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Article : Tips for Midsize Companies to Win the Cloud Customer Service Game

#contactcenterworld, @brightpatternus

Customers want effortless, personal customer service across all channels including digital channels like in-app and social messengers, but according to IQPC and Gartner, only 5–10% of companies are providing a true omnichannel experience. Forrester’s 2015–2018 contact center report stated that customer experience is no longer improving despite improvement and innovation with vendor technology.

As a small-to-medium sized business (SMB), it may be easy to think small budgets and small teams make it impossible to invest in innovative omnichannel software and provide customer service as well as the larger competitors. But in this week’s webinar, Bright Pattern’s SVP of Marketing, Ted Hunting, and IQPC CCW Digital’s Brian Canton, shared tips on how small and midsize companies can compete and win the cloud customer service game.


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TIP #1: Get Your Top Two Channels Working as One

The hardest part of creating an omnichannel contact center for SMBs can be adding a second channel to their voice operations. Many contact centers are looking to add web chat as an additional channel. Hunting recommended getting the channel working seamlessly with voice, where if a customer starts in a web chat, they can easily move to voice or escalate the interaction directly from the web chat window. It is always okay to start small and add additional channels later, but this will be difficult if you don’t set up your second most important channel in an omnichannel environment.

 

TIP 2: Give Employees the Ability to See Each Step in the Service Journey - Across All Channels

Part of the benefit of having an omnichannel contact center is allowing agents to have access to all customer data from all channels. For example, if a customer is calling in, the agent could see that the customer had emailed a few days ago and had sent a web chat earlier that morning, before calling into the center. Better omnichannel technology with more access to customer insights means a more empowered and engaged team of agents. According to Gallup, highly engaged teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. For more information on how omnichannel technology increases agent empowerment read our e-book.

 

TIP #3: Employees and Customers Use Their Preferred Channel

Customers want to speak with companies the same way they speak with their friends and family. Digital channels are becoming more widely used among all generations and has caused consumers to demand more from companies. As you think about which channels to add to your omnichannel contact center, consider your target market and what channels are most important to them. Also consider how different types of inquiries are better for certain channels depending on complexity, emotional input, and urgency.

 

TIP #4: Give Agents Help with AI

Artificial Intelligence (AI) is no longer available to large enterprises only. SMBs can partner with cloud contact center vendors with AI capabilities in a cost-effective way that helps agents perform even better! Small and midsize companies can start with bots to collect basic information and escalate interactions to live agents when needed. Bots and agents can work seamlessly as one channel, letting bots handle easier interactions and ask introductory questions in order to route interactions and continue to learn. AI for midsize companies can also be used to assist agents by providing suggestions to chats, SMS, or emails via Natural Language Processing (NLP) built into the platform.

 

What to Look for When Selecting a Cloud Contact Center Provider

  • An all-in-one solution: Voice, traditional, and emerging channels in a single desktop
  • Easy to deploy: In days or weeks without costly professional services
  • Nimble and free to make changes: No professional service charges and no IT allows business users to make changes easily
  • "Born from the cloud": Microservices 3.0, not ported from old on-premises solutions
  • Simple connection to existing systems: CRM and WFM

#contactcenterworld, @brightpatternus

 


About Bright Pattern Inc:
Company LogoBright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
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Today's Tip of the Day - Every Contact Counts

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

Published: Monday, November 26, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
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.

2.) 
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.

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.) 
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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