helping to maintain a seamless modern customer journey.
Limitless Scalability When demand surges, businesses often respond with longer wait times, generating abandoned calls as customers are fobbed off with messages asking them to call another time. No organisation wants to deliver this level of CX, but many are forced to; constrained by the bottlenecks in their on-premise technology. As a result, organisations struggle to handle peak demand, which ultimately frustrates those trying to seek assistance, and in an age of limited brand loyalty. Cloud-based solutions rapidly increase capacity when required, whether due to predictable demand, such as a scheduled event, or the unexpected influxes of disaster- driven demand. Unlike their on-premise predecessors, cloud contact centre solutions can be operated from anywhere with an internet connection. This makes adding new agents in response to rising demand – including home-based agents – easy and flexible. Demand forecasts can predict the number of agents required to meet surges, scheduling shifts and breaks around the demands of the situation. Cloud-based scalability also benefits the employee experience. With 62% of companies looking to build more opportunities to work remotely into their contact centre environment, cloud solutions enable organisations to add agents in different geographic locations, offering the flexibility of hybrid or remote working every day. Agent retention is boosted by flexible hybrid contracts that aid work-life balance, and global organisations benefit from agents working across multiple time zones and supporting customers 24/7.
begin their interaction through one channel, such as a call or messaging via an AI-enabled chatbot. Natural Language Processing can semantically analyse the nature and sentiment of a query and route the customer to the right end-point seamlessly, such as the best available human agent to resolve a complex query, or a self-service platform for more straightforward questions. Integration, Integration, Integration Legacy, disjointed on-premise solutions place the onus of building, maintaining and managing integrations on the organisation, which can lead to progressively more complex and rigid systems that are a struggle to update and are incapable of morphing to meet future customer demands. Almost half of businesses consider better integration of their omnichannel CX strategy as their primary goal for 2023. With an omnichannel cloud contact centre solution, businesses don’t need to worry about configuring and maintaining integrations to fit with existing systems. Instead they can focus instead on overlaying their systems of record using no-code tools and simply delivering great CX. Integrations, in the form of Application Programming Interfaces (APIs), enable agents to access instantly a customer’s details from one or more Customer Relationship Management (CRM) systems, collaboration platforms such as Microsoft Teams, or other third-party systems of record. This increases the efficiency of interactions and saves time and effort on the part of both the customer and the service agent. The flexibility of cloud solutions means businesses ensure that customers’ demands for future channels of engagement can be met. Future updates can adapt to new interaction channels, such as integrations with AI chatbots, and asynchronous messaging channels such as WhatsApp and voice notes,
With 62% of companies looking to build more opportunities to work remotely into their contact centre environment, cloud solutions enable organisations to add agents in different geographic locations, offering the flexibility of hybrid or remote working every day.
Overcoming the hurdles of legacy technology leads to scalable, reliable
and integrated communications between customers and businesses. Customers benefit from seamless omnichannel CX with reduced wait times, while businesses benefit from AI-assisted efficiencies and hybrid working capabilities. Migration to the cloud helps businesses leave behind outdated on- premise technology and deliver first-class CX whenever and from wherever.
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