CLOUD
CONTINUED
Piyush Tripathi Lead Engineer
squareup.com
Personal Experience Being able to address people where they prefer to interact is a key advantage of the cloud systems as systems enable brands to provide a personalised service, which only increases brand loyalty. “The personalisation of how customers engage with businesses is key,” said Angus. “With a cloud contact centre businesses can personalise each customer experience based on why they’re calling or emailing which is key. “Based on whether someone is getting in contact digitally or using voice, businesses can tailor the vehicle that a person takes into the business based on what the individual customer would prefer. “I’m still voice-first because I like to articulate the problem and explain what’s wrong. With cloud contact centres, businesses can tailor my experience to my preferences. On top of that, omni-channel allow multiple agents to do multiple things. “Every single business at the moment is trying to do more with less. If you have highly skilled agents who are able to handle voice, email, SMS, WhatsApp or Twitter, you can handle multiple interactions at the same time. If you add a chatbot there, you take a tonne of those interactions away from an agent which is another way businesses can optimise their commercial output and provide a better service.”
SMS, social channels and more can be blended into one, seamlessly integrated, user-controlled, context-based and flexible environment. “We can expect to see more forms of contact being blended into the cloud contact centre. Voice is important, but it is just one way in which to engage with customers, who increasingly want SMS, chat, and other options. “This benefits businesses too, because most of those channels lend themselves well to automation, meaning that customers get fast answers and human interaction is saved for when needed, saving valuable staff time.” Taylor added that being able to support converged contact, otherwise known as omni-channel communications, is a distinct advantage of embracing cloud. “Cloud is powering the CCaaS model, which overcomes fundamental challenges presented by legacy, on-premise solutions by providing rich omni-channel features to suit today’s digital customer. “Omni-channel communications mean customers and agents can effortlessly maintain interactions across phone, webchat, instant messaging, email and social media, which is simply not achievable through a legacy telephone system. “Multiple touchpoints from the same customer are ‘orchestrated’ into a 360-degree view of that individual’s interaction and transaction history at the point of contact.”
With a Cloud Contact Centre businesses can personalise each customer experience based on why they’re calling
or emailing which is key
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