How can great CX transcend the contact center

“Erm, do you mind if I just put you on hold for a moment?”

We’ve all been there. After waiting far longer than we would have liked in a call queue, we finally reach a real person only to discover that they don’t know how to help us.

It’s frustrating. And even when our problem is complex, or rare, these kinds of delays aren’t always inevitable. After all, someone in the organization knows how to help us. If only we could shortcut the time it takes to make a connection between the customer-service rep and that person with the answer, everyone would be much happier.

So, let’s do it. With the right approach and the right technology, you can. You can even start today. The key is to use the best more secure network to integrate your contact center as a service (CCaaS) platform with its unified communications as a service (UCaaS) counterpart

Done right, this ensures that your front-line staff have the fastest possible route — with proper controls, security, and authorizations — to the engineers, product specialists and other experts who can help them answer even the toughest customer queries in record time.

What does creating a whole-enterprise collaboration platform, and culture, entail in practice?

CCaaS & UCaaS = Superior CX

• Using advanced SIP trunking, your customer-service representatives — whether on site or remote — get secure voice and data access to anyone in the enterprise.
• Your cloud voice platform should integrate with leading contact-center solutions, for fast, seamless agent access to the right data or the right expert.
• Both your contact center and your UCaaS platforms should support the latest security and encryption technologies, singly and when integrated with each other.
• A transport layer that serves as the backbone for the sharing of data and applications — as well as secure, high-quality, low-latency voice communications.
• Advanced features, such as voicemail which follows the user, no matter the device they use, auto attendant, caller ID, call forwarding, hunt groups and three-way calls.

With the right integrated customer-service and enterprise collaboration, you can give your customer-service reps the tools they need to collaborate with experts from across the business. The enterprise, meanwhile, has the control it needs to ensure that this cooperation is managed, privilege-based and secure.

Why is all this necessary? 60% of customers say that making them wait for a resolution to a problem is the most frustrating thing a company can do to them [1]. And 43% of customers would switch brands or providers if doing so would get them better customer service [2].

In a market that’s tougher all the time, and which is evolving faster than ever, providing the best possible customer experience has never been more important. And the best way to do that, is to get customers the right solution, faster.

[FOOTNOTES] 1. https://blog.hubspot.com/service/customer-experience-metrics

2. https://www.digitalinformationworld.com/2022/08/this-new-study-reveals-how-brand.html