If you’ve heard of the term “contact center”, you may have also heard of the “omnichannel cloud contact center”. But what is the omnichannel cloud contact center, and what value can it deliver for your organization?
To understand omnichannel contact centers, you need to also understand what a multi-channel contact center is. We then look into why your omnichannel contact center needs to be cloud-based.
This has serious ramifications for your Customer Experience (CX). Customers are forced to repeat information, driving up call times, increasing cost to serve, and creating frustration.
This integration ensures that an omnichannel contact center solution supports synchronous and asynchronous modes of communication seamlessly. The implications of this can transform your customer contact. But what is synchronous and asynchronous communication?
Synchronous: A communication that has a defined beginning and end, e.g., a phone call, and depends on real-time back-and-forth responses between the participants
Asynchronous: A communication that does not require an immediate response, e.g., an email, where a response can be delayed indefinitely and can be picked up where the parties left off, since the communication’s history is persistent
An omnichannel contact center can be both on-prem and cloud. The omnichannel cloud contact center has several advantages over its on-prem equivalent, however:
The omnichannel cloud contact center is constantly updated with cutting-edge CX technologies. First among these is Intelligent Automation. AI-powered Machine Agents® automate simple and repetitive tasks to take the pressure off your human agents.
Data from any third-party system of record can be brought into the omnichannel cloud contact center to drive personalized customer interactions. Customer data is presented to the agent alongside each contact, leading to efficient, memorable interactions.
An omnichannel cloud contact center requires no expensive on-prem infrastructure. It can be accessed through a browser, via any internet-enabled device. New users can be added at the click of a button.
The omnichannel cloud contact center runs on data. By bringing all channels of communication into a single, cloud-based platform, you can gain full visibility over your communications estate. The omnichannel cloud contact center allows you to create comprehensive, flexible reports, and get the most from your customer data.
Scalability refers to your ability to answer any number of simultaneous contacts. In the omnichannel cloud contact center, new users can be added at the click of a button. Capacity can be expanded instantly to meet any level of demand, and to keep your customers satisfied at the most crucial moments.
