5 Benefits of Building Onto Your Existing CCaaS Technology

More and more these days, your customers expect to be able to contact your business any time over various channels. An efficient, intelligent customer service response is crucial for fostering repeat business. The CCaaS technology you’re using at your contact center can make or break your customers’ experience with your company and either turn them into brand loyalists or drive their business elsewhere.

Suppose your current CCaaS technology doesn’t operate with a unified desktop. In that case, it’s probably not offering your customers the most efficient experience or providing you with the insights into customer behavior that you need to improve their experience. The good news is you don’t have to overhaul your CCaaS to get better results. Upgrading or expanding your current technologies with Authority’s Designer tools can provide these 5 benefits to your business.

1. Free Up Time Wasted on Monotonous Tasks

Some parts of your agents’ jobs aren’t hands-on interaction with customers, like sending batches of performance report emails or backing up files. These tasks need to be done, but they also mean that each agent interacts with fewer customers daily. An easy solution is to automate these tasks. If your current CCaaS technology can’t schedule tasks, it’s time to consider an extension that will.

2. Provide Consistency and Minimize Human Error

You don’t just want your customer service to be efficient; you want it to be consistent. Every customer who contacts you via your contact center should receive the same standard of care and treatment. An easy way to do this is with the use of scripts. However, a set script won’t be able to support each customer’s needs and questions. You could create different scripts for your agents to use in other circumstances or upgrade your current CCaaS technology to provide branched logic scripts in real-time during calls. As your agent talks to a customer, this program intuitively generates a set of predetermined responses to guide the conversation forward. These interactive scripts follow the natural flow of the conversation but still provide structure for your agents, minimizing human error and increasing customer satisfaction.

3. Store More Data With CCaaS Technology

Storing information for future interactions helps you provide a better experience to your customers each time they contact you. Unfortunately, your current system might have limits on the number of tables or fields it can hold at one time, or data might expire after a certain period. Either you’ll lose crucial customer data, or you’ll have to regularly export and organize data to a third-party server. Upgrading your CCaaS to unlimited storage ensures that you always have the information you need easily accessible.

4. Do More with Your CRM

Your contact center is at the heart of your company’s Customer Relationship Management (CRM) system. That’s why it makes sense to integrate your CCaaS technology seamlessly with your CRM program. By unifying both functions into one desktop, your agents can more easily access all the relevant data for a transaction across applications with one set of credentials. Expanding and improving options to configure contact management in your CCaaS allows you to add additional functionality to your existing CRM system without losing any data.

5. Perform Comprehensive Reporting

Close and careful data analysis is key to improving agent performance and providing customers with a better experience. Configuring your own reports allows you to track the metrics that matter most to your business. Whether you want to analyze data collected within your CCaaS technology or import data manually or through a third-party application, you need a system that can seamlessly access your data, generate reports, and export them. Upgrading your reporting capabilities lets you take a more in-depth look at your key performance indicators and optimize your workflow.

How do I expand on my existing CCaaS technology?

Designer by Authority Software leverages native integrations with your existing CCaaS technology to rapidly develop new applications and grant agents on-demand access to relevant data from multiple sources.

If your current CCaaS technology lacks essential functions, adding the features you want is easy without switching over to an entirely new system by using Authority Software’s Designer. Designer builds on your existing CCaaS technology to provide a unified desktop, delivering customer experience intelligence from all available sources, all in one place. Start optimizing your workflow with Designer today.

Key Takeaways

• Customers want on-demand, high-quality support from your business.
• Manual tasks limit the number of customers your agents can assist. Automating them through Designer is a great way to enable your call center to increase call efficiency. 
• Branching logic scripts help ensure consistent quality in customer interactions.
• Your CRM system and your CCaaS technology are inherently related and should be integrated.
• Thorough and efficient reporting helps you operate at peak efficiency. Find out how Designer can help you today!