4 Features of a Contact Center

Author: Tom Pawlik
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The days of the traditional customer or technical service call center are waning. Technology and the marketplace have evolved as consumers look for more options in the way they interact with businesses. Omnichannel contact centers are becoming the new standard and an integral part of most businesses.

The quality of service you provide goes a long way in determining customer satisfaction and loyalty. And the tools your customer service teams use is key to their effectiveness. Major technology providers like Amazon and 8×8 have built impressive portfolios of communication and analytical solutions designed specifically for the Contact Center.

The modern Contact Center consists of four main features.

1. Telephone

Even though customers want to utilize multiple communication channels to interact with a business, they also want companies to retain the “human touch.” For this reason, telephones with live agents will remain a primary feature for many contact centers.

That being said, modern telephone systems have moved to cloud-calling or Voice over Internet Protocol (VoIP) technologies. A VoIP solution is more scalable and flexible than traditional phone systems and it allows your service agents to work remotely while still utilizing the same tools, like Interactive Voice Response (IVR) menus and voicemail.

Additionally, call-back technology offers many benefits for businesses. A call-back tool stores customer phone numbers in a queue so the customer can hang up and wait for a call back when a service agent becomes available. This helps your agents become more productive and also allows customers to go about their business without waiting on hold.

2. Messaging and Mobile Apps

Contact Centers employ omnichannel communication tools so customers can connect with a service agent by text or chat. AI-powered “chat-bots” can help customers perform routine tasks or answer simple questions. As AI technology progresses, these chat-bots will provide more sophisticated assistance to both customers and service agents.

Specialized mobile apps allow customers to search for information, make purchases, schedule appointments and solve a variety of problems without having to wait for a service agent.

3. Web Conference/Video Calls

Another feature of a Contact Center solution are web conferencing and video call technologies. These tools allow customers and agents to see each other, send files and share screens. This significantly enhances the quality and efficiency of service. It also improves first call resolution metrics and reduces the average handle times.

4. Customer Data Analytics

Artificial Intelligence (AI) technology is utilized to gather data on customer transactions to help identify trends and even predict future behavior. Customer Relationship Management (CRM) is a tool that collects and manages customer information with the goal of improving sales management, agent efficiency, productivity and ultimately, the customer experience (CX).

This data is also very helpful for better understanding customer needs, business trends and developing marketing strategies.

Contact Center as a Service (CCaaS)

Third-party companies like InterVision work closely with the technology providers to create a customized suite of contact center tools called Contact Center as a Service (CCaaS). There are many benefits for your business to utilizing a CCaaS solution.

InterVision has been developing IT solutions for more than 25 years. If you have been considering migrating your contact center to a cloud-based CCaaS solution, InterVision representatives will be happy to answer any questions you may have. Visit our website or call us today at 844-622-5710 for a free consultation.

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