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Article : Cloud PBX or Cloud Contact Center…Read This Before You Decide

#contactcenterworld, @CallStudio

Author: Chidiogo Emmanuel, Digital Communications, Call Center Studio

Deciding whether to use Cloud PBX or Cloud Contact Center depends on your business’s primary needs.

While several people will argue that Cloud Contact Center is the way to go, that opinion is relative and subject to a company’s goals. A company needs first to analyze its processes before making a best-fit decision.

In this article, we’ll get to understand the cloud contact center and cloud PBX, as well as their differences.

First, let’s learn about the Cloud contact center.

Cloud Contact Center (also known as CCaaS) is a 360 call center software that provides cloud-hosted services, including telephony applications and other features such as messaging, CRM integration, social media interaction, etc.

All of the listed features are delivered in an Omni-channel interface for an enhanced customer service experience.

There are several cloud contact center providers; however, not all have the omnichannel feature. One of the key differentiating service factors between these providers comes from their telephony offering. Also, Cloud infrastructure like Google allows easy integrations and unlimited scalability, while others may lack such features.

Cloud telephony functionality can be in the form of Cloud PBX or Cloud Call Center.

Cloud PBX

Cloud PBX is simply a PBX system hosted on a cloud service without the added cost of infrastructure management.

Source: Citynet

A PBX (Private Branch Exchange) is a private telephone system used within a company or organization to communicate internally (within the company) and externally (the outside world), using different communication channels like Voice over IP, ISDN or analog.

The Cloud PBX may use telephone hardware or a computer integrated telephony or softphone system to execute the phone calls. Cloud contact centers offer all the features of Cloud PBX and more. Let’s take a look at the features of Cloud PBX.

Screen pop-ups

For agents managing calls from their IP desk phones or softphones, a screen pop-up shows a caller’s details alongside interaction history for personalized customer experience. With the information, agents can take the necessary actions required to provide a first-time call resolution.

Find me-Follow me

Find Me-Follow Me is a feature that enables phone calls to be received at different locations on different phones or devices.

An agent can map both their IP desk phones and mobile phones to a DID (Direct Inward Dialling) number – that way, when they receive a call, both their desk phone and mobile phone rings, and the agent has the choice to answer from any device.

This feature enhances agent productivity.

Direct Inward Dialing (DID)

Direct Inward Dialing (DID) is a feature that allows a company to map several numbers to a trunk line without requiring a physical line into the Cloud PBX for each possible connection.

A company may have 50 listed customer care numbers to the public that could be reached over ten physical telephone lines (these are the "trunk lines"). This allows seven simultaneous calls with a busy signal for additional inbound calls until one of the calls is completed or can leave a voicemail message.

DID creates room for the departmentalization of calls for accurate call routing that delivers personalized and improved customer experience.

Click-to-call

With a click-to-call feature, the stress of manual dialling is eliminated, alongside the possibilities of dialling errors.

Agents can move from call to call with just a single click regardless of the application they’re working with. The additional functionality of screen pop enhances the first-time resolution of customer needs.

Click-to-Call also provides the facility to record calls and also upload call notes automatically. The sales team can call more leads with increased efficiency, resulting in more closed deals and revenue.

Collaboration features

Agents can collaborate with their supervisors or other agents through screen sharing, call transfer, or call conferencing to serve the customer correctly.

How about Cloud Contact Centers?

As earlier stated, Cloud contact centers include all the above-listed features plus more offerings. Check them out below.

Public API for Quick Integration

Not all Cloud Contact centers have an Open API for quick integration. However, it is essential to choose a complete cloud solution that does, as it saves time and cost.

A cloud-based contact center allows quick and easy integration with other applications such as CRM software, Payment solutions, Chat solutions, and many more. With an omnichannel interface, agents can have a unified view of interactions across all channels for enhanced and exceptional customer experience.

Detailed Real-time Reporting & Analytics

Effective reporting and analysis of data help a business understand customer needs.

With the right cloud contact center provider, you get built-in Google BI & Analytics for real-time monitoring, contact history, and graphical custom reporting for fast insight into your team’s performance.

The supervisor not only gets valuable insights on call reports like call dropout rate, abandoned call rate; But also gets agent level information like the average handling time, shrinkage rate, first call resolution rate.

Automatic Call Distribution (ACD)

Unlike Cloud PBX, a cloud call center can route calls to agents based on different criteria – skill-based routing or VIP calls.

With skill-based routing, Call center agents have become more specialized.

When a customer calls in with a need relating to a specific field, agents with the best-fit skillset get a first-hand look at such requests, thereby improving personalized customer experience.

ACD allows the management of different queues for different campaigns. The sticky agent feature allows the connection of a customer call to a particular agent based on the caller preference.

Customizable Advanced Dialers

With a customizable dialer, you can increase the efficiency of your agents. Functionalities such as the predictive dialer initiate outbound call from a contact list automatically and sequentially.

A predictive dialer uses predictive statistical algorithms to place outbound calls based on agents’ availability and each call’s duration.

With this feature, the dialer can forecast the next call’s length due to AI-powered machine learning.

Depending on the type of campaign, a complete cloud contact center offers you the option to customize the predictive dialer to call each number on a list per available agent, thus acting as a progressive dialer.

A progressive dialer is also useful when the communication regulations do not allow for Predictive dialer use.

Added features can be implemented with a CRM integration to run a Preview dialer where the agent can see the contact history ensuring excellent support. With a click-to-call feature, the stress of manual dialling is eliminated, alongside the possibilities of dialling errors.

Use of AI

Cloud contact center solutions best complement artificial Intelligence (AI).

Chatbots help streamlines B2C interaction and enhances efficiency in resolving customer requests, improving customer experience, and minimizing operational cost.

According to a report by MIT Technology, 90% of businesses report faster complaint resolution with bots.

Also, AI-powered IVR is equipped with Automated Speech Recognition (ASR), Speech to text (STT), Text to Speech (TTS), and Google Dialogflow features to enable the personalized conversational experience.

Sentiment analysis enhances customer experiences through understanding the caller’s intent and gauging their emotional state.

With conversational IVR, customers can interact with your system using their voice and words, rather than their fingers.

Cloud PBX or Cloud Contact Center…Which one suits your business needs?

Like earlier stated, the answer to this question depends on the goals of your business.

Although both solutions help a business streamline customer interactions, Cloud Contact Centre Software outperforms Cloud PBX on the front of enhancing customer experience.

The Cloud contact center provides scalable personalization features to meet and probably exceed the demands and expectations of the modern-day customer and improve agent efficiency.

#contactcenterworld, @CallStudio


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Today's Tip of the Day - Finding A Workforce Management System

Read today's tip or listen to it on podcast.

Published: Friday, September 25, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
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.

3.) 
Agara

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.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

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...
(read more)

6.) 
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
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

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.

8.) 
OpsTel Services

SPEED
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.

Speed features:

*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

9.) 
Vads

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

10.) 
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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