How Choosing Cloud-based Call Center Can Change Customer Experience

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If you had asked customers about their experience communicating with your call centers a year or two ago, they would have told you about having to deal with on-call hold, extended call duration, sluggish turnaround responses, an umpteen number of call transfers, the frustration they felt having to explain the issue more than a few times to different people, and so on. All these were distressing situations that were beginning to sow the seed of adverse experience, resulting in a lack of satisfactory resolution and response. But then cloud technology came along and turned around the entire game, developing a system that would make it a smooth and seamless experience for your customers.

In current times, hundreds and thousands of organisations are switching to cloud contact center software, which is helping them to cut operational costs and serve their customers by offering a world-class customer experience. This integrated cloud-based contact center offers speed, savings, and flexibility in working.

With the installation of OmniChannel, you are able to view your call volume and hire a workforce to serve customers, which reduces their hold time. Agents are clear about the types and volumes of jobs they will be required to handle throughout the day. This makes the whole system of customer service so much more efficient and personalized. Agents have the entire communication data before them, which helps them serve customers with more focus; the calls are divided so they get more time to deal with customers on a more personal level and more patiently.

Organizations that want to improve their profitability by downsizing operational costs and providing customers with superior service are opting for cloud call centers. Call center service providers understand your business as they begin to develop a system for you that will focus on restructuring communication that will be driven by technology to benefit customers by developing an enhanced customer engagement experience where entrepreneurs can achieve a lot and bear low infrastructure costs.

Call centers provide support 24 hours a day, seven days a week, and 365 days a year, allowing customers, particularly those who serve global customers, to reach them and receive responses in the shortest amount of time. With cloud call centers installed, you can expect your customers to enjoy faster, quicker, and certainly more focused and relevant responses and resolutions to their queries. Your agent and customer can chat anytime, anywhere (virtually), without the hassle of any special hardware system. As an entrepreneur, you can hire agents from anywhere because the system allows them to work remotely without the hassle of hosting data on servers. Entrepreneurs can employ customer service executives from across the world to serve their global audience and remain active across all time zones.

You are always there for your customer, irrespective of which platform he or she uses to reach you.

With cloud-based contact centers, your customer service agent can interact with your clients on the platforms they are available on or choose to communicate with. For example, whether your client has contacted you via the web, email, phone, social media, chat, or other mediums, your agent has access to the entire communication on the screen. Cloud call center agents can work on multiple platforms from a single workstation; they can multitask effortlessly and offer in-depth customer support whenever and wherever.

Accessing customer data is easy:

The system enables your agent to access customer data in terms of previous orders, chats, and current queries, among other things. This information makes it easy for your agent and customer to come directly to the point of resolution and close the matter. This feature of cloud call centers has played an important role in turning around the customer experience, as they know that the agent, they are communicating with already knows their requirements and will go after closing or completing the task.

Multiple Other Benefits, Including an Easy Switch for Your Agents:

Cloud-based call center software service providers create a system for you that syncs with your existing system and is simple enough for your agents to use with minimal training and familiarization. When you choose an experienced cloud phone service provider, whether in Canada or the Philippines, OmniChannel software solution provider will design a system that meets your needs, is scalable, and will provide you with a package that fits within your budget.

Security:

Cloud phone providers ensure they are always ahead of security threats, keeping their teams on their toes at all times to deal with any unwarranted danger. Cloud contact centers provide much higher levels of security than traditional call center systems did until recently. Cloud call center data shared between your customer and agent is secure on servers managed by call center service providers. They offer you details from time to time. All the documentation on servers is given access after due authorization and after consulting with you to ensure it does not fall into the wrong hands.

Traditional Call Center vs. Virtual Call Center

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With the advent of the internet and evolving technologies, the environment for doing business has undergone a change most of us in our late 40s and 50s did not envision. If someone had told us that a time would come when we, as an individual, would have scope and access to tools to do any business with people like us sitting in other countries, we would not have believed it. The field is wide open now, and how! There are platforms to get medical appointments, learn to cook, study, create CVs, take up jobs, and actually start working and receiving real money-real paychecks in our viral wallets. We’ve come a long way. And besides technology, the other tool that has made it possible is communication.

Communication platforms that technology has created have beaten everything. Customer service, which has always been a part of business, has gone from communicating via landline to traditional call centers to now cloud phones! The evolution has just been phenomenal and fast!

No matter which sector your business belongs to, whether it’s health, insurance, real estate, or technical support, the importance of customer relations, customer support, and customer satisfaction can’t be undermined. The survival of any business is dependent on the customer who gives you an opportunity to engage in business with them. When you carry it out successfully and smoothly, it paves a growth path for you. Besides product or service quality and price, what matters a lot is your communication with your customer through this journey.

Cloud communication is the latest buzzword, and owing to all the advantages it offers, traditional call centers are becoming redundant. In this post, we’re going to focus on the difference between traditional call centers and virtual or cloud phones. Cloud communication is also known as Omni-Channel and Unified Communications, among other things.

