Cloud Software

What You Should Know About Migrating Your Contact Center to the Cloud

Your contact center’s customer experience platform is powerful. It’s used to design customer journeys; carry out and keep track of interactions; and follow through on your many business goals, such as improving FCR and reducing churn. Running a contact center also means always understanding what customers want now and being able to update the experience you offer to meet those changing needs. Migrating your platform to the cloud, either in full or partially, is one way to handle this type of constant change. The cloud keeps your operations agile, reliable and scalable so you can continually adapt.

3 Benefits of the Cloud

  1. You won’t have to allot nearly as many resources or as big of a budget to the cloud as you do to an on-premises platform. You can then focus the resources on things like measuring and analyzing data; creating or improving the customer journey; or adding new interaction channels your customers are using.
  2. The cloud provides unlimited flexibility whether you need to scale up or down based on fluctuations in demand. You can do this without even thinking about things like what your licensing allows or how much processing capacity the platform has.
  3. Innovation is much easier to take advantage of with a cloud-based platform. You can quickly and easily add new channels, test different integrations or try out modern technology like AI.

How to Embrace the Cloud-Based Contact Center

Knowing all of the benefits the cloud offers doesn’t make it easier to make the change, and switching over to the cloud, even partially to start, is a huge step. There are a couple of different ways to start embracing the cloud, allowing you to either go full steam ahead or start at a slower pace.

If your current on-premises platform has a cloud alternative, you’ll have a streamlined way to migrate your platform to the equivalent cloud version. Another option is to commit to a hybrid model for now, meaning you’ll migrate certain functions to the cloud while keeping other functions on-premises for the time being.

Moving your processes to the cloud is an excellent way to meet the challenge of a constantly changing industry. With different migration options, you can find the one that best suits your business and goals, and you can start adopting the cloud without disrupting business operations.

New Research Finds Only 12.5% of US Consumers Actually Hate Chatbots

A nationwide survey conducted in August finds that 94% of U.S. respondents considered their last customer experience positive – although they note there is still room for improvement on the margins. While high-profile customer service blunders by major companies gobble media attention, new research from Genesys challenges the notion that companies aren’t in touch with consumers and provides insight into how businesses can adapt their support options to meet evolving preferences.

Human Touch and Digital Channels Rank High

The survey bolsters conventional wisdom that consumers perceive the best and most effective customer service happens when a human is involved (75%). But almost equally, 76% of respondents want the option to access digital support channels when they choose.

When asked about the most irritating issue in customer service, only 12.5% of consumers cited speaking with a bot. A bigger frustration noted (for nearly 27%) is not being able to talk to a live agent when they want.

However, these were not the biggest customer service annoyances reported by consumers – out of the twelve options provided, the top three pain points selected by respondents are being put on hold (42%), being given incorrect information (37%), and being given too many automated options before reaching an agent OR resolving their issue (36%).

Automation, AI and Live Support Key to the Customers Desire for Fast, Frictionless Service

Genesys Chief Marketing Officer, Merijn te Booij said, “It’s straightforward – the results of the survey indicate consumers want a blended approach – they want the rapid access to a business that digital channels can provide combined with the human touch when they want it.”

Consumers put a timely response (64%) and knowledgeable agents (55%) at the top of their list for the type of customer experiences they value the most. Concurrently, 67% of respondents say it’s very important companies quickly route queries to a customer service agent who has background information and understands the customer’s needs.

“It’s clear from the research findings that businesses need to strike the right balance when deploying digital channels, automation and artificial intelligence (AI) in customer experience,” said te Booij. “We think it also means it’s safe to say that the role of humans in customer service isn’t going away anytime soon – unless a business is willing to sacrifice customer satisfaction. However, we do believe AI will continue to change the way humans work and how consumers get service for the better.”

He went on to explain, “Interestingly, businesses can use AI to alleviate consumers’ biggest pain points in service when applied strategically and in concert with human effort. AI really is the key for enabling consumers to have their cake and eat it too — in this case that means fast, efficient, knowledgeable service at the hand of a human or even a bot when they choose.”

