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Unified Communications Optimizes Both User, Employee Contact Center Experience

May 04, 2015 by

With new software and technology entering the market, calls for help are increasing. Troubleshooting guidelines may not always help, so being able to talk to a real person can provide clarification. Contact centers utilize unified communications solutions to provide customer service to those who have questions.

Optimizes User Experience

When people call a company for help with a product or service, they expect to be able to get answers quickly and clearly. However, through normal PBX telephony, that's not always possible. They may be put on hold to wait for an available representative or they might not be able to hear or understand the person trying to help. With unified communications, that is no longer a problem.

According to a survey by Jabra, 87 percent of people experienced problems calling customer service -- and 66 percent of those couldn't understand the customer service representative. IP telephony provides users with better audio quality to help create a positive relationship between clients and employees, CustomerThink explained. Not having to ask anyone to repeat anything leaves businesses with happy customers.

In the same study, 68 percent of people reported having to wait a long time before their call was answered. With UC solutions, that's not an issue. Contact centers now provide customers with a myriad ways to communicate with them. When clients visit businesses websites, they can get an email, phone number, or street address. Some websites and contact centers also have instant messaging features, which allow representatives to chat with customers in real time to answer their questions. This creates a more efficient business as employees can work with more than one client at once.

Increasing Employee Satisfaction

While customer experience is an important aspect of call centers, it's just as crucial for employees to be able to easily utilize technology. Unified communications aids workers in helping clients while increasing their own knowledge.

Contact center representatives are supposed to answer questions for clients. However, they may not always have the knowledge to do so. Through UC solutions, general employees can access expert representatives to help customers, TechTarget explained. Previously, workers had to know exactly who to contact for extra help, but now with presence technology, representatives can see which experts are online to help them.

Unified communications also aids in interoffice circumstances. The system allows more than one person from a company to be on a call at once, so training new workers has never been easier. Trainees can listen in on real-time calls and acquire an understanding of how a customer service call should go, according to CustomerThink. It also provides for instruction even if employees are remote since employees can connect to the call through the system.

Excellent customer service is important for any company. By implementing UC solutions in call centers, consumers have a plethora of ways to get the help they need in an appropriate amount of time.

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