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Over three quarters of customers expect to solve complex problems in a single interaction with one agent. But let’s be honest, you can’t do that with your legacy call or contact centre, can you?
The only way to deliver – and exceed – the experiences your customers expect is to move your contact centre to the Cloud. A cloud-based customer experience (CX) platform will give you access to all the tools you need to streamline and elevate your offering.
Popular for a reason
Legacy systems are difficult to update, clunky to operate and unable to provide the experiences customers have come to expect. So, it’s not surprising that digital transformation in the Cloud is increasing across the board. In fact, the global Contact Center as a Service (CCaaS) market is expected to grow to $16 billion by 2032.
Moving to a cloud-based CX platform just makes sense. These platforms support customer and agent needs for speed, channel choice, personalisation and system cohesiveness.
They also enable integrations that make it easy to deliver seamless experiences. For example, you can connect your contact centre, CRM and unified communications (UC) tools together, meaning your agents can access all the data from each platform on one screen. With this connectivity, your agents can see the full customer journey and make informed decisions about how to resolve challenges and queries.
These integration capabilities extend to AI and machine learning tools which are the key to helping you deliver the personalised experiences modern customers expect.
Customer-centric experiences
In fact, 69% of customers are more likely to purchase from a brand that personalises experiences.
Personalisation allows you to deliver the right content, at the right time, to the right person. Of course, these experiences are only successful if they reach your customers where they engage with you. With over 60% of web traffic originating from mobile devices, a platform that’s capable of delivering omnichannel, multi-device digital journeys is vital.
Moving to the Cloud provides the means to meet these expectations. Cloud-based CX platforms enable you to create a coherent, uninterrupted dialogue, even as customers move between different channels.
And with AI and machine learning tools, you can analyse customer data and deliver experiences specifically tailored to each individual. You’ll soon find that can seamlessly integrate personalisation into every interaction, across every platform.
Exceptional service = loyal customers
It might seem obvious, but customer experience is crucial for maintaining customer loyalty. Negative experiences can quickly have an impact – over half of customers consider leaving after several bad experiences and 17% after just one. Luckily, cloud-based CX platforms have integrated customer analytics tools to help you measure how customers feel about your brand based on all interactions across different touchpoints.
Delighting customers might seem challenging, but it's a worthwhile investment for your business. When customers talk about their experiences on social media and in online reviews, it has a big impact on a brand's reputation and finances. Indeed, 93% of customers claim that online reviews affect their buying choices.
The effort you put into providing exceptional customer experiences will help you stand out from your competitors, improve your customer loyalty and strengthen your business outlook.
Elevate your contact centre
You can transform your contact centre into a customer engagement centre of excellence by moving it to the Cloud.
In contrast, if you stick with your legacy system, you’re likely to find that your customers leave to go to competitors who can provide the service they expect. The fact is cloud-based contact centre systems are becoming more and more standard. If you don’t upgrade, you risk getting left behind.
Five9 is revolutionising the way businesses engage with their customers. By meeting customers on their preferred communication channels, streamlining operations and harnessing the collaborative power of AI, automation and Cloud technology, we empower your business to embrace agility and scalability.