Contact Center as a Service
Cloud-Based Contact Center Solutions That Prioritize the Customer Experience
Following the coronavirus pandemic outbreak, many businesses discovered the hard way that a location-agnostic, cloud-based approach to contact center operations is critical to achieving agility across an organization. When you partner with Telapprise, we help you identify, design, and implement the right contact center as a service (CCaaS) solution to help your business overcome the challenges of a conventional call center platform.
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When we discuss contact center as a service at Telapprise, we’re essentially talking about migrating legacy call center network operations—most often premise-based equipment with time-division multiplexing (TDM) voice networks—to a cloud-based architecture. By doing so, your business can gain three vital advantages with one solution:
With these three core drivers in mind, Telapprise starts with where your technology stands today to chart the optimal path for moving forward with a cloud-based CCaaS platform.
The right CCaaS solution integrates all of the tools and applications your contact center agents may need to pull up during a call under one seamless interface. That means agents don’t have to pull up separate applications to review account information, file account changes, or answer frequent questions.
By not having to click through multiple applications over the course of a call, your agents can reduce average call times and drive down wait times by minutes, leading to increased call efficiency and customer satisfaction across your contact center. Plus, more efficient call workflows mean your team can handle more calls in less time to reduce operating costs.
Along with allowing customers to reach out to your business via their preferred channel, a CCaaS platform also prioritizes customer engagement with data-driven insights. Your agents no longer have to wait for a supervisor to review call recordings before providing recommendations on handling dissatisfied customers. With artificial intelligence (AI) integration, your system can flag verbal patterns that may require supervisor intervention in real time and empower agents with customer specific offers remedies based on context.
Intelligent routing tools simultaneously direct calls to the agents with the experience to solve the problem the first time around and back to that agent on subsequent calls, so customers don’t end up bouncing between three or four agents before resolving their requests.
With a data-driven overview of contact center operations, you can track agent success metrics, including customer satisfaction, close rates, and call efficiency on one platform. With those numbers, your team can then test how effective specific strategies are for achieving your broader contact center goals. From there, you can pinpoint exemplary agents and use their proven techniques as a training guide to help other agents grow.
AI integration also allows your business to track how closely agents follow the script, when they don’t, and which patterns lead to an improvement in the customer experience.
To prioritize the customer journey, you need to ensure your business remains accessible and accountable to clients and customers. One of the core ways to achieve that goal is by staffing your contact center with the right blend of agents, each with a particular skill set, at any given time.
A UCaaS solution designed and implemented by Telapprise makes that easy with integrated workforce management and optimization tools. CCaaS allows you to track team skills and line up schedules, so you always have the right resources available when customers call.
You don’t have to limit the power of cloud communication technology to your call center. A Unified Communication as a Service (UCaaS) solution from Telapprise scales that same technology around your broader business model.
If you never want to experience the ongoing frustrations of managing technology vendors again, schedule a Baseline Assessment today to take the first step.