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How To Get Started With Unified Communications Integration For Call Centers

While call centers and unified communications systems may be related, they still work as two independent systems.

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In recent years, the need for integration has increased. As digital transformation becomes top of mind for businesses the need for an improved customer experience is more important than ever. Companies have been forced to pivot and shift to handle a remote workforce and are quickly adapting to handle the “new normal”.

For companies looking to provide a seamless customer service experience, getting started with a unified communications integration is crucial. With the knowledge tha agents will have direct access to subject matter experts within the organization, they can connect experts with customers in real time – improving first call resolution and lowering average handle times. As you look to get started with a unified communications integration solution, here are a couple things to keep in mind.

1) Start With The Cloud

If you are still on an on premises solution, getting to the cloud would be your first step. Cloud-based solutions offer benefits that far surpass the scope of on premises solutions such as the ability to quickly, easily, and reliably deploy and generally with more functionality. On premises solutions require large amounts of IT resources to maintain, develop, and upgrade any integration you may have with a unified communications system.

With a cloud-based solution, you no longer have to worry about that. Cloud is a vital choice as solution providers keep the software and hardware up to date eliminating the need to develop and maintain a customer integration through the IT department ultimately reducing overhead costs. According to Allstream, 67% of organizations have moved significant portions of their unified communications solutions to the cloud.

2) Decide On A Software Solution

With call center solutions needing a unified communications integration, many are working with UC leaders in Microsoft Teams, Zoom, and RingCentral. There isn’t necessarily a “best” software solution when it comes down to these. It is more so on what best fits your environment. That’s the great thing about many cloud-based contact centers today as they provide several choices for companies.

Can agents see presence status, have direct access to click-to-dial, transfer, or conference in the expert? Evaluate the key features and functionality of each of the solutions to ensure your call center can perform the actions they need to fully take advantage of a unified communications integration.

As you start your evaluation process, look for ways the call center works with those specific partners, such as considering how close of a relationship they have working together on the integration and how the parties view the relationship is a telling sign. While the call center and unified communications solutions are two separate companies, they must act as one to support your needs.

To learn more, visit Five9’s Unified Communication Integration Page!

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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.

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Customize Solutions

Connected Journeys

The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.

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Connect Systems

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.

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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.

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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.

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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.

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Agent-Expert Consultation

Real-Time Management

Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.

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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.
 

About The Author

Julian Tiongson specializes in product marketing with emphasis on product messaging, positioning, and go-to market initiatives. He is a well-rounded marketer starting his early career with a wide range of experience in social media marketing, email marketing, content marketing, and has since transitioned into product marketing in the later stages. This has brought a unique position to his product marketing style with a deeper understanding of the full customer life cycle.