If you’ve been searching for ways to improve your Customer Experience (CX), you might have come across the term ‘UCaaS’. This is an acronym for ‘Unified Communications as a Service’, and it might just be the solution to your CX woes.
In this article, we will look at how UCaaS offers contact centers a ‘one-stop-shop’ solution, enabling them to handle all channels of communication through a single interface, regardless of how customers make contact.
UCaaS also enhances the information flow between front and back office operations, making communications easier, more efficient, and more productive for everyone. So, let’s examine UCaaS in detail.
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What is UCaaS?
Imagine your contact center has a single dashboard that all your agents can see. This enables them to communicate with customers via their preferred channels, any time, any place. To do this, all channels must be brought into a single interface. Unified Communications are joined up completely and therefore become faster, more straightforward, and easier for everyone. Agents no longer need to switch between disparate systems and apps. This also reduces the potential for error.
Cloud-based technology makes communicating over diverse channels (omni-channel – think calls, emails, texts, social media, web chat, audio/web conferencing, screen sharing etc.) not only possible, but effortless. A UCaaS solution is hosted as a service in an external data center, avoiding the challenges associated with legacy, on-premise systems.
Unified Communications brings dramatic new efficiencies to your organization. But how, exactly, is this done?
The Benefits of UCaaS
Intelligent, omni-channel routing ensures that contacts are routed to the best available agent, according to rules you set. These routing decisions can be based on availability, skill-set, personality, and more.
The agent has all the essential information to provide personalized service to a customer. In the case of Content Guru’s storm, customer information is drawn directly from your systems of record, to be presented to agents via screen-pop, boosting First Contact Resolution.
Agents can forward a customer to another team member from within the dashboard, ensuring that the customer does not have to re-enter the queue, and is instead seamlessly transferred.
All of this adds up to happy customers and happy colleagues. Providing best-in-class tools for staff improves boosts satisfaction for both parties. Employees make fewer errors and are less stressed than they do if they might with outdated legacy technology. This means that they are more likely to remain motivated and this, in turn, helps to reduce churn in your organization.
And that isn’t all. UCaaS also enables hybrid working, from any location.
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How UCaaS Accommodates Efficient Hybrid Working
Designing a hybrid contact center is simple.
Colleagues can communicate and collaborate through the channel of their choice whilst working from home, or another secure, connected location.
An intuitive web-based interface can be accessed from any device.
By unifying your numbers, colleagues can make and receive calls from the same number, no matter where they are in the world.
In addition to making the lives of colleagues and customers easier, UCaaS is cost-effective and provides measurable Return on Investment (ROI).
How UCaaS Accommodates Efficient Hybrid Working
Designing a hybrid contact center is simple.
Colleagues can communicate and collaborate through the channel of their choice whilst working from home, or another secure, connected location.
An intuitive web-based interface can be accessed from any device.
By unifying your numbers, colleagues can make and receive calls from the same number, no matter where they are in the world.
In addition to making the lives of colleagues and customers easier, UCaaS is cost-effective and provides measurable Return on Investment (ROI).
Why is Unified Communications as a Service so cost-effective?
Being cloud-based, the service is resilient and scalable, so you can add or subtract agents at the push of a button. Your contact center can scale up or down easily – for example, to accommodate seasonal variations in contact traffic volumes.
If your contact center is struggling with outdated equipment, UCaaS can overlay your existing infrastructure. Solutions can integrate with other apps, such as Power BI, Microsoft Teams, third-party AI solutions, and much more.
UCaaS removes the costs of supporting and maintaining outdated equipment. With minimal capital expenditure, overheads are reduced. Payment is made on a subscription basis or according to usage.
Content Guru operates a private cloud, meaning that customers aren’t dependent on third parties for their customer contact. With a single point of contact, getting support is quick and easy.
UCaaS is Easy to Manage
UCaaS is fully customizable, so you can manage contact center information your way.
UCaaS provides intuitive configuration controls. With low-code and no-code interfaces, no matter your level of technical expertise, you can take direct control of your Customer Experience estate. Changes can be made quickly, and pushed to live instantly, without having to wait on your provider.
Centralized recording and reporting give you a 360-degree, real-time view of your communications estate. Integrated contact recording assists with employee training and meeting compliance requirements. You can record all calls or instigate call recording on demand. Managers and supervisors can report – and take action on - performance across all channels. You can tailor reports for different audiences.
As a cloud-based solution, storm can be updated and customized at a click, giving you access to the newest tech as it becomes available. With no down-time between updates, you can deliver a future-proof Customer Experience without risk of letting calls go unanswered. In a fast moving landscape, having the flexibility to adopt new technologies is essential.
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UCaaS Provides Unmatched Reliability
Your CX is only as good as your provider. storm UC is highly reliable and secure, with unmatched 99.999%+ availability, giving customers confidence in their communications. Disaster Recovery routing is built in and can be activated instantly via the interface, or by SMS.
UCaaS provides a cost-effective and flexible solution that adapts to the changing needs of organizations. Being cloud-based, it removes many of the upfront costs of procuring and implementing a new system. You won’t need to install, configure, or maintain internal hardware. The service is scalable and easy to adjust, catering for variations in contact traffic volumes.
Employees access the contact center through a single, joined-up dashboard, which enables easy, omni-channel communication with customers, wherever they are. This makes communications easier and reduces the risk of error.
The solution is simple to manage. Generating tailored reports on performance across all channels can be done at the click of a button. Integrated contact recording assists with employee training and meeting compliance requirements.
Content Guru operates a private cloud, meaning that customers aren’t dependent on third-parties for their customer contact. With a single point of contact, getting support is quick and easy.
Finally, being in the cloud allows you to add modules and update your system with the latest tech as soon as it becomes available. This will give you confidence that your business can transform to accommodate future needs and challenges.
Discover UCaaS Yourself
To find out more about UCaaS for your contact center, book a consultation, and a member of our sales team will be in touch within 24 hours.
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