As more companies adapt to an increasingly digital-first environment, many are turning to cloud contact centers to improve the customer experience (CX) and create efficiencies. The contact center as a service (CCaaS) market is set to double in size by 2027,1 so switching to a cloud-based solution now can ensure your business stays competitive in the future.
Unfortunately, contact center platforms can be a significant business expense – especially if you don’t have experience navigating the market. In this blog, we’ll discuss the benefits of cloud contact centers and factors to consider when choosing a solution so you can find the best fit for your business.
What Are the Benefits of a Cloud Contact Center?
Along with greater flexibility, scalability, and cost savings, the right CCaaS solution can help your agents deliver superior customer experiences. Here’s how cloud-based solutions enable businesses to improve CX:
Unified Customer History
With on-premises contact center platforms, customer communications are often siloed across different departments and teams. With a cloud platform, every contact is captured in a unified system, providing continuity across channels and visibility into the full history of a customer's interactions.
Omnichannel Engagement
Around 57% of customers prefer to engage with businesses through digital channels.2 Cloud platforms make it easy to add chat, SMS, and social messaging alongside phone and emails so customers can use their preferred channel for convenience.
Reduced Hold Times
Long hold times used to be the standard in customer service. With smart omnichannel routing and options like automatic callback, your agents can answer calls faster – resulting in happier, more satisfied customers.
How Can a Technology Consultant Help You Find the Right CCaaS Solution?
Implementing a cloud contact center can transform your customer experience, but finding a solution that fits the size and needs of your business is difficult. Today's CCaaS market is saturated, and factors like prices, features, and quality vary greatly amongst providers. As you evaluate options, consider the following:
- Scalability - As your business grows, your contact center solution should be able to scale accordingly.
- Cost - CCaaS solutions offer varied pricing models, so selecting one that aligns with your budget and growth plans is key.
- Customization - Your platform should be able to adapt to your unique business needs and workflows.
An experienced technology consultant can help simplify your CCaaS selection process. Here’s how:
Provide Industry Expertise
Technology consultants have experience implementing and managing numerous CCaaS platforms, so they know the strengths and weaknesses of all the major solutions on the market.
Identify Must-Have Features
Technology consultants can recommend the right platform to deliver the features and capabilities most important to your specific contact center objectives.
Evaluate Your Technology Stack
A technology consultant can assess your current telephony, CRM, and other systems to determine the best contact center solutions to integrate into your technology stack.
Offer Procurement Support
The right consultant can leverage their relationships with CCaaS vendors to help you negotiate the best pricing and contract terms that fit your budgetary needs.
Find a Right-Fit Cloud Contact Center With C4 Communications
As companies adapt to digital-first customer engagement, cloud contact centers have become essential to delivering personalized, omnichannel experiences. But with countless solutions on the market, selecting the right platform for your business can be daunting. That’s where a trusted partner like C4 Communications comes in.
Since 2001, we’ve helped SMBs and small enterprise customers improve business communications with best-fit connectivity, cloud solutions, and technology lifecycle management. Our technology consultants take the time to understand your needs and provide unbiased recommendations from our portfolio of CCaaS providers.
Ready to find a cloud contact center that improves your customer experience? Book a consult with the C4 team today.
Sources:
- https://www.cxtoday.com/contact-centre/ccaas-market-to-double-in-five-years-report-says
- https://www.salesforce.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-fifth-ed.pdf