Contact center operations are rapidly moving into the cloud as a growing number of businesses embrace the flexibility and simplicity of subscription-based services. For channel partners, this presents a big opportunity to talk up unified communications as a way to facilitate seamless agent communication and streamlined cross-department collaboration to better serve customers.
According to Frost & Sullivan, the cloud contact center market is growing at almost twice the rate of premises-based contact center systems (11.6 percent versus 6.1 percent). Moving a contact center to the cloud has a number of benefits in terms of flexibility. It allows customer service agents and supervisors to be in any location, and allows companies to scale up to manage peak or seasonal demands—a huge benefit in the retail and entertainment sector. Additionally, cloud-based contact centers support business continuity and remote agent strategies.
However, taking full advantage of that flexibility requires an underlying collaborative approach that makes communication seamless between agents and departments, with a centralized way to link distributed agents and resources. Functions such as seamless call transfer, the option to escalate chats to calls, mobile support, and more become crucial.
Adopting UC in a contact center environment can directly address some top pain points for customers. A January 2015 customer experience survey examined consumer perceptions of service while making online or phone purchases over $25 in the previous six months. The study, from Harris Interactive, found that consumers most want agent service continuity and choice of channels for follow-up communications.
The study found that the stakes are high. It revealed that 86 percent would be very likely to switch to another company in the future after a bad customer service experience.
Star2Star can enable the contact center with a UC platform that supports voice, video, presence, chat, and analytics between agents and across departments and geographies—thereby enabling organizations to gain a differentiating level of customer service.
StarCenter is a complete inbound call center only available from Star2Star that keeps users on the cutting edge. StarCenter makes it easy to add and administer queues and agents with an easy-to-use web-based interface. Star2Star delivers customizable features such as call routing, management and reporting.
StarCenter includes StarView, which gives call center managers the power to turn raw call center data into usable information that helps propel a business forward.
To learn more about how Star2Star can enable the modern contact center, please click here.