How Cloud Contact Centres Are Improving The Customer Experience.

Customer experience can have a significant impact on your business success.

It’s worth assessing your current customer interactions. The rise of online reviews means that word of mouth marketing is more prevalent than ever, and customers will be quick to highlight a poor or ineffective CX.

To enhance user experience and ensure customers receive a great level of service, consider switching to a cloud contact centre. Designed to deliver unified communications, cloud-based contact systems are revolutionising the service industry. Take a look at some of the ways a cloud contact centre could enhance UX and customer experience now.

Real-Time Resolutions

Customers expect a real-time resolution to an issue or query, and they expect to get it on their first contact. The flexibility and scalability of a cloud contact centre allows you to integrate existing systems and platforms into your contact centre. This ensures agents can access the relevant information and provide the customer with tailored information and a personalised service.

Effective Routing

Being passed from one department to another will devalue customer experience straight away, so routing contacts effectively is an important part of delivering great customer service. Cloud contact centres use the latest artificial intelligence to predict the needs of a user and route their contact appropriately. In many instances, AI may even be able to resolve the query without the need for the customer to engage with an agent, thus minimising wait times and reducing your costs.

Contact Options

Traditionally, businesses relied on call centres to deal with incoming queries, but today’s customers expect a wider range of options. Cloud contact centres offer unified communications, which means that customers can engage with your brand in a variety of ways. From secure messaging, online chats, voice calls and even video calls, your company can provide numerous contact options via a cloud contact centre.

Meet Evolving Expectations

What customers expect and want from your brand now may not be the same in six months, a year or five years. As a result, you’ll need to adapt your customer experience journey in order to meet their evolving needs. A cloud contact centre ensures you can modify your customer service strategy to incorporate the latest technologies and meet new customer expectations. Instead of being stuck with outdated hardware or limited software, you’ll benefit from the latest advancements in contact and customer service.

Increased Reliability

On average, cloud contact centres experience less than 0.01% downtime, which means that your customers will always be able to reach you. Dedicated hosting options ensure that cloud contact centres operate with an extremely high level of reliability and this often exceeds what companies could offer in-house. Furthermore, agents can access a cloud contact centre from any location and switch to a different laptop, computer or tablet as needed, so hardware issues needn’t have any impact on their interaction with a customer.

With first-contact resolutions becoming the norm and increased reliability and efficiency, cloud contact centres are helping companies to improve customer experience and prepare for the future of customer service.

About Wavenet

www.wavenetuk.com

Wavenet is a leading business to business communications provider with the mission of being the most trusted supplier of voice, data and cloud solutions in the UK.

With over 8,000 customers across all industries, Wavenet offers SMEs and enterprises future-proof technology that drives positive change and delivers a competitive edge. Drawing on a 30-year pedigree of providing reliable, flexible and innovative services, the company offers an extensive portfolio including Networking & Connectivity, Unified Comms & Voice, Security & Compliance and Technology Services.

Wavenet has long-standing certified partnerships with Cisco (including BroadSoft), Mitel, Microsoft, Silver Peak and BT Wholesale.