5 actionable tips for a next-gen cloud contact center

The recent boom in cloud services has led to remarkable revolutions in almost every business segment, and contact centers are no exception. Before the cloud, contact centers were often slow, chaotic, and inflexible. Now, cloud technology has transformed these contact centers into innovative, agile, and flexible departments that can handle customer inquiries and issues with greater speed, convenience, and accuracy.

Next-gen cloud contact centers take cloud contact platforms to the next level by incorporating advanced data integration and analytics, as well as new-age technologies such as artificial intelligence and machine learning to enable seamless customer-agent interaction and problem-solving. Instead of simply relying on telephone land lines and on-premises servers, your support staff can use online platforms that give them the flexibility to work from any location and access all the data they need to solve customer issues effectively.

Deploying a next-gen cloud contact center is a critical process that requires the right approach, technology, training, and alignment. If you do it right, you can transform the customer service experience you offer and achieve maximum ROI.

Here are five actionable insights for implementing next-gen cloud contact centers for the best results.

  • Prioritizing self-service
  • Enhancing security
  • Strengthening design, speed, and storage capabilities
  • Developing the right KPIs
  • Investing in automation

1. Prioritizing self-service

We are living in a fast-paced world where customers demand instant gratification for products and services. Buyers want to pick up their smartphones, choose what they want, order, and receive their items in as little time as possible. For businesses, a significant part of the solution is enabling customers to handle most processes along the supply chain themselves through seamless, intuitive self-service platforms.

Self-service options are essential for today’s contact centers. Similar to online shopping apps, self-service in contact centers significantly reduces the time it takes to resolve an issue, while freeing up support agents to address only the issues that require human intervention.

A next-gen cloud contact center offers self-service through integrated voice response (IVR) systems and more recently, AI-supported chatbots. These solutions deflect call volumes and reduce agent engagement while ensuring customer problems are solved with minimal wait times. Moreover, bots collect customer data and present it to the agent handling a customer inquiry for a more personalized experience.

The chatbot has proved to be a very useful tool, especially when integrated to the company’s social media pages, bulk SMS API , and the website. Juniper Research projects that by 2022, chatbots will create annual savings of $8 billion in customer support costs for the businesses that use them. – Read more

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