Contact Center Technology Drivers

Contact Center technology has seen a constant stream of innovation since the 1980’s. An entire eco system of vendors has emerged addressing things as simple as the desks and seats agents use to gamification to improve agent skills.

But the single biggest factor in the last few years has been the emergence of true, omni or multi channel systems; where all activities can be managed seamlessly on a single platform.

There is one thing that is clear, if you want to continue to improve customer engagement, you need to select a platform that can be easily, seamlessly and constantly enhanced.

Contact Center Technology Drivers

Omni-Channel Readiness

This one is a given. For years the primary means of communication were telephone calls, hence the term call center. Some customers were not willing to wait in queue and were quite happy to use an IVR, perhaps as a precursor to a call. But these were not always from the same vendor and moving customers between call and IVR queues were tricky. Later, new vendors developed tools to centralize handling email inquiries. Businesses now had 3 different tools to track and manage. Handling outbound calls with the same agents as inbound was tricky, let alone emails.

Today we have SMS, Chat, Social Media and more channels being added each year. So having a system that can truly handle all channels, seamlessly and efficiently is a necessity; a necessity if you are interested in great customer experience.

It is possible. Unity Connected Solutions offers both premise and cloud based omni channel solutions. Let us show you how they work.

Self Service

The first form of customer self service used Interactive Voice Response systems or IVR. Simple transactions could be handled by using touch tone or voice recognition to perform tasks like looking up an account balance.

These simple tasks could equate to a large percentage of the calling volume, dramatically reduced costs by offloading from live agents  while enhancing customer experience. Now self service can include web, SMS and other media.

As consumers become more demanding in how they are served, self service becomes table stakes in meeting customer expectations.

Optimizing Your Workforce

Workforce management (WFM) continues to evolve. When WFM first came on the scene the focus was improved agent scheduling in the largest of contact centers, soon followed by call recording to allow managers to score and rate agents.

Those contact centers focused on enhancing customer experience need something better to engage the agents. Today, workforce optimization tools are web based,  use gamification and other tools to engage agents, improve skills, winning bragging rights and even rewards.

These tools have come a long way, check them out with Unity.

Cloud Deployment

In the past, the only way to deploy anything but the simplest of contact centers was with a large premise based solution with integrations to other platforms including call logging, call recording, workforce management, IVR and more. Each one of these can be expensive to implement and even more expensive to maintain. In addition, these deep integrations meant that updates could often only happen when all platforms were ready. Holding back contact centers from rolling out the latest enhancements.

Cloud vendors offer serious competition to premise based solutions. They offer comparable capabilities, simplify the process of integration, are constantly being updated and are faster to deploy.

With the cost per gigabyte going down and managed internet solutions available, cloud deployed solutions are definitely worth considering.

Allow Unity Connected Solutions to walk through the pros and cons of cloud and premise systems.

Premise-Based Contact Center

Cloud-Based Contact Center