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What Does a Complete Contact Center Solution Look Like?

One thing that many successful companies share is that they are customer-centric. They strive to ensure that customers can easily communicate with the business and want to make every experience positive. To scale such a system, these organizations depend on a contact center solution.

While there are many options for contact center platforms, not all provide a complete solution. Having the right features and functionality is critical to meeting customer needs. Keep reading to find out what makes one complete and the benefits it brings.

What Is a Complete Contact Center Solution?

A complete contact center solution is a software platform enabling users to manage multiple channels, agents, and processes to deliver engaging customer experiences. It’s a centralized application that’s cloud-hosted. Within the technology is a range of features that support facilitating this communication machine.

So, what features should a complete solution contain?

7 Features of a Complete Contact Center Solution

When comparing systems, you’ll want to put these features on your list.

Complete Solutions Live in the Cloud

First, your platform should reside in the cloud. Deploying here rather than on-premises is necessary to allow people to access it and work from wherever. That’s key because most workforces are hybrid or have many remote employees.

Cloud-hosted contact centers are easier to manage because the provider maintains and secures them. The cloud is also less expensive than on-premises installations.

Omnichannel Support

Customers want to engage with you in multiple channels. The purpose of their need to get in touch often guides the channel they select. There are also some generational elements, with digital natives gravitating toward those channels. Mostly, customers really want choice and convenience.

A study by Microsoft determined that in the U.S., most customers start engagement online (57 percent) versus the phone (35 percent). Overall, U.S. consumers said they regularly use phone, email, live chat, and self-service methods.

Thus, a complete solution will allow you to integrate all channels and create a universal queue. As a result, agents don’t have to manage multiple queues, and customers can engage how they want.

IVR and Smart Routing

Interactive voice response (IVR) is an automation telephony technology that interacts with callers and collects information on their needs. Customers can often engage with the IVR to find what they need (e.g., address, checking a balance). Other times, they’ll need agent intervention.

IVR enables smart routing so that callers move into the correct queue based on the information provided. Organizations can have many products and services, and you may have specialized agents for each. Smart routing ensures fewer transfers and faster resolutions.

Integrations for More Personalized Interactions

Another key component of your contact center solution is integration capabilities. Those can include many types of software, with the most vital being a CRM, which holds customer information. Agents can access this data as soon as they begin working on the ticket. With this immediately available, they can deliver a more personalized response, and customers don’t have to repeat past contact or issues.

Agent Management and Scheduling

Managers need additional features in a contact center solution that makes operations easier. A robust platform will help them manage agents and review their performance. There are several elements to this functionality, including:

  • Scheduling tools to manage calendars and monitor adherence to these with reporting
  • Quality assurance capabilities to monitor calls with recording options and view chat logs
  • Reporting and performance analysis that includes real-time dashboards along with detailed queue and agent statistics

When your managers have these assets, they have a 360-degree view of customer interactions. This visibility facilitates a more efficient department that uses data to drive decision-making.

Analytics and Reports

In addition to the features above, there are more analytics and reporting capabilities you’ll appreciate. Reports are customizable to your needs relating to agent and queue performance.

Analytics on first-call resolution, talk time intervals, and abandonment numbers offer deep insights for contact center leadership. For example, they can understand peak times and staff accordingly. Another is drilling down into agent performance to identify areas where that employee may need more coaching or training.

Another aspect of analytics is the conversation itself. Being able to analyze this can be valuable to many. It’s possible to do this in an automated way by applying artificial intelligence (AI). The contact center can spot recurring trends in calls. Product managers may glean information about how to improve a product. Marketing can use it for content ideas, and sales can understand emerging customer needs.

Outbound Notifications Complete the Solution

Contact center software doesn’t just serve inbound channels. You can also use it to send dynamic notifications to customers. You can send those via voice, SMS, or email. Some ways to employ this functionality include:

  • Appointment and scheduling reminders
  • Promotions, upselling, and marketing messaging
  • Reservation confirmations
  • Payment due notifications
  • Outages and updates from utilities or telecom

By deploying outbound notifications, your business can benefit from more on-time arrivals, boosted sales, and happier customers. Proactive communication can be pivotal in building long-term customer relationships.

Intermedia Contact Center: The Complete Solution

Upgrading your contact center platform provides so many advantages. When it’s complete, you’ll be able to scale and manage better than ever. You’ll find these features and more with Intermedia Contact Center. Explore its capabilities today.

About Rob Oscanyan

Rob is Director for Product Marketing for Contact Center as a Service here at Intermedia.