5 C’s of Cloud Contact Centre
Start Connecting, not just Communicating!
A consistent customer experience is the need of the hour. The digital advancements have unlocked many mediums for the customers to reach to their brand with higher expectations. Modern customer service is not just about answering the queries or solving the problems. It is more about engaging with them for a positive and trustworthy image. It’s more focused to be proactive across all media and building a philosophy that every customer contact is a treasure to retain them and be a preferred company over the competitors.
Customers remember the service a lot longer than
they remember the price.
A contact centre is in the middle of an organisation’s Customer Relationship Management (CRM) approach. A cloud contact centre should be an efficient entity to manage every type of customer interaction coming from calls, messages, emails, chats and social mediums. It is a hub to track the customer history, data storage and information passing to the right people. It is, therefore, very important, that a cloud contact centre is fully loaded with features and functionalities that help in customer engagement and work optimisation.
Five C’s that sum up a perfect cloud contact centre solution are-
Communicate & Record
An intelligent solution integrated with telephony that helps to identify the incoming calls and auto-distribute it with SKILL-BASED ROUTING among the available agents as per their level of expertise. The agents can see the entire set of details for the existing customers. It helps to save time by not having the user repeat his details. He can also track all the requests and orders made by him on his screen and add relevant notes, update or edit any information and create tasks as required to be routed to the concerned team. For a new user, the agent can add a profile in seconds with minimum efforts.
Call & Collaborate
Being able to answer the customer calls through mobile and web browser is now possible with a smart solution. Our cloud contact centre comes with features of easy synchronisation of software and mobile interface, allowing the agents to respond to the customers from their phones using a mobile application as well. This allows the company to save costs on specialised software/hardware as our solution is available on all platforms and based on the cloud with easy configuration. All calls can be recorded for reference and statistics, VOICEMAIL and Text-To-Speech can be configured as well. The pop-up screen will aid the agent to immediately attend the call, also, automation will display the customer details beforehand.
Collate Socially
As every person is now preferring social connect, our contact centre also includes tracking of all emails, chats, messages and social interactions. An easy-to-use configurable interface allows incorporating your organisation’s social profile and gathering all the mentions, posts and chats to a single place. Link them with the customer’s profile and save it for future reference. The agent can also directly respond from the contact centre to social posts, automate replies for emails with PERSONALIZED CONVENTIONS and ADDRESSABLE FORMAT. The chat functionality helps the agents to communicate and document it in the history.
Cloud-based CRM
Our cloud contact centre solution does not want to limit your working or accessibility, as every customer would have their own preferred time and medium to contact you. The cloud computing technology provides flexibility in terms of handling the incoming interactions by managing everything the on cloud. It helps you to give every customer a seamless experience, regardless of the medium with an omnichannel approach. It also reduces customer effort and encourages a positive value. SINGLE NUMBER as a point of communication for all the users with smart auto-distribution of calls in the internal team.
Concise Analytics
There is always a room for improvement, for growth and progress. To assist you in decision-making, track the performance of your agents and understand the user scenario, our contact centre has a dedicated REPORTING FEATURE. The higher level authorities can clearly view the statistics and build a future strategy to bring necessary changes. Set the benchmarks and increase customer lifetime value with every engagement, reviews, feedback and retain their loyalty. The metrics achieved from our cloud contact centre will help to boost the productivity of agents.
No problem comes with a formal invitation! We have a team of engineers who are available to meet all your expectations and provide all-time support. We firmly believe in meeting deadlines and going by the Service level agreement (SLA) policies, adhering to which our support team is present round the clock to quick-fix the things and churn the system back to work.
A personalised user experience can multiply the customer retention ratio as it instigates a level of trust in them. It emphasises the need for a solution which empowers agents to handle every customer in the most efficient manner. To take a tour around our products, sign up for a free demo and experience the best solution. You can also join us on our social profiles on Facebook, Twitter, Google plus and Linkedin.
