enterprise. You’ll learn about difference between call centers and contact centers as well as their features and functionalities. Through this blog we will also throw light on points you ought to keep in mind to select the best contact center software for your business.

What is Cloud Based Call Center ?

Cloud-based contact center is advanced functionality software which empowers an enterprise to handle customer calls and engage in customer interactions via web. Cloud software service provider’s job is to customise and install technology or system for a business house that will help businesses of various kinds to create a better experience for their customer. The contact center software primarily focuses on providing multiple communication channels, viz. phone, social media, email, text, live web chat, that client can choose to interact with the organization based on his/her convenience. Cloud software service offers advanced functionality which goes beyond dialing and receiving calls.

Customer Interaction is a critical part of any business irrespective of size of business or its geographical location. Modern online customers use email, chat, social media and text to connect with clients they want to engage in conversation or business with. This trend of connecting via diverse channels has seen a steep rise in recent times. Considering it, the need to modernize the call center has become imperative; and more and more business houses are showing interest in installing the upgraded cloud- based call center software.

Demand for Call Center Software Solutions on Rise

Every competent business organisation that wants to stay at the top of its game should consider adding as many communication channels in order to give its customers a superior business experience. No matter where your business is based, Vietnam or Philippines, call center software has the power to strengthen your engagement with your potential client improving your chances of success manifold.

How Does Cloud Contact Center Service Work ?

Cloud contact center software facilitates multiple communication channels for incoming & outgoing interaction between a customer and the business via voice, text, ticketing, social media and video communications with help of a high-speed internet connection. This is also a very convenient and hassle-free option because when an enterprise hires services of Contact Center Software Service providers, responsibility to handle the technical setup, equipment, and maintenance of the servers lies with the Contact Center Software Service provider.

How Does Contact Center Software Service Work ?

Business houses that opt for cloud-based software solutions neither have to purchase any telecom hardware nor worry about the installation and its maintenance. When you choose powerful & easy-to-deploy-and-use call center software, it lowers your IT infrastructure installing cost and improves Return on Investment (ROI). What your business get is a full-featured, multichannel contact center with advanced functionality to deliver better customer experiences.

Difference between Cloud Based Call Center & Contact Center ?

Businesses using cloud-based call centers are equipped to handle heavy flow of incoming and outgoing phone calls as the software offers scalability. Representatives or sales team interacts with customers over phone in real time from office or remote location (home, holiday).

On the other hand, business that deploys cloud-based contact center software, sales team or representatives handle enquiries and interact with clients not just over phone, but via multiple channels that includes phone, email, social media, text message, and live chat.

Also, cloud based contact center enables representatives to access and view customer data and past interactions from all the channels they may have used in their previous interactions. Access to such information helps sales team to offer support & solutions which the customer is expecting. Sales team has the option to choose to reply between text message, live chat, call with a software-based dialer, ticket etc.

Factors such as secure data integrations and access to data that can solve clients’ issues to their utmost satisfaction makes cloud contact centers an ideal solution for overall growth of business. It is an effective tool for sales teams to set their organisation on the path of growth.

Advantages of Opting for Cloud Contact Center Software

Demand for cloud software service providers is on the rise. Whether you want to hire service provider of call center software in Philippines or New York, everyone agrees it is a highly modern, business-friendly, feasible & effective tool. The set-up & installation of cloud contact center software is quick. Maintenance costs are low. Business data is stored in cloud, in a highly secure environment. The software enables user to work from remote location. It helps users to perform at their optimum; improves efficiency and productivity of the team using the system. The software is scalable, meaning when volume of calls increases it can be managed on the same software and there is no need to replace to upgrade the installation. Last but most important, it takes customer experience many levels higher, improving organisation’s chances and pace of growth.

Those planning to shift to cloud contact center software should also read ‘How to choose the best software?’.

Dated : March 2, 2022.

Cloud Contact Center for Global Customer Care

omnichannel

Cloud Contact Center for Global Customer Care

An Omni-channel contact center is a cloud-based customer service function which gives customer a choice to interact with the host via multiple channels. In other words, Omni channel contact center is a platform that offers assistance to your global customers to communicate with you, through multiple channels like phone, social media, email, text messaging, video, or live chat as per his/her preference & convenience.

Hiring services of cloud software service provider or Omni-channel contact center service is a highly recommended and sought-after option in modern business environment. The new tool offers an entrepreneur more flexibility and convenience compared to hosting one on a local server. Omni-channel software service is also equipped to meet an entrepreneur’s requirement of extra bandwidth instantly, saving a considerable amount that s/he may be required to spend on a complex and expensive update if they have their own IT infrastructure.

Customers in the course of processing a business transaction often don’t stick to a single communication path i.e. they are likely to switch between a mobile app, email and a phone call in the course of transacting a business. This is where hiring Omni channel contact center proves to be effective as the software offers a good customer experience as it offers liberty to seamlessly switch back and forth across channels. Cloud based services also facilitate customer’s details of the transaction history at every touchpoint, which customer as well sales representative at the other end finds extremely convenient.

Omni Channel Contact Center elevates a customer’s experience of doing business with you at every step. Suppose a customer decides to initiate a live chat to sort out a confusion in the order placed and in the meantime the representative from the other end is proactive and calls the customer and helps to sort the confusion out; or sends the transcript of entire chat after solving the problem on email or mobile… these things add to the positive experiences for customers, helping the business to grow.

While choosing cloud software service providers or choosing Omni Channel Contact Center, businesses need to ensure that they have the right technology that can seamlessly handle routing of contacts from multiple channels. Their workforce management system should be adept at forecasting volume for the different channels and assign jobs to multi-skilled agents based on the volume. At the same time a reliable cloud software service provider who hosts and maintains cloud based technology should provide customer service team with history of customer data that can help them to offer better level of service. With a good cloud based software system in place a company can smoothly and holistically run its contact (or call) center operations.

Hence while choosing cloud-based software service providers or Omni-Channel Contact Centers to serve your global audience, make sure their routing and interaction technology is flawless, workforce optimization system is in place, analytics offer relevant insight, and data that is easy to understand and decipher. Working with a technology driven, intelligent service providers has the potential to take your business a long way.