Brand Reputation Matters

Today, brands cannot afford to ignore the importance of delivering the type of service consumers want. 72% of U.S. respondents say they have sometimes or always bought something from a business based solely on its reputation for customer service. Further, 89% of respondents have taken action as a direct result of poor customer service. A full 58% say they have switched providers as a result of poor customer service, and 49% say they have never done business with a brand again after a bad experience. Nearly 50% discussed their disappointment face-to-face with family and friends and 24% even spread the word via social media.

Additional Key Findings from the Survey:

  • Keep those phone lines open! While voice is no longer the only game in town, consumers still want the option to call when they need customer service. In fact, 91% of U.S. respondents say it’s important to engage with a business over the phone, with 54% considering it “very” important.
  • Despite an increasing use of social media by businesses as a customer support channel, only 4% of U.S. consumers are fond of interacting with companies that way. Respondents cite discomfort, impersonality, unlikelihood of success and lack of speedy response as barriers.
  • People value good service, with 44% of respondents saying they’re willing to pay more to ensure better service. And yet the main reason to tolerate bad service? 42% polled say it’s related to a low price

Survey Methodology

The nationwide poll includes responses from 1,000 U.S. adults over the age of 18 and was conducted online and by email or text to mobile phones. Two-thirds of respondents were women. Genesys also conducted the same survey of equal pool size in both Germany and the United Kingdom (U.K.).

Vonage Looks to Create Significant Strategic Advantages with the Acquisition of NewVoiceMedia

The recent announcement of Vonage’s acquisition of cloud contact center-as-a-service (CCCaaS) provider NewVoiceMedia for an equity price of $350M in cash was a carefully considered decision designed to leverage the strengths of both companies in the ever-evolving contact center space. “We thoroughly explored a number of companies as we looked for the right fit in cloud contact center before announcing our intent. We found the strategic benefits to be compelling,” noted Omar Javaid, Vonage Chief Product Officer. “The combination of Vonage’s robust UCaaS and CPaaS solutions with NewVoiceMedia’s pure-play cloud contact center offering provides a seamless user experience, with end-to-end communications to enable increased employee productivity, mobility and ease-of-use, as well as enhanced customer engagement and more productive conversations. NewVoiceMedia will provide us with global scale and round out our robust product offering in the high-growth cloud contact center market. This is a large market that is adjacent to UCaaS and is undergoing the same on-prem-to-cloud migration taking place in UCaaS.”

NewVoiceMedia delivers a cloud contact center solution that is distinguished by its specifically CRM-focused, go-to-market approach. As businesses adopt CRM tools to improve customer engagement and to drive digital transformation, these solutions offer what Vonage believes to be a superior, integrated experience with leading CRMs: for example, NewVoiceMedia offers a tight integration with Salesforce. This is particularly important for better, real-time, omnichannel interactions across chat, voice and SMS, as well as more robust analytics and data capture.

“By orienting NewVoiceMedia’s technology stack to a programmable, microservices architecture, we will be able to increase the number of programmable solutions offered on Nexmo, the Vonage API platform,” said Javaid. “There is a natural linkage between our programmable communications platform and cloud contact center in which components-such as queuing, IVR and speech analytics among others–can be accessed via APIs and embedded into a company’s existing solutions to improve functionality, making every customer communication count.”

“Once the deal has closed (which is expected in Q4), we will focus on fully integrating the solutions,” he said. “Since they complement each other so well, we plan on accelerating our strategy to create OneVonage, our combined, microservices-based, cloud communications platform. With OneVonage, we will provide solutions, all fully programmable, including packaged applications such as PBX, Contact Center, Collaboration and Team messaging, as well as programmable communication APIs.”

