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Cloud, Unified Communications Essential for Optimized Contact Centers

January 15, 2015 by

As the primary point of contact between the business and its existing customers, the contact center is one of the most important components of any organization. Naturally, then, company leaders should strive to optimize these centers of client communication. The only real question decision-makers face is how they should go about achieving this goal.

While every contact center is unique, there are two key resources that organizations should focus on to improve performance: cloud computing and unified communications. Individually, these are powerful assets for any contact center. Combined, they offer even greater capabilities and value.

Cloud Services

Put simply, the benefits offered by cloud-based contact center solutions are the same as all cloud services. For starters, organizations do not need to invest in costly hardware and other equipment in order to get their cloud tools up and running. And because companies pay for cloud services on a per-use basis, there is no risk of over- or under-investment - a common problem with on-premise contact center tools. Instead, organizations can pay only for the cloud-based contact center services they actually need.

Furthermore, cloud services are far more flexible than their legacy counterparts. Companies can quickly and easily add new users, even if those users are based outside the main office. This, combined with the cloud's superior flexibility, helps to maximize agent productivity.

Unified Communications

The advantages of UC are fairly straightforward. However, it's worth considering exactly why these systems are so powerful in the context of a contact center.

Perhaps the single most important factor here is choice. To an ever-increasing degree, customers expect companies to provide a range of choices by which they can seek assistance or lodge complaints. A firm that only offers a phone number and email address gives off the impression of indifference toward its customers. Conversely, a company that offers customer service via SMS, live chat, video conferencing, and more demonstrates a more emphatic commitment to high-quality support.

Additionally, customer service agents themselves greatly value UC options. After all, these personnel want to maximize their clients' satisfaction while minimizing their resolution times. The more high-quality channels available to choose from, the better they'll be able to meet these goals.

Unified Communications as a Service

Clearly, both cloud services and UC tools are invaluable for contact center optimization. That's what makes UCaaS such a powerful option for companies.

A UCaaS offering combines the benefits of both the cloud and UC into a single package, allowing companies to embrace a best-of-both-worlds approach to the contact center.

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