Three Benefits Of Unified Communication As A Service
The world of Unified Communications As A Service has seen a massive uptick over the last couple years as companies continue shifting to become more agile to accommodate today’s work environments. With employees working from anywhere, the technology needs to be able to handle that agility as well. While telephony continues to be an important option in communication, officer workers must also have options to utilize chat, email, video conferencing, file sharing and other ways to collaborate.
Companies can utilize a UCaaS solution to benefit their contact center in these 3 ways:
- Real-Time Collaboration
- Remote Work Environment
- Cloud-Based Technology
1. Real-Time Collaboration
Customers are contacting your business and are expecting quick answers. Office workers do not necessarily have all of those answers from general knowledge articles and need assistance from others within the organization for more complex issues.
For a variety of scenarios, the ability for several office workers to collaborate in real-time would empower your organization by encouraging collaboration as a collective and allow customers to feel that they are getting the answers they need in an organized fashion.
2. Remote Work Environment
As companies switch to handle the “new normal”, collaboration is still one of the biggest question marks. How can employees continue to provide a level of excellence for their customers with the challenges of being a remote workforce? That’s where utilizing Unified Communications As A Service comes into play.
Users of Microsoft Teams averaged a total of 2.7 billion minutes each day in April of 2020, which was a 200 percent increase from the 900 million that it recorded just a month prior!
This will only continue to increase as the remote work environment doesn’t seem to be going anywhere anytime soon which would also decrease organizational costs such as monthly lease payments for an office space.
3. Cloud-Based Technology
Cloud adoption has significantly increased over the past year as companies continue to adopt a remote workforce. According to Allstream, 67% of organizations are moving significant portions of their UCaaS solution to the cloud, which has been long overdue. Benefits of being cloud-based far surpass the scope of on-premise solutions such as reducing IT costs and the ability to efficiently go-live with even more functionality including widely used integrations without the need for long hours of setup.
For more information about how the Five9 Intelligent Cloud Contact Center works with top UCaaS providers, chat with our sales team now!
Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
