Cloud unified communications capabilities coming to the call center

    Historically, the call center has been focused on person-to-person collaboration in which the focus was developing a system that allows a customer service representative to efficiently handle calls from customers. Cloud computing is changing all of this, taking the shift away from person-to-person communication and creating a more tangible link between collaboration and business processes, UC Strategies reported.

    While this business-centric approach may seem somewhat cold-hearted at first, the overall emphasis of this type of system is to reach consumers more effectively and develop a system that allows them to get the help they need in the easiest way possible. The news source explained cloud systems are enabling more automation, notification-focused collaboration tools that provide users with streamlined interface capabilities and allowing contact center workers to connect with incoming callers more intelligently.

    All of this growth comes from deploying cloud-based mobile applications and telephony services that allow contact center employees to use the full capabilities of unified communications to improve the customer experience. This is accomplished by moving the focus away from incoming calls and to alignment with businesses processes, according to the report.

    Essentially, creating a unified communications setup that gives end users control over the interface, applications and contact initiation capabilities will position call center representatives to become more informed about calls they are handling and provide more intelligent responses to consumers. Switching the operational focus to the business processes that support call center workers allows those employees to improve their focus on customers through more effective unified communications applications, according to the report.

    These capabilities then have a snowball affect on operational efficiency. The news source explained that improving how effectively workers communicate within the architectures set forth by business processes inherently makes those systems more effective. This drives further productivity through end users and dramatically improves operational capabilities throughout an organization.

    Achieving these gains all stems from employing a robust unified communications system that can handle collaboration applications, call capabilities and advanced data-centric systems. According to a recent Aberdeen Group report, businesses will be able to implement this type of system most effectively if they integrate multiple best-of-breed solutions, combining cloud telephony with mobile capabilities to enable sophisticated capabilities. This type of system makes employees more responsive to communications needs by giving them constant access to the telephony tools they require.

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