In an increasingly digital and connected world, customers have come to expect 24/7 access to businesses and their services. But as you increase your customer interaction surface area by adding more and more customer contact channels like voice, chat and email to your systems, the complexity of managing those interactions increases and you run the risk of customers slipping through the net.
Contact centres offer a smarter way to work, simplifying how you interact with your customers.
Contact centres make it easier for customers to engage with businesses using the communications channel of their choice. As a cloud-based solution, they are increasingly designed to work in conjunction with a unified communications (UC) platform and can provide a seamless customer experience across both front and back-office contact centres, and agents. With an integrated solution, users existing within the unified communications platform can be easily enabled as contact centre agents.
Offering a rich customer contact experience for voice email and web chat interactions, contact centres are typically compatible with a broad range of desktop handsets as well as softphones. This allows an agent to work from anywhere on any device often with only the need to access a supported browser.
Using a contact centre provides your customers with a tool that encapsulates all touchpoints and channels, enabling them to have a holistic, frictionless and elevated experience while empowering your employees to offer them that outstanding service.
Some of the benefits include:
To learn more on how you can empower your agents and customers with a complete contact centre solution, check out our ‘Contact Centre e-Guide’ above.