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Article : Making the Move to Cloud in Contact Centres: 3 Key Questions to Ask

#contactcenterworld, @Calabrio

Author: Magnus Geverts, VP Product Marketing & Mgt, Calabrio

As organisations look to future-proof customer experience they are reviewing their contact centre strategies with many turning to cloud-based technology for all-round agility. Magnus Geverts at Calabrio shares his top tips for a smooth and successful transition to a cloud-first approach.

As economies recover following the Coronavirus Pandemic cloud-based contact centres will become standard – that’s the verdict of over 300 contact centre professionals when asked about the future of their industry. Even before anyone had heard of COVID-19, the shift was happening but the acute pressures of managing virtualised home-working teams while meeting rising customer expectations have accelerated the rate of change. The statistics are revealing: one in ten contact centres is now fully cloud-based, eight in ten are ramping up deployment of cloud-based software and an astonishing 39% either plan to invest further in the technology or take the final leap into the cloud, if they haven’t already done so.

These results reflect what our own customers have witnessed throughout the pandemic. Organisations which have relied on an on-premise solution have often struggled to cope with the dual lockdown pressures of increased customer demand and a new working from home (WFH) workplace culture.

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3 key questions to ask

With greater demand for remote working and employee flexibility there is no better time to adopt cloud-based contact centre technology, however, here are three things to consider:

Why move to the cloud in the first place?

Cloud-based communications systems offer far more flexibility, resilience and security than traditional on-premises solutions, without the need to hire additional IT staff or invest in expensive hardware. Strengthening your business case for cloud should start with people, the bedrock of great customer service. Cloud-based workforce management (WFM) solutions offer far more flexibility than traditional on-premise solutions. Agent autonomy and self-service including shift trades, booking time off and obtaining overtime shifts are made easy using a mobile app or secure staff portal. Wherever agents, planners or mangers are based they benefit from access to WFM for greater control of often tricky WFH environments.

The latest cloud solutions scale up and down flexibly, making it easy to add new channels, services and users in an instant, thereby boosting productivity, customer loyalty and longer-term profitability.

Finally, as customer expectations rise exponentially, organisations are seeking new ways to differentiate themselves through customer service. Now is the perfect time to combine the cloud with advanced, omnichannel Voice of the Customer (VoC) analytics. The cloud facilitates fast and simple integration between these sophisticated tools and other important applications, including CRM, to capture vital intelligence inside and outside the contact centre and add context to customer conversations. When agents know why a customer is contacting them in the first place, can understand their mood and have sight of their complete conversation history, they are empowered to deliver a far richer, relevant and satisfying customer experience. After all, brands that go beyond the simple ‘what happened?’ to ‘why did it happen? will be the outright winners.

What should I look for?

As contact centres prioritise moving to the cloud and investment pours into the marketplace, organisations are spoilt for choice. Big names and well-established vendors jostle alongside the new disruptive kids on the block such as Amazon Connect, who are introducing exciting new developments. Choice is undoubtedly good, but it can be confusing for cloud novices. The best technology vendors offer a blend of rich features and functionality with a strong service mentality and long-term vision.

When choosing a new vendor, be guided by a checklist of key qualities. One of the essential ‘must-haves’ is a cloud first value proposition. This means one single platform that is purpose-built for the cloud rather than adapted from a legacy system and is designed to deliver a single unified experience. A good technology partner must enable a flexible transition to the cloud while maintaining business as usual (BAU) operations. Meanwhile, opt for a solution set that scales readily with changing customer and business requirements and delivers quick win features to maximize ROI.

What could go wrong and how to avoid the pitfalls?

One of the main motivating factors for moving to the cloud is it simplifies contact centre operations while reducing IT and administration costs. However, choosing the wrong technology and aligning with the wrong partner can do more harm than good. Unwise choices merely increase the time and number of headaches associated with manually integrating standalone systems and trouble-shooting end-user issues. Avoid the pitfalls of choosing the wrong supplier. Look for a partner with an innovative outlook, proven experience and technology that is customisable, but comes with basic out-of-the-box contact centre functionality as standard, is quick to deploy, easy to use and even easier to maintain.

Take the final leap into the cloud to enjoy the benefits of improved workforce flexibility, enhanced agent engagement and performance while gaining valuable insights across the contact centre and the overall business.


About Magnus Geverts:
Magnus Geverts is VP, Product Marketing and Management at Calabrio, formerly Chief Business Development Officer at Teleopti ahead of the Calabrio acquisition. He has more than two decades of experience in the Workforce Management and customer service space, working in a mix of roles, in RnD, consultancy and business development.

About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Speech Recognition

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

Published: Friday, March 19, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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