What is UCaaS for Contact Centers?
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.
What is UCaaS?
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 Employees make fewer errors and are less stressed than they do if they might with outdated legacy technology.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.
How UCaaS Accommodates Efficient Hybrid Working
- 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.
UCaaS Provides Unmatched Reliability
