Legacy contact center systems may have more impact than you realize in terms of the forms of customer support provided. While you may take today’s multimodal world for granted, it’s not the norm in the contact center, where agents can be challenged to meet customer’s communications expectations. Most contact centers are still telephony-centric, but that’s changing as they migrate to IP-based solutions, and that’s a good thing. What may not be changing, however, is how decision makers think about customer service in addition to new possibilities offered by today’s technologies.
A key characteristic of this mindset is the reactive mode of service, in which agents take customer inquiries as they come in. Given the sunk costs of a telephony-centric system, agents are evaluated on how efficiently they manage calls, and the objective is to make it easy for customers to call in and get help. Not only does this tie up agents to engage with customers in other ways, but legacy systems have limited ability to leverage other communication modes or to automate certain forms of customer service.
Given those constraints, contact center decision makers will have difficulty seeing how other modes of service provide new business value. This is where cloud-based contact center offerings start to make sense, especially for providing outbound communications options. I’ve addressed various facets of CCaaS (contact center as a service) in other posts here, but in terms of taking things to the next level, I want to now focus on outbound communications.
Legacy flavors are generic, impersonal, and aren’t very engaging for customers. With CCaaS, this mode has more intelligence once integrated with CRM, and that enables personalized communication that can be highly relevant and timely for customers. To recognize this new value, here are three ways of thinking differently for decision makers to consider.
1) Outbound is a new mode of meaningful customer engagement.
Legacy contact center thinking is all about inbound inquiries coming over the phone. That doesn’t have to change with CCaaS, but alongside that, compelling outbound use cases become possible. To date, the applications for outbound have been limited by legacy technology, but no more. Now, decision makers can consider the business value of proactive customer service, where various channels—not just telephony—can be used to communicate with customers. Instead of solving customer problems, outbound communications can be used to provide alerts, notifications, special announcements, status updates, etc.
When tied to CRM, these messages can be very customer specific, and this is where they bring new value. Doing so expands the scope of customer service; and when thinking more broadly about understanding the customer journey, this is a low-risk way of driving their satisfaction with your products and your company.
2) Outbound can streamline your business processes.
With CCaaS, you can also start thinking more broadly about business processes that span across your organization. Outbound communications are not meant to exist in a vacuum—the value comes from tying them to business processes. Consider a customer that has an annual renewal coming due. It’s simple enough for CRM to trigger an outbound notification about this, but so much more is possible with CCaaS. First of all, the customer can choose which mode to receive the update: voice, text, email, etc.
Building on that, customers can be prompted to update their profile, their payment method, or any changes in their business relationship with you. They could also be prompted to set up an account review, receive a personalized update on new offerings that might be of interest, or provide feedback on how well you’re meeting their needs. The possibilities are endless, and the point is that these notifications can trigger business processes that might otherwise not take place because these dots aren’t being connected.
3) Outbound can help automate contact center operations.
Some forms of outbound communication are best done by live agents, and in some cases, this is the only way to do them. Compared to what CCaaS can support, this isn’t an efficient model when considering the value of the agent’s time, along with the effort involved to make the calls and move on quickly when getting an answering machine. With today’s outbound notification solutions—especially around advances in speech recognition—this entire process can be automated and managed with a high degree of accuracy.
As with other lines of business, contact centers are under increased pressure to automate processes, and this is a great benefit of using outbound communications. Providing proactive customer service is a big step forward, but so is thinking about leveraging new technology to automate the operation. By breaking away from the legacy model of customer service, these forms of value-add become apparent, and from there, good things will happen. In this case, not only will you automate a laborious task, but that will also free up your agents to communicate more effectively when dealing with inbound customer inquiries.
Publish Date: March 14, 2017 5:00 AM
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
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We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
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AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
|5.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800
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Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
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Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
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