Magazine article CRM Magazine

Delivering Contact Center Intelligence from the Cloud: Top Ten Characteristics Required for Success

Magazine article CRM Magazine

Delivering Contact Center Intelligence from the Cloud: Top Ten Characteristics Required for Success

Article excerpt

Is the cloud a place that you want to be in the next 12 months? If it is, then now it is time to compare vendors, weigh your options and make a selection. Consider the resources and functionality you will require from the various cloud contact center solution vendors during the evaluation process--from design expertise, deployment planning to features and platform technology and ongoing support.

Before you go further, consider what you need to know to differentiate the various vendor options on the market. Following are the top ten characteristics of an ideal cloud contact center solution that will help you meet your customer care goals:

1. Legacy systems are easily replaced Many contact centers today have evolved over time with disparate customer care solutions, some approaching end of life. Cloud vendors will work with customers on deployment plans designed to ease transition such as operating the legacy and new systems in parallel as calls migrate to the hosted resources.

2. Advances in technology translate into a competitive advantage--The advantage of moving to the cloud means that the cloud solution vendor is responsible for new features. Look for a vendor that has the resources and knowledge to deploy the latest technology.

3. Agents can be located virtually anywhere--The flexibility to centrally manage agents located literally anywhere there is IP or telephony service without capital investment enables:

* Agent deployment based on talent availability, labor cost advantages or geographic coverage.

* Call routing and queue management without brick & mortar boundaries.

* Consolidated management for supervisors.

4. Exceptional cross channel experiences are delivered--It isn't enough to support multiple channels such as IVR, agent, chat, social and more. Data sharing between channels with knowledge of the customer history and preferences provides robust multichannel experiences.

5. Personalized customer care is efficient & effective--Leveraging hosted contact center technology and its data collection to provide personalized customer interactions will build customer loyalty and encourage repeat business. For example, a caller's telephone ANI (Automatic Number Identification) is used to identify caller preferences such as a customer that only speaks Spanish upon a repeat call.

6. Proactively engaging customers at their key moments of truth Increasing customer loyalty and reducing costly inbound calls are just a few reasons to proactively engage customers with outbound calling campaigns. …

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