Javaid believes that by fully integrating NewVoiceMedia’s cloud contact center solutions into Vonage’s UCaaS offering, the company will be responding to the strong customer demand it has seen among mid-market and enterprise customers for such integrated solutions. “Up until now, we have addressed this demand by integrating third-party contact center solutions,” he said. “By owning NewVoiceMedia, we can more deeply integrate our products and deliver a superior solution versus competitive offerings.”

While the solutions will be merged, the companies will continue to operate independently. According to Javaid, NewVoiceMedia, which has more than 700 customers and more than 400 employees, will continue to operate on a standalone basis for the foreseeable future.

Vonage expects to realize annual run rate synergies of about $10M by the end of next year and hopes to see these results go “meaningfully higher” by the end of 2020.

 

 

 

 

 

 

 

 

 

 

 

CRMs Versus Contact Center Solutions: Are They the Same?

Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution. CRMs like Salesforce, Zendesk, and even ServiceNow are ticketing/case management workhorses, allowing businesses to store customer profiles, identify sales opportunities and leads, track service issues, manage campaigns, and see a customer’s journey from day 1 to now. CRMs manage the external interactions and customer relationships for a business, but they don’t facilitate them. What CRMs lack is the ability to connect customers to agents and gather meaningful data from those connections.

Contact center software provides the means to initiate omnichannel customer interactions, manage them, and translate them into data. Contact centers utilize communications tools like chat, SMS, voice, email, and messengers to get customers from point A to point B in the most efficient way possible. All about smart problem resolution, contact centers use intelligent routing to distribute customers to the best agents available (not just the first available agent), AI and cognitive technologies to drive interaction analysis and assist agents, and quality management tools to keep teams and SLAs on track. More than that, contact centers have the ability to record calls and screens, keep chat transcripts, provide self-service, collect survey data, report on customer satisfaction rankings, and evaluate agent performance with quality management tools like monitoring and coaching.

Most CRMs incorporate some communications tools, like email and messaging, into their platform. But they can only offer all the solutions of a real contact center by integrating with one. Salesforce, for example, offers live chat powered by Service Cloud, plus the ability to click to dial using a Google Voice integration, among other nifty things. Its messaging capabilities are add-ons, and the contents of real-time interactions are not logged automatically, creating a disconnect between the interactions and the customer’s profile and tickets.

Contact center platforms are designed to provide personalized omnichannel routing skills, analytics, reporting, and QM effortlessly. CRMs are not because it’s not their core competency. To have a complete view of a customer’s journey, you need to be able to combine CRM and contact center functions, and you get there with integrations.

Using Bright Pattern integrations, for example, your CRM becomes a robust contact center solution for the enterprise. Integrations add integrated UI, activity history, automatically saved contacts, click-to-call, screen pop, automated identification, prioritization, and self-service features to CRMs. A Bright Pattern integration with Salesforce, for example, also adds single sign-on functionality (sign in to both your CRM and contact center simultaneously), automatic push and pull of data, and desktop communications within Salesforce via the integrated Agent Desktop widget.

When CRM and contact center features are integrated, customers can reach you on any channel they want, agents can see the customer’s journey and anticipate their needs, and supervisors oversee quality management in order to boost customer satisfaction.

Though contact center software might offer some CRM-like capabilities, contact centers are not CRMs. Likewise, CRMs are not contact center platforms. Integrations are the key to getting a customer service platform that is personalized to your needs and effortless to use.

6 Contact Center Technologies to Delight the Customer

Sometimes you have to rethink how you service clients in order to continue improving the customer experience. These six contact center technologies are sure to enhance each customer’s journey, which helps retain them, improves word-of-mouth marketing and elevates your reputation.

  1. Call-Back

If a caller wants to speak with a live agent even though there’s a long wait time, let them opt to get a call back when an agent is available. Allowing the customer to continue with whatever they were doing, instead of having to hang on the phone for several minutes, will keep them happy and let both the customer and the agent deal with the issue efficiently.

