Contact Center is an organization's frontline in the customer experience battleground.
The need for customer engagement has increased dramatically in a short amount of time. In the past, customers only had a phone call for real-time communication with businesses. A phone system with only voice capabilities was the only real requirement.
As customers' began to adopt text messaging, email, and chat, call centers needed a shift to offer those same channels to support their customers' communication options.
Why is it useful?
Organization efficiency while providing superior customer service can be a challenge. Contact Center provides your agents with the detail about your customers all within one, user friendly interface. CRM integrations and data gathered through Integrated Voice Response calls flows to give your customer service agents useful and powerful information to achieve First Contact Resolutions.
As your business strives for a more efficient and pleasant customer engagement, contact center managers must understand enhancements for their callers and agents, while maintaining staffing levels accordingly. Contact Center provides admin tools for workforce management that empower managers with information and tools to eliminate requests for previously collected information and automate routine tasks.
How is it used?
Businesses can engage customers through the Contact center in a number of ways, the most common being customer service, outbound sales, tech support, and transactional ordering.
Contact Center can be designed for a small call center with only voice interactions, or as an omni-channel call center integrating voice, web chat, SMS, email, IVR, CRM integration, and more. Contact Center can scale from 10 to 1000+ agents, with any or all of the features designed for the ultimate experience your customers deserve. In short, it can be designed to be used in any way that best supports your business and future engagement initiatives.
Multi-channel engagement is the future.
Offering multiple communication channels will provide a more positive experience for the people that need to connect with your business.
CONTACT CENTER, PERSONALIZED
Every client or customer interaction with your business should be personalized, but how do you get there?
Reporting & Recording
Automatic Call Distribution
Skills Based Routing
Reliability & Redundancy
Your business needs CRM
...but first you need to understand exactly what is CRM integration?
Most organizations, large or small, have adopted some sort of customer management software in order to improve interactions with their existing base or prospective customers. CRM Integration with a Contact Center is combining these functions for a single pane experience instead of toggling between the two applications.
If the engineering is performed properly, well synchronized CRM integration can ensure that your customer's expectations are exceeded by offering multiple engagement channels in which your agents provide fast, relevant answers. Cloud Contact Center applications can integrate easily with systems that already exist in your business like databases, contacts, etc., as well as adapt to inevitable changes in the future.
Contact Center & CRM Integration Benefits
Single Interface. By combining your contact center with your CRM of choice, your agents will eliminate the need to live in two different applications. The ability to make and take calls and email from the same pane of glass in which they log notes reduces call handling and wrap up time.
Record Pops. When the system matches the caller ID with an associated record it can automatically populate user information, recent calls notes, past tickets, etc. so the agent does not waste their time or the customer by having to search for their data.
Intelligent Routing. Prioritize select callers to the dedicated agent within the CRM record and provide an alternative route if they are unavailable. Another example of intelligent routing could be reducing normal wait times for high-value callers.
Streamlined Outbound. Outbound activities like renewals, collections, appointments, reminders and marketing campaigns become more efficient with your CRM and Contact Center applications linked together.
Integration Partners (to name a few...)
WANT TO LEARN MORE?
We're here to educate you on how the benefits of a contact center can improve your business.
A cookie cutter is great for cookies...
...not for Contact Centers. There are many reasons regional telecom companies still exist. One, very clear, factor is the level of customization and support you receive. Contact Center is not an application that can be rolled out without understanding your business functions and how it relates to the customer and agent experience.
Our engineers are part of the Contact Center evaluation process from your initial conversations in order to understand your specific requirements. Without the experts involved, how can you be sure you're getting what you need?