A primary issue when integrating multiple channels and services in your contact center is creating a seamless, cohesive solution. Today we are able to create and implement an extensive, all-in-one infrastructure built from a number of niche solutions, so that multiple products and channels can be brought into a single design in the cloud.
Integrating multiple solutions for your contact center makes it possible to have a superior backbone for all contact center activity, rather than relying upon a broader solutions which may not fulfill all of your needs as effectively.
Improve the Performance of Your Organization
Apart from improving the customer experience of your contact center, migrating to the cloud can be used to improve the overall performance of your organization. AI-driven analytic technologies can boost the performance of your contact center agents, reducing the costs of servicing customers. Solutions available in the cloud can be integrated into an infrastructure that can be used to both manage schedules, moderate incoming and outgoing calls and boost performance.
Agents and supervisors may lose productive time due to inefficiencies with outdated legacy solutions retained in a contact center, or even just on-premise solutions that aren’t able to leverage the advanced resources of the cloud. Reevaluating and updating your solutions while moving your contact center to a cloud technology, can result in having your agents be able to consolidate their information, communicate more effectively, and find the data that they need easily.
By facilitating the work that your employees do, you can enhance your bottom line, as well as reduce overall employee frustration. Improving employee job satisfaction and employee retention will soon follow, with improved employee retention ultimately leading to reduced turnover and less expensive training-related costs.
The Advantages of Moving to the Cloud
Migrating to the cloud opens up new opportunities for the contact center. Storage solutions, databases, and real-time analytics can all benefit from cloud resources. Deploying storage and databases to the cloud ensures accessibility and transparency, while real-time analytics can be used to improve all levels of the operations. With all of these solutions working together, the center’s infrastructure will work like a well-oiled machine.
Creating a cloud-based infrastructure is only one step towards managing and improving upon your contact center’s operations. After developing the basis of the infrastructure, it’s important to explore additional products, services, and channels that you can integrate with your cloud network. Contact Waterfield Technologies today to find out how you can get started.