  1. Contact Routing Software

Contact routing software passes customers along to the right agent quickly. This technology encompasses all communication routes, including chat, email and voice. Instead of speaking with an agent and then being put on hold to be transferred, the software gets the customer to the correct agent the first time

  1. Interactive Video

When customers call to speak with a live agent via their mobile device, interactive videos play ads, entertainment or promotions during hold time. Not only does this keep the customer’s attention, but it may answer one of their questions or tell them about a product or service they might want.

  1. Two-Way Social Media Conversations

Brands have known for a while that they need a presence on social media, but now customers want a two-way conversation. It’s no longer acceptable to give customers a place to go just so they can provide feedback or learn more about you. Your agents have to actually respond now, quickly and in a personalized way.

  1. Unified Communications

“Omnichannel” has been a buzzword for a long time, but not enough companies are truly embracing it yet. The best customer experience is when the agent can be reached on any device and access up-to-date purchase, service and communication history. Going into a conversation and already having context is imperative.

  1. Voice Response Software

The days of having to listen to lengthy menus and submenus, trying to remember the different numbers to punch in your phone, are gone. With integrated voice response software, the customer can access the right self-service selection by speaking in a natural way.

Contact centers that want to compete need to embrace digital transformation and modern technology.

2018 Contact Center Trends: Punching Through the Barrier.

By Bright Pattern

Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. But according to Forrester’s 2017 CX IndexTM, CX quality plateaued or declined for most industries and companies.

It’s plain to see why. CX was a classic land grab where companies found it easy to deal with obvious problems. But now the hard work begins. Customers are getting used to enhanced experiences and want better and better service. Companies will need to keep up with these expectations or fall farther behind. Forrester is predicting that in 2018, 30% of companies will see further declines in CX performance, which will mean declines in growth or worse.

So are we going to stay put or decline? Or are we going to punch through to the next level? 2018 will be the year where this is decided. So what will be the big stories? How will technology and automation advance the customer experience? Here’s what we think will be the trends in 2018.

 

Artificial Intelligence – It’s going to get real, very fast

In the years running up to 2018, AI has been the solution to almost any problem. And for good reason: chatbots, robotic process automation, and virtual assistants have transformed customer experience and expectations, and have changed the roles of customer service agents for the better. But now the rubber meets the road. The early gains were made by applying AI to existing business operations. The true growth moving forward will be to use AI to invent new ways to interact with the customer, reinvent business processes, and create whole new markets for products and services.

A Forrester survey tells us firms’ investment in AI rose 51% in 2017. But 55% of firms have not yet achieved any tangible business outcomes from AI, and 43% say it’s too soon to tell. That’s because AI is not a plug-and-play proposition. Unless firms plan, deploy, and govern it correctly, new AI tech will provide small benefits at best or, at worst, result in unexpected and undesired CX-related outcomes. If CIOs and chief data officers (CDOs) are serious about becoming insight driven, 2018 is the year they must realize that simplistic approaches will only scratch the surface of possibilities that new tech offers.

Take machine learning for example. Companies are quickly realizing that, ironically AI requires huge amounts of human input. Agents are tagging text and speech, customer interactions. Companies are using their customers to teach their AI, and sales reps are training the AI rather than relying on out-of-the-box learning. Add to this the data hygiene and knowledge management required to keep an automated system up to date, and you will see an enhanced adoption of the blended AI model for 2018 where humans play a critical role in constantly perfecting AI to improve the customer experience.

Bright Pattern is a leader in this blended AI trend and automating with a human touch. For instance, our APIs allow bots to integrate with IBM Watson, Reply.ai, and Alterra to provide human-like interactions that can be switched to a live agent at any time. The agents also have internal assistants and bots that use AI to guide them through the call, offer suggestions, track tone and sentiment using cognitive analysis technology and natural language understanding.

 

Digital Transformation Needs to Pick up Speed

There are now heightened expectations from the customer and companies need to rise to meet them. Digital transformation is the key to making this happen. But it’s not happening at a quick enough pace.

