Step 1

Setting your goals with long-term CX implications

A decision with long-term CX implications

In an era when customer expectations are constantly escalating it’s vital to choose the right contact centre solution to ensure your business retains a competitive edge. Customer service now needs to be delivered around the clock while offering the convenience and personalisation that customers expect.

Elevating the customer experience is not optional. It’s a necessity. And delivering on these expectations requires choosing the right communications platform.

Contact centre leaders understand the need to define and exceed CX targets. To meet these goals what’s needed is a cloud based solution that enables omnichannel experiences on the customers channel of choice. To ensure service delivery is continuously improving you also need the ability to leverage holistic insights around the metrics that matter most for continuous improvement. Finally the solution needs to be simple to use in order to maximise productivity and minimize agent attrition.

To ensure your CX is world class it’s also vital to customise your environment with the solutions that make the most sense to your business, including leveraging best of class AI-powered and third-party applications.

Top challenges from an outdated contact centre

With the right cloud-based contact center platform you’ll be ready to transform your CX into a source of competitive advantage. All while lowering costs, optimising your IT budget, and integrating communications into other vital business applications and processes.

Limited scalability
Costly maintenance and upgrades
Difficult to enable hybrid or remote workers
Inability to deliver service in the customer's channel of choice
No global service

Impersonal customer interactions
Different solutions used around the business
Limited disaster recovery options
Inflexible call flows
Narrow reporting capabilities

Complex agent desktops
No self-service options
Limited agent management tools
Configure and manage complexity

What should you expect from a
good cloud-based contact centre?

The short answer: It depends.

More importantly, it depends what your customers and your business demand. And as we’ve seen, today’s businesses face rapidly-changing demands, whether due to customer trends, competitor activity, advances in technology, or any number of unforeseen factors.

The more versatile and feature-rich your contact centre solution, the easier it will be to respond to challenges—all while supporting remote work, addressing compliance and security issues, and handling increased interaction volume.

What to look for in a top-notch cloud contact centre

#1

Seamless, personalised experiences

Latest innovations with instant upgrades
One accessible interface for all comms and collaboration tools
Seamless integration with CRMs and Microsoft Teams
Easy and cost-effective to deploy
Futureproof through a single unified platform

#2

Platform resiliency

Enable your agents to operate from anywhere
Make your agents more efficient and productive
Consolidate, simplify and reduce your contact centre costs
Free up your IT budget and resources
No costly on-site capital expenses

#3

Operational agility

Resilient, secure and compliant
Smoother and rewarding customer engagement
Organised data to analyse and transform your service
New agents and locations are set up easily
Seamless, fully integrated part of any wider cloud-based contact centre platform