Implementing cloud unified communications solutions in the contact center

12 PM on May 16, 2013

Posted By: Jack McCarthyGoogle+ icon for profile link

Cloud communications have emerged as a great equalizer in the contact center.
Cloud communications have emerged as a great equalizer in the contact center.

While it is true that large businesses likely have more resources than smaller companies, cloud computing technologies have emerged as a great equalizer for contact center operations. In a recent UCStrategies article, contributor Blair Pleasant explained that with the cloud company size no longer matters, as businesses at all levels can leverage cloud-based unified communications solutions in the contact center to even the playing field. When it comes down to it, both small and large contact centers have similar goals, mainly to provide optimal customer experience and support to grow the business.

Pleasant defined small contact centers as those with 10 to 50 agents, and noted that these centers serve a variety of functions, including customer service, technical support, sales, marketing, order tracking and service fulfillment.

"Small contact centers have specific needs when it comes to technologies, products and services," Pleasant explained. "While large contact centers generally look for products that are sophisticated and have many capabilities ('bells and whistles'), as well as solutions that can be tailored to their specific needs, small contact centers generally want solutions that require little or no professional services and customization, are simple to use, simple and inexpensive to maintain and do not require a complex IT infrastructure."

How unified communications can be leveraged in the contact center
Writing a recent article for Business 2 Community, contributor Brendan Dykes outlined the signs that a contact center perfect storm is on its way, explaining that this can happen when call volume is higher than expected and centers are understaffed. While these scenarios can be frustrating to employees, the customer is generally the one that suffers the most, Dykes wrote. In fact, most companies will apply an added focus to enhancing the customer experience, so implementing a unified communications solution that can help prevent these storms from occurring in the first place is ideal. With a UC solution for the contact center, customer communications can be markedly simplified, and business phone systems that allow for high-quality connections can prevent dropped calls and increasingly frustrated clients.

Dykes noted that while it has always been difficult to quantify the value that is generated from improving the customer experience, research does indicate that it positively impacts repurchasing, loyalty and referrals. Temkin Group research from 2012 found that when dealing with a company delivering an optimal customer experience, customers are 18.4 percent more likely to buy more than when interacting with a company that does not. In addition, 19.2 percent of customers indicated being less likely to leave the company for another, and 19.5 percent stated that were more likely to recommend the business to friends, family and acquaintances.