According to Forrester, up to 60% of executives feel they are lagging behind with their digital transformation initiatives. The trend for 2018 will be that digital transformation moves from just an IT or CIO issue to become the responsibility of the entire organization. Thinking will change, it will no longer be looked at as an investment that gets a return. Digital transformation will be seen as the one thing that will keep the company alive. In fact Forrester also has a sobering statistic for this: 20% of CEOs will fail to act: As a result, those firms will be acquired or begin to perish.

 

Moving to the Cloud Will Become Even Safer

Here’s some good news! The cloud is going to get even more business-friendly in 2018. We all know that moving to the cloud provides a way to avoid capital investment in volatile technology and focus on core competencies. And it enables companies like Bright Pattern to provide rapid innovation delivery, instant upgrades and provide integrations with other cloud systems.

Every tennant on the Bright Pattern Call Center solution enjoys the very latest, most advanced version of out software. This includes data, configuration, user management, and tenant individual functionality. Every company, department and user is on the same version and the latest patch level.

And, we offer the insurance of an on-premises option using exactly the same cloud software for call centers, ensuring an additional level of control. Moreover, switching to an onsite option or back to the cloud is as easy as downloading the export file of your account and uploading it into another system.

The cloud will continue to be a dominant force in the digital transformations of virtually all successful companies. With continued innovation from Bright Pattern, we do not see this trend losing steam in 2018.

Self Service is about to get personal

Personalization will be key for companies looking to keep up with customer expectations. The empowered customer is now king, but they do not want to have every option available to them at all times. Their time is precious and they want to have a self-service experience that is hyper-relevant to them.

Companies who know what product a customer has for instance, will be able to serve up a limited set of options and disregard the irrelevant. They will learn which channels a customer prefers and route them without having to ask. Organizations that take customer experience seriously through personalization will stand out from the noise and create loyal customers.

 

The Employee Experience Will Be Enhanced, Not Just the Customer Experience (EX=CX)

The customer service employee experience is changing rapidly, so companies need to find ways to ensure that their agents are well motivated and rewarded for taking on new responsibilities. As blended AI becomes more prevalent, the role of the agent or customer service representative will change. Forrester predicts more and more agents will quit because of work overload. An example of this trend would be tagging. A live chat agent can look through a chatbot transcript to see where the chatbot didn’t understand the customer. The agent can tag an intent to that particular phrase. This additional task adds to an already complex list of responsibilities, applications, and processes that today’s agent must own, use, and follow. Without the right tools companies put employee experience at risk.

Bright Pattern provides the most effective agent desktop in an all-in-one call center app, which offers a decluttered user interface that selects and displays the most relevant information based on context. Higher levels of employee and agent engagement are known to improve the customer experience.

 

Automation Spreads From the Back Office to the Front Office

The big news in automation for 2018 will be the migration of many tried and tested robotic processes from the back office to help out in the front office. Automation will enable agents to focus on helping customers and spend less time on navigating systems or post-contact wrap up. Additionally, automation at the desktop will improve quality by decreasing errors of manual data entry, reducing rework, and decreasing complaints. Reducing manual tasks allows for a better focus on listening to the customer, empathizing, and providing a frictionless experience. In 2018, we’ll see better collaboration between the front- and back office, and see the almost immediate ROI that robotic process automation has traditionally been known for.

Channel Proliferation is a Party That Won’t Stop

It’s not news that consumers like to interact in the channel of their choice. And that channel can change on a whim and by the second. A conversation started in a messaging platform can migrate to a call that can shift to an email and back to a message. But companies need to do a better job of offering a true omni channel experience. According to Dimension Data and their 2017 Global Customer Experience Benchmarking Report, only 8% of organizations say that they have all of their channels connected and, in fact, as many as 70% say that none or very few of their channels are connected.

And new channels are coming on stream all the time. Customers are communicating with brands using just emojis. Video chat is starting to be adopted. Screen Sharing, virtual assistants, in-app messaging will all continue there rise in 2018.

