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.

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.

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.

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.