Why You Should Consider a Cloud Contact Center

We’ve long understood that making customer service a priority is a critical step to establishing a company’s brand credibility. In an increasingly competitive market with more discerning customers, buyers are expecting more from brands when it comes to customer support, convenience, and problem resolution. A recent customer engagement survey shows that 96% of people report that customer service is an essential factor when determining if they are loyal to brands. (Source: Microsoft). But in an era where mobility, convenience, and digital technologies collide, what should businesses be doing to deliver enhanced customer interactions and to support omnichannel customer service strategies? In short, invest in your contact center.

But, making the necessary investments in your contact center is challenging. There are investments required for hardware, software, and integrations, and additional resources required for staffing and training. For companies looking to cut contact center costs and improve performance, many are turning to the cloud. Moving to the cloud can save organizations up-front hardware costs, shifting them to a service-based model. On top of that, while premise-based systems make adding agents a challenge, cloud contact center makes scaling, both up and down, simple and more affordable. If you’re considering boosting your contact center capabilities by moving to the cloud, there are several other considerations and use cases worth evaluating.

Upgrading your contact center system

Cloud-based contact center systems are attractive because they make many advanced capabilities available nearly ‘out-of-the-box.’ Capabilities might include live call monitoring or more diverse integration for supporting CRM systems, scrip generators, helpdesk tickets, etc. Instead of buying additional software pieces and hiring IT help to tie all data and business apps together, cloud contact center applications require minimal installation time and are similar to downloading an app on your phone or computer. Agents also have instant access to integrated dashboards that keep all necessary data and initiatives in one place, through a login and internet connection. And because systems are cloud-based, they are kept up-to-date and should include the latest integrations and features at all times.

Embracing an omnichannel approach

While multichannel means giving customers different communication options for interacting with a company, such as a phone, email, online, social, mobile, and chat, omnichannel is a strategy that takes the customer experience to the next level. An omnichannel approach has a plan behind each digital touchpoint to ensure customers receive a more holistic experience across channels because data and systems are connected. This strategy opens up new ways to communicate with customers making their experiences more convenient and more personal, improving a company’s rapport and trust with the consumer – a reality most companies are still pursuing. Cloud-based contact centers make it more affordable to adopt systems that make delivering more personalized customer experiences possible. For example, systems may enable video chats to enhance customer service and agent productivity. Capabilities such as automated self-service, AI-powered chatbots, virtual assistants, and social listening, layered with self-service apps, are also making companies more competitive at any size. These systems can increase brand loyalty and retention without requiring custom tools or integrations. 

Cloud-based systems also make it easier to gather the Voice of the Customer (VoC) and Voice of the Employee (VoE) intelligence. In addition to tying together, data from multiple systems, a cloud-based contact center that supports an omnichannel approach also provides greater context, which customer service teams need to tailor customer experiences. Tools that enable ‘sentiment analysis’ about customer interactions also offer a better understanding of the entire customer journey. 

Focusing on the future: Holistic customer experiences

Customer contact centers are a vital part of building a productive and effective customer service framework and for delivering genuinely omnichannel customer experience. The cloud offers a smart and cost-effective path for increasing contact center performance and productivity and for enabling a broader range of companies to take advantage of emerging customer experience technologies. When companies are open to moving their contact center to the cloud, they can deliver more immersive and connected experiences customers will love. 

"We absolutely LOVE working with CSG and feel we can trust her explicitly in all matters telecommunications. She is always there for us when we need any sort of guidance or support – whether it be vendor choices, carrier/circuit issues, communications and network infrastructure. That means a lot to Catalina Express – honesty, integrity, and respect are essential in any relationship, working or otherwise."
- Jill Montgomery, Catalina Express
"What I appreciate about Carrier Solutions is the holistic approach of understanding our entire phone needs, then matching the best carrier for those needs, and then helping us execute and integrate the system into our offices! Liane was extremely patient, over communicated every step of the way, and helped us with several issues that we could not have anticipated. All of this was done in the most professional manner. It is hard to find business partners that a small businesses can rely upon, and Carrier Solutions exceeded our expectations."
- Kelly Marks, Zeppos Rautiola
Over the years, Carrier Solutions has been our trusted resource for all our data/telecom needs. Their depth of expertise and excellent customer service has made us a client for life.
- Ken Hodges, Western National Group
"Very pleased with the relationship CO-OP has with Carrier Solutions and Linda Gattis. Linda and the Carrier Solutions team have gone above and beyond with every project we have had, in making sure our needs are addressed. Would recognize them as a top channel partner and a leader in the industry."
- Ron Norys, Director of Networking CO-OP Financial Services
"CSG helped us search, analyze and negotiate favorable telecom agreements and successfully implement a new Enterprise WAN infrastructure utilizing the SD-WAN technology. They are very competent and knowledgeable, always willing to work with the provider we’ve selected on our behalf to benefit us."
- Romy Coronel, SCE
"Carrier Solutions Group helped our organization to negotiate favorable telecom agreements and to implement a new WAN infrastructure utilizing MPLS technology. Their ongoing support of our voice and data service has helped us to streamline our communications and reduce our overall expense."