The big news here is that this explosion of customer expression will not be stopping any time in 2018. So how can a company keep up, let alone stay ahead?

The simple answer is to have a simplified multichannel setup for call center managers to enable a true omni channel communication style. In practice this means a conversation must be able to be continued when switching or changing channels. It means adding a messaging or content channel to an existing communication is a must. And finally the rich context of the conversation must be maintained at all times.

To do this in 2018, you must have the agent tools to simplify multi channel interaction handling. Bright Pattern has created a web-based agent desktop to make multichannel communication seamless. It keeps all the information needed in the visible portion of the desktop, it intelligently extracts the relevant elements of context to display eliminating switching, alt-tabbing, and scrolling through long pages, and it transparently rearranging the desktop when the the conversation changes from one channel to another.

Conclusion

2018 is going to be a big year of disruption for the contact center. The technology that’s coming online and the shifting attitudes of business leaders will lead to some huge developments. At Bright Pattern we are well aware and well prepared for what’s to come. Because just like you, the expectations of our customers will not stop growing.

4 Unexpected Benefits of Cloud Contact Centers

For contact centers that haven’t yet adopted cloud software, consider this: the cloud offers everything your traditional software offers, plus these four little-known perks.

1. Scaling down – not just up – is possible.

Contact centers go through changes all the time, whether only temporary, like for the holidays, or more permanent. When needs change, software needs change as well. When a contact center quickly grows, cloud software is able to keep up with the increasing demand. On the same note, cloud software is also able to scale down with the contact center as fewer IT resources are required (like following a heavy shopping season, for example). Either way, your IT department won’t have to start from scratch with complementary software – cloud software will simply adapt to whatever you need, whenever you need it.

2. Business continuity will be protected.

Should some sort of disaster occur, a contact center that relies on traditional software could find it impossible to connect with customers. With cloud software, though, even if the brick-and-mortar contact center is unusable, agents will still be able to contact customers. Not only can information be accessed from management off-site, but cloud software makes it easy to arrange for agents to work remotely.

3. Subscription fees are a way to pay.

When a contact center purchases traditional, out-of-the-box software, it comes with a hefty upfront price. Luckily, this type of large initial investment is a thing of the past with cloud software. Thanks to cloud subscriptions, you’ll know what your low fee will be month after month.

4. Upgrades are hassle-free.

If your contact center buys traditional software and then it gets an upgrade, your IT department will have to install the upgrade themselves. With cloud software, though, the application is always owned by the software provider, even though you’re allowed to use it. This means that whenever cloud software is upgraded, you’ll have immediate access to it, no IT installation required. The provider will automatically update the software whenever a new version comes out, and you’ll access that new version the very next time you log on.

Though cloud software may not be a perfect fit for every business out there, many contact centers find that making the switch eases a number of processes. With providers continually creating new cloud software models, you’re bound to find one that suits your contact center.

 

5 Lesser-Known Benefits of Hiring Remote Contact Center Agents

Thanks to cloud software, the remote contact center agent is possible, and even preferred in some cases. There are a lot of benefits to having at-home contact center agents:

  • Cost is lowered for both you (no office space) and them (no commute).
  • Remote agents tend to be happier.
  • Your contact center will be more scalable than a 100% brick and mortar one.

Those are just the obvious benefits, though. Here are five more that you may have never considered.

  1. The cloud is uncomplicated.

With the cloud, agents have the same capabilities and accessibility they would in an office. Plus, there isn’t any installation, and your company’s data is just as secure as always.

  1. Overstaffing can be avoided.

For the contact center, one of the best ways to control cost is to balance staffing needs. Customer needs have to be met so that the customer experience can remain positive. At the same time, overstaffing – which impacts the budget – has to be avoided. Remote agents can jump in to help when needed, then log off when call volume dips again.

  1. Scheduling becomes much more flexible.

With remote agents on the team, the forecasting and scheduling process doesn’t become more difficult, but instead allows for even more flexibility. You’ll run forecast simulations the same as you always have, but agents can be located in all different time zones, working shifts and hours they prefer, which increases schedule availability.

