Contact center managers and operating officers face the simultaneous challenge of delivering superior customer service while dealing with legacy systems and bolted-on solutions. These aging and pieced-together solutions are not only inefficient but add complexity to providing excellent customer service, causing frustration and challenges for both customers and employees alike. Learn how implementing a unified contact center solution can solve these issues and boost efficiency.
As your business grows, you need a WFO solution that scales with the needs of the business. Yet, many companies may worry that a fully-integrated, customized, and easy-to-navigate WFO solution that scales to the growth and budget of your company is out of their reach. Unified contact center solutions can help businesses increase productivity while delivering proactive and personalized customer experiences, ultimately improving customer relations. At Authority Software, we provide the expertise to ensure your call center systems integrate seamlessly with your business, supporting the customer success journey.
Why do you need unified contact center solutions?
Unified contact center solutions provide agents with everything they need in a single, integrated desktop when tools and services are combined under one system. These unified solutions help businesses increase productivity, reduce costs, and improve customer satisfaction.
Outdated and Complex Systems Waste Time and Resources
A WFO solution shouldn’t cause frustration and challenges for customer success teams, but when teams have to maneuver through various cobbled together solutions, that’s precisely what happens. The bottom line is that siloed solutions may be negatively impacting your business, wasting time, reducing productivity, and hindering your ability to perform tasks at a satisfactory level. The most common challenges associated with navigating outdated solutions include a lack of flexibility, complexity, reduced productivity, and low customer satisfaction.
Lack of Flexibility: Contact centers need a flexible solution that can increase efficiency; yet, due to outdated and complex solutions, many contact centers cannot easily add new functionality or scale their environment to meet growing business needs.
Complexity: Primarily the result of technology barriers, trying to consolidate data and information from disparate systems is difficult, time-consuming, and may result in information that is incomplete or unreliable.
Reduced Productivity: When outdated systems cause agents to have incomplete or compromised customer data, customers get frustrated, and contact center agents’ productivity is severely limited. Agent productivity is hindered further if they navigate between numerous systems to serve customers. Over time, these seconds and minutes add up to significant reductions in a contact center’s productivity and negatively impact a company’s bottom line.
Low Customer Satisfaction: Customers want personalized experiences. They expect companies to remember their preferences and deliver seamless customer interactions. Unfortunately, siloed systems frequently force customers to repeat information and lead to a slow and frustrating experience, resulting in decreased customer satisfaction.
Unified Contact Center Solutions Deliver an Enhanced Experience
Contact centers need modern workforce optimization (WFO) solutions to increase efficiency, productivity, and overall satisfaction. Unified contact center solutions are easy to use, reduce complexity, and are fully scalable to meet your organization’s needs. These solutions deliver valuable intelligence for accurate forecasting and scheduling, balancing the needs of both customers and contact center employees while also saving time, money, and resources.
Unified contact center solutions from Authority Software can:
- Bring together disparate data streams
- Ensure immediate access to all customer information
- Incorporate legacy systems and existing data
- Aggregate all pertinent customer information
- Access all history during each transaction
- Incorporate single dashboard historical reporting
Implementing a unified solution in your contact center can produce measurable benefits for your business, providing contact center teams and their leaders with vital data and actionable insights that drive business decisions. When agents have easy access to everything they need to do their job, they can shift their attention from navigating systems to more fully focusing on customers and providing them with an enhanced customer experience.
With extensive experience within complex voice and data technology environments, Authority Software provides the expertise to ensure your unified contact center solutions integrate seamlessly with your business. This includes integration to:
- ERP systems
- Call center voice technologies
- Customer support applications
- Ecommerce systems
- CRM applications
At Authority Software, we understand the challenges of contact centers, and we have worked to provide a fully-integrated, unified solution. A suitable contact center solution from Authority Software is agile and flexible to meet your customers’ needs throughout their journey; it is easy to deploy and backed by a team of WFO professionals.
Delivering superior customer service depends on unified contact center solutions.
Exceed customer expectations with a fully integrated, customized, and easy-to-navigate WFO solution that can help drive business efficiency and speed of service. Authority Software can help businesses increase productivity profitability and lead them to success.
Learn what’s possible with AI-enabled workforce management.
- Unified contact center solutions are easy to use, reduce complexity, and are fully scalable to meet your organization’s needs.
- Implementing a unified solution in your contact center can produce measurable benefits for your business.
- Unified contact center solutions can help businesses increase productivity and improve customer relations.
- Authority Software provides a fully integrated, unified solution that is agile, flexible, easy to deploy, and backed by a team of WFO professionals.