Investment

The biggest difference between the two is the size of the investment. When we speak of investment, we mean both physical space investment and financial investment. No one needs to explain to us the humongous cost of setting up a traditional call center. There is a requirement for space, infrastructure, and computers or laptops for each customer service executive; a team of engineers to maintain the set-up and smooth running of it all; and so on. When it comes to cloud phones, the entire infrastructure, including servers, is hosted by the service provider, and you access them via the cloud, reaping all of the benefits and conveniences of a call center and much, much more without having to run one yourself.

Monitoring

Monitoring a team physically in a traditional call center does not come easy for the supervisor as it is not possible for him or her to oversee the quality of every communication made by the customer service team individually. Creating executive-wise reports is also a cumbersome task. Unlike when you have a cloud communication system installed, the software allows the supervisors or managers to access the agents’ systems and monitor each and every piece of conversation and other activity. The Omni Channel can generate various reports that can tell you about everything, right from how quickly the agent took the call, what he spoke, how he resolved the issue and how quickly. All the calls are recorded so that the manager can hear them at leisure to identify flaws or plus points and help to make communication more impactful and beneficial for the company.

Flexibility

While in traditional call centers, employees work from an office, unified communication makes working so much easier and more flexible. You can employ people from different countries to work on the project. Omni Channel offers the flexibility of working from remote locations. No matter where you are working from, all you have is a mobile phone with software installed, and you will still be monitored for the hours you put into work, the quality of work you produce, the outcome of your work, etc.

Detailed idea about the agent’s engagement

Cloud communication offers a supervisor or manager a clear view of how a cloud call center agent is using his time; how quickly he takes the call; how efficiently he resolves the query; and how reassured he makes the customer feel with what he communicates. The manager also comes to know if there are pending calls and if the agent is idle but not attending to calls. All these insights give managers an idea about the productive usage of time by Unified Communication agents working from diverse locations.

Team Collaboration

Team interactions and collaborations are far more productive and meaningful with cloud communication.

Final thoughts

If you run an enterprise and are confused about whether to opt for a traditional call center or unified communication because you feel both solutions have their benefits and shortcomings, I suggest you pay attention to the features Omni Channel offers, like end-to-end monitoring, a user-friendly interface, and the ease with which you can generate a variety of reports to improve your team’s performance. This cloud communication software service takes the place of traditional call center solutions and takes it a notch higher.

Implement Cloud Phone for Your Customers

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When the pandemic hit the world unawares, it did not just alter the social and economic landscape, but also the digital backdrop of everything we do. Even though the pandemic seems behind us, the phase has gotten us used to several new ways of doing things in day-to-day life, remote working being one of them. It’s no surprise that most small and large businesses have chosen and are sticking with cloud based phones.

As more and more companies, especially forward-thinking ones, are expanding their presence online, there’s a rise in demand for cloud communication, or Omni Channels. Most organisations understand the importance of communication to survive in the market. They are aware that unified communication technology can meet business needs and customer demands head-on by simplifying the path to interactions. Whether the interaction is between a customer and an OmniChannel agent or amid Omni Channel agents working from diverse remote locations for the same company, implementing Omni Channel brings efficiency to business and cost reduction, both.

Organizations of all sizes are finding the cloud full of solutions and new opportunities to grow and compete. Implementing cloud telephones in your system of functioning makes a huge difference. Whether you operate your business from Korea or the Philippines, a cloud phone streamlines your inbound and outbound communication channels, making the traditional telephone obsolete and irrelevant.

What is Cloud Communication or Unified Communication?

Communication is the backbone of survival for any and every business. Whether the communication is internal among employees or external with customers, you can’t undermine the importance of communication with either. And creating a way for effective and uninterrupted communication can make or break a company’s growth and other future plans.

Cloud communication is a tool and solution that meets, serves, and eases your purpose of communication. Traditional telephone systems, which we worked on until a few years ago, have become nearly obsolete as unified communication provides better scalable experiences. It improves business frameworks for the better.

Cloud Telephone, Unified Communication, or Omni Channel technology, as it is commonly referred to, shifts your phone system on to the cloud, doing away with the need to set up a cumbersome infrastructure requiring expensive investment of money and space. In a unified communication system, communication devices are hosted on the cloud phone software service provider’s premises. To avail of the services you pay for these services and access it through the cloud via a web interface.

Benefits for Organizations Planning to Shift to Cloud based Communication

There is no requirement for hosting a private server and paying a cost; there is no need to maintain a separate staff comprising engineers, etc. to maintain the system. The best part is that even if cloud communication is hosted on the cloud and not on our own server, it is a watertight system, with the least risk of security lapse. Our data is secure and protected in the cloud.

Most new organisations who’ve recently upgraded to the digitalization of business fear the risk of data leakage. However, there is nothing to worry about on the security front. Another thing that concerns enterprises is the cost involved. Yes, there is a cost attached to it, but again with an advantage. Unified communication software service providers offer packages based on your usage size. You pay for the amount or size of service you avail of. Omni Channel is a scalable system that can be sized as per the needs of your business.

