Close the gap between technology and customer experience
Every contact center is looking to deliver personalized, cross-channel customer experiences, and thus, drive revenue potential. Customers want to be able to move seamlessly between lots of different channels to get their questions answered. To make this happen, contact centers are investing into modern applications, but their legacy call center systems cannot keep up with the company’s omnichannel promise. Contact center modernization and system integration is a necessary first step to offering a true omnichannel experience.
See this infographic on “Why You Should Replace Your Legacy Contact Center“.
Unify siloed systems and channels
It is not unusual that many contact centers still get their customers to repeat information when a call is transferred between multiple customer service representatives. Customer information is either not accessible or requires agents to click multiple screens to access it.
Modern contact centers that are capable of integrating to customer relationship management (CRM) systems are able to capture and store all historical data in one place, making it accessible by multiple departments and agent groups. This increases operational efficiency and improves the customer journey.
Save on costs and empower agents
Many existing call centers are approaching the enterprise phone system end-of-life, which results in high maintenance and upgrade costs. Repairs are expensive because the parts needed are either low in demand or are not made anymore, forcing companies to purchase costly and unreliable used parts. Costs add up as contact centers are forced to find engineers and technicians with rare skills to be able to maintain and repair the legacy call center technology.
The best plan of action is to move to a Unified Communications (UC) system as a replacement or an add-on to a new phone system. UC systems are becoming more common as internal business communication infrastructure, and are moving beyond voice calls, by adding instant messaging, screen sharing and other collaboration tools. This technology enables agents to collaborate across departments and locations to answer customer questions, and escalate calls to the appropriate experts with minimal downtime.
To get tips on how to set up a modern IP infrastructure, download this white paper “12 Key Considerations When Modernizing Your Contact Center Using IP Technology“.