The foundations of a great customer experience

 
How to ensure your contact center tech is reliable and continually adds value

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.)
We have all the answers to these questions. Scroll down for exclusive insights, articles and customer case studies.

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.)
We have all the answers to these questions. Scroll down for exclusive insights, articles and customer case studies.
Mask Group 79

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

Mask Group 85

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. 

  • Resiliency and redundancy. What are they?

  • Why should you care?

  • What to look for

  • What to avoid

  • How can it all increase customer satisfaction?

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Group 9377

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. 

  • Resiliency and redundancy. What are they?

  • Why should you care?

  • What to look for

  • What to avoid

  • How can it all increase customer satisfaction?

-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.

Mask Group 81

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?

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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.

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