Contact Center Resources to Boost Your Company's Responsiveness

There was a time when business telephony tools were limited to call routing and a few other features. Today's contact centers take the core aspects of business call handling and augment them with productivity-boosting features. Contact center resources can help create an optimal help desk or support ecosystem.

Not all contact or call center solutions are the same. Some have specialized features, and some run on-premises, such as contact center software. Increasingly, organizations have embraced cloud technologies that build upon core contact center features, adding productivity tools and scalability of the cloud. Let's take a closer look at contact center solutions and how their resources can fuel optimized performance and customer support in your business.

Contact Center Resources in the Age of Customer Experience

Contact or call center solutions come in two main varieties: on-premise legacy platforms and virtual or cloud-based contact center solutions. One difference between these two approaches is that the custom hardware and software required for on-premise contrasted with the contact center as a service (CCaaS) model. CCaaS is a hosted solution, which reduces hardware and maintenance expenses. These virtual call centers are available in a highly scalable format, so when business spikes, more lines and capabilities can be added, then dialed down when business is slow. This aspect is a boon for small businesses looking to compete on equal footing with larger organizations, too.

The flexibility and scalability of the cloud come in handy for businesses that are adopting a new perspective on customer relations. Today's businesses focus less on individual customer issues, opting instead for a holistic view of the entire customer experience. Rather than treating each customer support events as transactions, an informed contact center agent can better diagnose, predict and troubleshoot concerns that affect the relationship between the public and their brand. 

Often used interchangeably, contact centers and call centers are similar, but not always identical solutions. Call centers solutions focus on routing calls, which is an important and still relevant method of communicating with customers. The more quickly a customer gets to an agent or resource with the right answer, the happier theMost modern contact or call center solutions have evolved beyond just directing phone traffic.

Cloud Contact Center Resources

Modern contact center solutions provide many benefits, but a few deserve special attention. These include:

  • Multi-level IVR
  • Skills-based routing
  • CRM and collaboration integration

Interactive voice response (IVR) is familiar to many. When you call support, and an automated system prompts you to make a selection, you are engaging in a low level of self-service. Instead of using an operator as a gatekeeper to route calls, this position is eliminated through a customer's dial entry.  A multi-level IVR system extends the functionality into deeper stages of a support call. For example, upon call completion, a live agent can hand off the call to an IVR system for quality assurance purposes.

Skills-based routing is another tool that cloud contact centers use. Cloud-based solutions are always evolving, and one area of innovation is the use of artificial intelligence and machine language to route calls based on required skills. Rather than bouncing a caller around from one agent to another, these tools make it possible to direct the call to the caller's answer more quickly.

Modern cloud contact centers also integrate with customer relationship management applications and platforms, such as Salesforce, Sugar, Slack and more. These contact center resources are essential for businesses that are looking to improve customer experiences. When CRM is integrated, agents have information at their fingertips, can use multiple channels to interact with customers, and can tap into unified communications solutions to find expert answers when needed.

8x8's Virtual Call Center is a cloud-based system that not only works with several popular workforce automation solutions, but 8x8 also offers its own CRM solution. 8x8 also offers IVR and skills-based routing. In fact, these features just barely scratch the surface of workforce automation and customer experience optimization that 8x8's Virtual Call Center provides. With 8x8, customer support easily transforms to issue resolution, and happy customers throughout their entire lifecycle. Don't lose your customers in the chaos of dated legacy systems; move to the cloud, embrace customer experience and engagement and watch your employees' productivity skyrocket.

With 8x8's Virtual Contact Center you get world-class technology and everything your domestic or international business needs without the need for multiple disparate systems. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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