  1. Tracking performance is the same as before.

Reporting and analytics doesn’t change when it comes to your remote agents. You’ll still be able to see real-time information, agent activities, performance, schedule adherence and shift assignments.

  1. You’ll find it easier to reach service level goals.

Even with excellent forecasting technology, call volume can change quickly. If a product is included on a “Best of” list, call volume may skyrocket. Or, you may have a day when several of your in-office agents are unexpectedly absent. Without enough agents to handle the influx of calls, emails and social media messages, wait times can increase, leading to a drop in customer satisfaction scores. To avoid this, your remote agents can be used as backup when needed.

One last thought.

When you enable some of your agents to work from home, it shows that you trust them. When agents feel appreciated, they’re motivated to perform better.

 

 

 

 

 

 

5 Easy Ways to Reduce Customer Service Costs

Bog contributed by Bright Pattern

How can customer service leaders meet increasing expectations for delivering great customer experiences while keeping operational costs in check? Hiring more agents is only part of the equation. The other part is to use advanced digital technologies to modernize contact center operations, reduce costs, and boost customer engagement.

Here are some suggestions compiled by Forrester Research on how to remake the contact center into a customer engagement center:

    1. Make self-service more interactive with chatbots. Adding an option for live conversation can help customers that might be getting “stuck” in self-service.
    2. Examine the customer’s digital journey. Use analytics and other methods to track customer behavior on websites and mobile apps. Finding pain points that may be driving higher call volumes, and explore ways to make the customer journey better.
    3. Add robotic process automation (RPA). These bots can simplify and streamline routine processes like customer onboarding, which reduces the cost per customer and leaves agents free to handle exceptions or complex inquiries.
    4. Give your agents virtual assistants. Agent-facing bots can help agents perform better by shadowing conversations and proactively suggesting next steps to resolve calls quickly and successfully.
    5. Use AI to optimize resources. Essential behind-the-scenes operations like call routing and field service scheduling can be offloaded to AI-based processes that speed up performance while also analyzing trends to develop further service improvements.

Using one or more of these digital transformation strategies can help contact centers maximize their

5 Must-Ask Questions When Choosing a Cloud Solution for the Contact Center

When was the last time you took a good look at your contact center and vowed to give it the update it needs? Regularly taking the pulse of your contact center, particularly when it comes to the software you use and how efficient it is, will help you remain competitive in the industry and relevant to your customers. Once you know the improvements that need to be made, you can find a cloud solution that meets your needs. Ask yourself the following questions when choosing cloud software.

  1. Will it support our omni-channel strategy?

Any software your contact center uses will need to support all of the channels your customers use to interact. This includes text, voice, web and social media. Additionally, these channels need to work flawlessly together so that you can provide omni-channel, not just multi-channel, service.

  1. Will the cloud solution remain up-to-date as time goes on?

The last thing you want is to be under contract with a cloud software provider who lets their service become antiquated. A quality cloud solution vendor will regularly add new features so that your contact center can remain on the cutting edge and continue to serve customers’ changing demands.

  1. How is uptime ensured?

A cloud solution that has too much downtime is going to be a major problem for your contact center. Ask your vendor about their service level agreement (SLA) for uptime. A certain amount of uptime should always be ensured.

  1. Is the vendor reliable?

Problems are bound to occur. When they do, you want to know that your vendor will be available to help you sort them out as quickly as possible. First, make sure the vendor has plenty of availability. Then, ask about the process they use to problem-solve.

  1. What will happen as the contact center expands?

Your contact center is going to change and, hopefully, grow with time. The cloud solution you choose will need to evolve and adapt along with your contact center. It should also be able to scale so that you won’t have to find a new cloud solution as you grow.

Have you hit a wall with your current software solution? It may be time to move to a cloud-based solution. Your contact center will get the modern functionality needed to quickly and properly serve today’s customers.