The foundations of a great customer experience
Architecture. Automation. The cloud.
Investing in a customer experience platform is a big deal. So you don’t want it to fast become a bad one. Much like buying a property, checking the foundations is a good place to start.
Whether you’re looking for an entirely new system or wanting to upgrade your current one, it’s important to consider the following.
- How does it use the cloud?
- (Not all contact center as a service (CCaaS) platforms are created equal.)
- Are you protected against business downtime?
- (How is it built? The architecture, if you like.)
- How does it save your staff time, and you money, while making your business more efficient?
- (Automation.)
Architecture. Automation. The cloud.
Whether you’re looking for an entirely new system or wanting to upgrade your current one, it’s important to consider the following.
- How does it use the cloud?
- (Not all contact center as a service (CCaaS) platforms are created equal.)
- Are you protected against business downtime?
- (How is it built? The architecture, if you like.)
- How does it save your staff time, and you money, while making your business more efficient?
- (Automation.)
Contact center cloud platforms
The silver lining
It IS possible to migrate your contact center tech to the cloud without blowing the budget, needing major technical expertise, or risking downtime to your current operations.
In this quick article, we’ll talk you through the basics, so you’ll know exactly where to start when considering a new contact center as a service (CCaaS) provider.
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The challenges
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The benefits – for your businesses, customers and agents
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What to look for
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What to avoid
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Security considerations
Contact center cloud platforms
The silver lining
It IS possible to migrate your contact center tech to the cloud without blowing the budget, needing major technical expertise, or risking downtime to your current operations. In this quick article, we’ll talk you through the basics, so you’ll know exactly where to start when considering a new contact center as a service (CCaaS) provider.
-
The challenges
-
The benefits – for your businesses, customers and agents
-
What to look for
-
What to avoid
-
Security considerations
+26 %
Studies show that moving to the right cloud contact center platform can increase customer satisfaction scores from as low as 59% to 85%.
+26 %
Studies show that moving to the right cloud contact center platform can increase customer satisfaction scores from as low as 59% to 85%
Architecting customer service success
If you build it (right), they will come
A robust architecture is key. Wait, wait. Don’t leave. It’s more interesting than it sounds!
What if we told you that paying attention to how your CCaaS technology is built could significantly impact customer churn, system uptime, staff efficiency, and your bottom line?
Here, we’ll explore what ‘good’ architecture is, and why it’s so important for your business.
Architecting customer service success
If you build it (right), they will come
A robust architecture is key. Wait, wait. Don’t leave. It’s more interesting than it sounds! What if we told you that paying attention to how your CCaaS technology is built could significantly impact customer churn, system uptime, staff efficiency, and your bottom line? Here, we’ll explore what ‘good’ architecture is, and why it’s so important for your business.
-65 %
Research shows that businesses can achieve cost reductions of 65% by automating processes.
-65 %
Research shows that businesses can achieve cost reductions of 65% by automating processes.
How to optimise every single task and touchpoint
Make processes repeatable and efficient
What if you could take manual, everyday (often dreary and repetitive) customer service tasks and automate them?
For example, what if your tech could automatically send a follow-up email after a phone call, SMS, or chat?
What if you could make your disparate CS systems and technologies work together more efficiently (and easily)?
This quick read demystifies ‘process automation’, and ‘process orchestration’ so you can decide for yourself if automation is right for you.
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What exactly is it?
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What’s the cost? (To staff and the bottom line)What’s the catch?
What’s the catch?
What are the opportunities?
How to optimise every single task and touchpoint
Make processes repeatable and efficient
What if you could take manual, everyday (often dreary and repetitive) customer service tasks and automate them?
For example, what if your tech could automatically send a follow-up email after a phone call, SMS, or chat?
What if you could make your disparate CS systems and technologies work together more efficiently (and easily)?
This quick read demystifies ‘process automation’, and ‘process orchestration’ so you can decide for yourself if automation is right for you.
-
What exactly is it?
-
What’s the cost? (To staff and the bottom line)What’s the catch?
What’s the catch?
What are the opportunities?
Relevant blogs
05/10/2022
Exploring the advantages of robust architecture in modern CCaaS platforms
Designing a future-proof CCaaS platform starts with a robust architecture. But what does that mean, and how does it impact your business?
05/10/2022
Looking beyond the cloud
Exploring the cloud’s role in CCaaS technology, the benefits of choosing a modern cloud-based platform, and the recommended approach.
05/10/2022
Process automation demystified (and why you need it)
Learn all about process automation, the advantages of incorporating it into your business strategy, and how this can increase productivity.
05/10/2022
Exploring the advantages of robust architecture in modern CCaaS platforms
Designing a future-proof CCaaS platform starts with a robust architecture. But what does that mean, and how does it impact your business?
05/10/2022
Looking beyond the cloud
Exploring the cloud’s role in CCaaS technology, the benefits of choosing a modern cloud-based platform, and the recommended approach.
25/09/2021
Why Microservices Are A Game Change
It is the goal of customer service to strive to deliver the ideal customer experience.