Cost Reduction

Also, there is no unexpected maintenance while installing the system or later, as the back end is handled by the service provider, and it is their responsibility to make sure your communication is moving smoothly and glitch-free 24X7.

Seamless integration with the existing system

A unified communication system is quick to install and can be seamlessly integrated or merged with your existing system. So there are no interruptions in communication while the new system is being installed. Be it external (customer) or internal (employee) communication, Omni Channel smoothly shifts and upgrades communication effectiveness without causing any interruption to anyone.

Powerful Features

It comes with powerful calling, reporting, and call-recording features. All of them can be customised as per your needs. There are many other features that Omni Channel offers about which you were informed at the time of initial discussions. You can choose features you think are relevant for your industry and will create a better experience for your customers.

Build the best teams with scope for remote working.

When you have installed a unified communication system, you can create a customer service team that doesn’t necessarily work from an office. You can employ people from anywhere in the world, allowing them to work from remote locations to serve you. This means you can employ the best people, have a talented team for the job, and, in some cases and countries, also save money.

Conclusion:

Shifting to Omni Channel is simpler and easier than you think. It does not require hosting extensive and expensive infrastructure and investment. And nobody needs to tell us about the importance of communication as a part of business strategy. Whether it is interacting with employees or engaging with customers, communication is vital. It’s economical and can grow with your business needs. So, go for cloud communication!

How to Go for a Reliable Cloud Call Center Service Provider in the Philippines 

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The software, the technology, and the innovation, that have compelled the entire world to wake up and take notice of Cloud Call Center Technology It’s a business phone system that empowers organisations to hire and work with remote teams with the help of software that can be customised to perform a range of other functions based on your business’ specific requirements. Moreover, the technology functions on the same principles across the globe. Unified communications’ service providers’ expertise may differ in terms of experience, team size, etc. Based on this, they will customise and integrate a communication system that syncs with your business.
If you have a business that is based out of the Philippines, catering to global or local customers; and you’re planning to go with cloud call centre service providers in the Philippines, the safest step is to shortlist a few of them. Then speak to each one at length to understand their expertise, strategies and how they are thinking of using this digital medium to transform your business. Understand what other dynamics are involved that you should pay attention to. What is the budget, and does it fit with what you’ve set aside for it?
The best convenience and advantage of hiring the Philippines based cloud call centre service is that the country has a growing global presence in terms of technology and innovation and may be able to offer you better value for your money invested in the cloud phone project.

All You Need to Know About Traditional Call Centers vs. Cloud Phones

Let’s discuss reasons as to why you should opt for cloud based phones over on-premise call centers.

Installation : Cloud phone software is quick and easy to install, whereas traditional call centres require a proper infrastructure driven and maintained by professionals, and requiring physical space, which makes the whole process very complex as well as expensive. While installing cloud phones, you brief the software service provider about the size of the software and the features your business is going to require, based on which they will customise the package and deliver it. Erecting IT infrastructure is a lot more cumbersome and complex.

Operational costs are very high in traditional call centers, which is not the case in cloud call centre software. When you install the cloud phone software, you don’t need to rent a space, as your customer service team can work from any remote location. There are no laptops and desktops involved, as all you need is a mobile phone with some storage space and an internet connection.

Maintenance & Management : When you’re working from an on-premise call center, your management and maintenance costs run high. Maintaining hardware, licenses, and staff all comes at a cost. This is certainly not the case with cloud phone communication. Executives can work from remote locations, and you can monitor and analyse their activities and performance from the remote location too.

Remote Work: Remote working is not possible in the case of an on-premise call center, whereas integrating cloud centre software empowers your business’ customer service team to work remotely, saving you the cost of renting out office space to accommodate staff and hiring an engineer or two to erect and maintain an IT infrastructure.

Scalability : The cloud phone offers your business flexibility. When your business expands and you have more customers to serve, you simply hire more remote executives to work from remote locations. The software is scalable. This is also one aspect that you must discuss while looking for the Philippines’ unified communications software provider. So, when need arises and you’re ready to expand, the same software can be tweaked to cater to a wider audience and accommodate an increased workforce. This is certainly not the case with an on-premise call center. Expanding an on-premise call centre involves renting out more space, incurring costs on hardware, and so on.


When you contact an OmniChannel service provider in the Philippines, he will first understand your business and its requirements and will be able to create a customised solution for you to help you tackle your customer communication requirements more efficiently.

Do Your Homework for a Smart Outcome!

The more clearly, you’re able to explain your business requirements to your service provider, the better solution he will be able to develop and present. Hence it is important that before hiring a unified communication service provider in the Philippines or wherever you want to, you do your homework to self-evaluate the real and practical needs of your business related to customer communication and convey them in clear terms to the consultant attending to you, along with specifying the budget you’ve set aside for them. When you reach out to the cloud phone service provider as an informed buyer, things change. You ask the right questions and have a better understanding of the features you seek in order to drive your team and business efficiently.

Implement Unified Communication for Your Customers

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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.