The proliferation of cloud software, changing customer behaviors and expectations, and the pressures of the global health crisis are driving explosive growth in cloud contact center services. But moving your on-premises contact center to the cloud is one of the most significant technology shifts your business will face. In an industry flooded with options, how can you choose the right solution to meet your organization’s specific needs?
There are several categories of business requirements that will influence your choice. When meeting with vendors, come prepared with answers to the following questions:
What kind of compliance measures must you meet?
Consider general compliance requirements that most states in the U.S. have, such as getting consent from both parties (customer and agent) to record communications. While call recording laws vary by state, your cloud contact center solution should make it easy to abide by any. Other compliance laws include the payment card industry data security standard (PCI-DSS) and the Healthcare Insurance Portability and Accountability Act (HIPAA), both which require the safeguarding of customer data. The right cloud contact center solution must adhere to a range of data security requirements, which you can learn more about with this checklist we created.
Do you have a “sweet spot” for number of seats?
A cloud-based contact center will provide ideal experiences depending on the number of users on the platform. Some vendors are most focused and comfortable in the 50-100 seats range, while others target larger seat counts up to thousands of agents. These ranges are important to consider as they relate to the size of your organization, your projected growth, and if you have any seasonal fluctuation in use. If you have seasonal highs and lows in call volume, you’ll want a solution that can adjust to those seat-scaling requirements at a reasonable price point (which is where the benefits of a flexible consumption-based pricing model come into play). Even outside of seasonal spikes, you’ll want to ensure you can flexibly scale and shrink as needed (consider the effects of the pandemic, where customer service teams of all types were inundated by calls for months on end).
Do you have a robust IT team?
Consider the size and proficiency of your technology team. If you don’t have sizable IT help, you’ll want a cloud contact center solution that prioritizes ease-of-installation and maintenance. Or, you might want to consider the benefits of a managed contact center solution. A Managed Service Provider (MSP) handles everything from routine user management and changes to platform monitoring and upkeep to application and business rules management, typically at a lower and more predictable cost while helping your IT team refocus on core business-related activities for your organization.
Do you need omnichannel capabilities?
In short: YES. Your customers shouldn’t have to resort to a phone call because your organization doesn’t offer seamless digital engagement. You have to make it easy for customers to contact your organization across all communication channels (voice, chat, email, SMS, social media, self-service) and devices (mobile phone, tablet, desktop) without confusion or complexity. Your cloud contact center solution should be designed to enhance customer loyalty by creating easy, fully integrated interactions across every channel and device.
What kind of app integrations would suit you?
Your cloud contact center solution must seamlessly integrate with your current CRM, ERP, and other systems. Integrating with your CRM, for instance, will help your employees better serve customers by providing an “at a glance” view of a contact when an incoming call is initiated, seamlessly log voice and digital interactions, automatically add notes and update customer history into the CRM, and more.
You’ll also want to consider the value of integrating communication application programming interfaces (APIs) via Communication Platform-as-a-Service (CPaaS). CPaaS is a cloud contact center amplifier, enabling you to easily develop custom apps that take customer experience to exciting new levels. Some of today’s leading cloud contact center vendors also offer seamless CPaaS solutions. If you’re not ready for CPaaS right now, chances are you’ll want to be in the future (by 2023, Gartner predicts that 90% of global enterprises will leverage API-enabled CPaaS offerings to enhance their digital competitiveness - up from 20% in 2020).
Not sure where to start with vendors? Servion is an end-to-end, consultative technology specialist with certification across a wide range of cloud contact center platforms or applications including Cisco, Amazon Connect, Genesys, Five9, Twilio, NICE InContact, Verint and more. Our extensive expertise in integrating leading platforms and applications with any cloud delivery model (public, private, hybrid, on-premise), 20+ years of application development practice, global delivery and support capabilities, and compliance expertise (PCI-DSS and HIPAA) enable us to offer a personalized, vendor-agnostic approach to adopting the perfect cloud contact center solution for your organization. See for yourself with a free consulting session with our contact center experts.
Publish Date: January 10, 2022 1:33 AM
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.
All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.
Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
|6.)||Digital Wholesale Solutions|
International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).
We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.
|7.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Debt Recover, Collections
Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.
- Customer Service
- Walk In Center
- Service Desk
|11.)||Technosys IT Management|
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter
|12.)||Tru29 Outsource Solutions Inc.|
Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.
This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
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