Why Intelligent Cloud Contact Centers are the New Normal

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Intelligent cloud contact centers help businesses manage the customer experience (CX) across phone, email, text, chat, and social media. Cloud contact centers offer advanced functionality that goes beyond inbound and outbound calls: They offer the future.

As you add more support channels, an intelligent cloud contact center helps you stay on top of every customer request and optimize operational productivity. It allows you to unlock customer insights and intelligence that reside in various systems across your organization to consistently provide extraordinary experiences your customers will love. While many contact centers remain primarily on-premise, the lifespan of these systems is quickly fading as the market shifts toward cloud contact centers.

How You Benefit From an Intelligent Cloud Contact Center

A cloud contact center provides inbound and outbound voice, text, social media and video communications over a high-speed internet connection. Operating your contact center through the cloud saves on time and manual labor, with the help from cloud service providers who handle all the technical setup, equipment and maintenance of the servers. 

There are several key benefits to moving your contact center to the cloud:

1. Digital Transformation

Technology has changed customer expectations and the delivery systems that contact centers can use to provide great customer experiences. In fact, the contact center is set to undergo more change within the next five years than it has during the last 25 years. Organizations that embrace these digital transformations will have a distinct advantage and be prepared to harness the advances that data, machine learning and artificial intelligence are gearing up to offer.

2. Omnichannel Experience

Many contact centers already offer multi-channel support, providing the ability for the customer to choose which channel they want to use to reach out to a business. However, those channels are often not tied together to represent the journey the customer has taken with a company. For example, if a customer emails support, then chats with an agent on a website, then decides to call the next day, the agent does not have knowledge of these previous interactions. 

Customers have come to expect customer service and sales departments to be able to provide a true omnichannel experience. This way, every channel in a business is integrated and delivers a complete view of the customer journey to the agent and the business. When the moment arrives for the customer to speak with a live agent, every previous interaction is available to that agent. This is a win – win situation: The customer does not have to repeat their story and the agent can just pick up where the customer left off.

3. Intuitive, User-Friendly Interface and Integrations

Intelligent cloud contact centers are intuitive and easy to learn and use. They integrate the agent desktop, customer relationship management (CRM) solutions and workforce optimization (WFO) into one desktop that empowers agents to deliver great customer experiences, easily manage scheduling and identify learning and coaching behaviors without having to juggle various systems. Supervisors are able to monitor KPIs, make process changes based on real-time and historic analysis of agent behaviors, and have transparent agent-level metrics with feedback by the moment.

An agent’s ability to successfully manage difficult or complex customer scenarios is improved by having unified communications (UC) integrated into the contact center. With this integration, subject matter experts (SMEs) can easily be contacted to provide answers to the toughest questions and resolutions to the trickiest problems. This feature of intelligent cloud contact centers lets agents use UC to easily escalate calls and track interactions with SMEs, which can increase first call resolution.

4. Scalability and Reliability

Due to economies of scale and investment, cloud contact centers can deliver superior product availability on demand. They can also scale easily, which helps fast-growing businesses or even seasonal businesses stay on track. Today’s enterprise-class cloud contact center solutions provide you with the highest levels of availability, reliability and disaster recovery available. Leading solutions house the infrastructure in geographically redundant data centers and guarantee uptime as high as 99.99 percent. To further boost overall reliability, data centers are staffed with highly trained experts who manage the system 24/7 and perform all the latest upgrades.

When It’s Time to Create an Intelligent Cloud Contact Center

By 2023, nearly 25 percent of organizations will integrate marketing, sales and customer experience (CX) into a single function according to a Gartner report. Intelligent cloud contact centers are the future of business. A Forbes Insights report indicates 83 percent of executives face moderate to severe risks to revenue and market share due to unimproved CX. For business executives and leaders to stay competitive and continue to grow their customer base, it may be time to upgrade from that old on-prem solution and look to the cloud as the answer.

Let ATC Digitally Transform Your Contact Center

Intelligent cloud contact centers are the new normal. If you need help transforming your business in order to provide a great experience for your customers, contact us. When there is no margin for error, you can count on ATC’s innovative expertise and methodology — a proven approach to sourcing and implementing next-gen IT services. Positive outcomes await.

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