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Image of male consumer using phone | 5 Benefits of Building onto Your Existing CCaaS Technology | Authority Software

5 Benefits of Building Onto Your Existing CCaaS Technology

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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!

How CCaaS Providers Support the Goals of the Contact Center

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Your customers’ satisfaction, or lack thereof, can make or break your business. When your customers are not happy because of poor customer service, it can cause them to cease working with you and never come back. This is when CCaaS providers may help boost your contact center service and efficiency.

Customer service is the glue that holds everything together between you and your clients — from solving problems to promptly responding to what may seem like simple questions. Positive communication experiences, from a web chat to a phone call, help to promote your company’s success in a big way.

If your customer service feedback is less than pleasing, CCaaS providers may be worth considering to turn your business ratings around.

What do CCaaS providers do?
CCaaS stands for Contact Center as a Service and is a cloud-based customer solution in cloud-based contact centers for businesses that provide the essential inbound-customer service interactions with the appropriate agents. Rather than having a physical call center, CCaaS provides an alternative solution to customer service. Any business can quickly launch a cloud-based contact center using multiple interaction modes, like a phone call, live chat, email, support tickets, text messages, etc. Thus, CCaaS consolidates all the tools a business needs to interact with its customers seamlessly.

How CCaaS Differs from Contact Centers

While contact centers are an upgrade from call centers (where customers mainly access only phone support), they still fall short of the full range of services that can be done with the help of CCaaS.

Today’s consumers are impatient. They don’t have a lot of time, and they don’t have the time to rely on tools that cost them too much. Most consumers have determined that the most aggravating thing about customer service is being placed on hold, sent to different agents, and explaining the same situation to multiple people. Consumers want immediate response times, and they want an answer to their questions right away.

Most contact centers provide customer support by phone, email, text message, and social media. Most consumers have at least 13 channels they would like to be able to interact with businesses.

5 Ways CCaaS Providers Help Contact Centers

1. Efficient Management

CCaaS allows businesses to more efficiently manage their customer service needs through remote teams using the tools they need to do their jobs successfully. This helps to respond to calls quickly and provide speedy solutions.

2. Use Customer-Preferred Channel

Studies have shown that customers have at least 13 channels of communication they prefer to use to interact with a business. With CCaaS tools, you can quickly and easily give customers access to their preferred channels. Whether that’s SMS, social media, in-app, chat, or phone, CCaaS allows you to meet your customer’s communication preferences.

3. Monitor/Analyze Call History

CCaaS solutions have the capabilities to provide appropriate monitoring and reporting for your call center. With real-time and historical dashboard monitoring, you can analyze call history and other features of your communications history. Discover call patterns and look for the root causes of common problems to quickly decipher how to fix them.

4. Scale at Any Time

CCaaS allows a business to scale up when they need it. Your business may require a small number of agents today, but in a year, it may need three times that number. With cloud-based solutions, you can easily adjust capacity and functionality whenever you need to. It allows your company to grow through improved customer service and helps your communications grow with your company.

5. Improve Customer Satisfaction

When customers have quicker touchpoints and are being met where they want to communicate, based on their preferences, that makes them happy. When agents actively engage with customers at a quicker rate, they can help them more efficiently. Thanks to real-time analysis, agents can easily adjust their approaches to ensure positive interactions with the customer. This makes for an improved customer experience, which equals successful business growth.

Key Takeaways

  • The level of satisfaction of your customers has a great deal to do with your company’s success.
  • Consumers have at least 13 channels they would like to interact with businesses.
  • Most businesses fail to have touchpoints that align with what the customer prefers.
  • CCaaS provides an alternative solution to customer service that allows customers to have a touchpoint from various modes.
  • CCaaS offers businesses features that will help them to manage their calls better, be more efficient, and analyze root causes to solve problems.
  • CCaaS allows businesses to grow their customer service support when needed.

Curious to Learn More?

CCaaS providers are quickly becoming a go-to choice for businesses looking to improve their customer service. By using a CCaaS provider, businesses can manage their customer service more efficiently and provide better support. This enhances customer satisfaction and allows businesses to focus on other growth areas. Read our blog to learn more about the benefits of using a CCaaS provider.

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