How Cloud Based Call And Contact Center Software Platforms Improve Productivity
Call center platforms are becoming more and more sophisticated, yet becoming simpler to use at the same time. It is common knowledge that in life, every precious moment counts and this is no different for a company’s productivity and profits. Let’s take a look at how call center platforms can improve productivity.
Automation
Having too many applications open at the same time to accomplish different task types is overwhelming and frustrating for your employees. This also affects customer experiences. Having a single cloud based platform that streamlines and automates some of your call center’s needs including dialing and call recording reduces the negative feelings that can happen on both sides.
This is where Five9’s Intelligent CX Platform fills this need, which features the ability to automatically route interactions to the right agent. It also engages your customers using the channel that they prefer, which could SMS, email, and/or live chat.
Communications and CRM Integration
Most customer’s experiences with call centers usually are not good. Building on having 1 call center platform, another pain point can be how well this solution can integrate with existing communications and CRM software.
Five9’s Pre-Built Integrations has your company covered for this. It has telephony solutions with CRM integrations ready for Microsoft Team, Zoom, Salesforce, Oracle, and Zendesk that are seamless to setup. This gives your organization a competitive advantage by being able to maximize existing investments.
Workforce Optimization And Management
From features such as performance management, interaction recording, and analytics, having a single platform that optimizes how your company manages its workforce can really make or break a company in the long-term.
Five9 has the ability to deliver and install the right WFO solution that will make it easy to maintain and upgrade over time. Five9’s Workforce Optimization (WFO) Calculator can also show your company it’s potential savings from a financial standpoint.
With these benefits, your employees will have a higher satisfaction rate that reduces turnover. Additionally, customers will have an even perception of your current products and services that will keep them coming back for more!
Ready to make your move to a cloud based platform?
Five9 offers a call center platform that offers a variety of cloud based solutions that your company has been looking for.
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Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
