The consultants Capgemini be stated: At present, the efficiency of IT is "high on the list of requirements of CIOs". Next is emphasized: "They should also take care greatly about improving business processes. At the same time the pressure of the departments, to provide faster and more flexibility to respond increases, "said the expert. In other words, the jack of all trades is required.
Naturally, therefore, that currently employs many boardrooms with the cloud. A current example is the transfer of jobs to the virtual world. 61 % of PAC interviewed by analysts these days in many companies to show "cloud-savvy". That means they use to plan or discuss cloud solutions for applications in the Workplace environment. So e-mail, document sharing and conferencing applications are already available from more than one in five businesses cloud-based.
And the plans of the company for the development and expansion of cloud solutions in the relevant fields of application indicate a progressive dissemination. So in most job applications is expected to grow the cloud customer base by 20 to 30 % over the next two to three years. This trend also the contact center industry in particular is not excluded. A customer service solution from the cloud increases massively the efficiency, reduces the cost and parallel - provided it is placed in the required quality - optimizes the customer experience. Here are some examples.
Efficiency through technical excellence
A technically outstanding quality is ensured when the base of the contact center is the cloud, in its pure form. The condition is that no investment costs for hardware and created the entire infrastructure virtualized exists. Not only on the server side, but also in the client software. This basic structure has then not only positive effects on the financial side, but at the same time decrease maintenance, repair and modernization efforts, saying resources are available elsewhere in the company. Through defined service levels - this must be contractually guaranteed course - dealing with downtime and technical problems are also clearly defined. That is simple, uncertainties can cope with significantly faster and are less noticeable in everyday business.
If the Contact Center also provided in a secure public cloud is available, creates additional benefits, because the high cost of a private cloud solution wipes sometimes the cost advantages of virtualized Centers. The important thing is an intelligent grid and a sophisticated security and data management for optimized data protection and security are not limited to private cloud solutions, but absolutely represented in qualified public solutions. As a result, the result is a growing demand with extensible and highly scalable solution that guarantees the technically advanced, web-based operating without investment risk.
Efficiency by future-proofing
Today telephone contact, social media tomorrow, what will come after that to responsibly? Video chats or multimedia experience? One thing is certain: the demands on the type of public relations are dynamic. According to the latest results of the ECC study "Consumer expectations for online service offers real-time" for example, feel about 55 % of online shoppers services available when shopping online as absolutely or very important. First place in the online shopper, popular real-time services is The Click-to-call feature, so offering a prompt, free callback by the customer. Additionally, you also used the FAQ and click-to-chat feature, so the offer of contact via live chat. Logically, because online shoppers are most technologically adept and open to modern contact channels. Likewise, the study reported that some stores are already quite successful with Click-to-video features, in which the "salesperson suddenly and truly appears in the domestic Monitor".
Companies that rely on a mature cloud platform in the contact center, can sit back and watch these trends relaxed. Is the time ripe, then their view, has to be created or an elaborate, expensive and long-term implementation process is planned, but always switch off this kind functions simply no "feasibility study". Since the entire infrastructure virtualized available, this is quite possible. Such companies can be sure that you can always play now and in the future of the most advanced technology. Because an open, cloud-based platform technology allows it at any time to complete the necessary solution components such as social media integration and can also scale very high.
Efficiency through administration benefits
Who still knows the times bulkier "Telephone systems" with server racks and the most complex administration, appreciate a cloud solution. Sophisticated systems have extensive self-service functions, so that the contact center - albeit in virtual access - continue to be controlled by the do-it-yourself method, if necessary. Here's an example: In a state occurs overnight to a warning strike in public transport. Basically, this is much to the delight of a car rental that can look forward to an unexpectedly high demand naturally. However, this also means that the call volume, quick flash in the air. No problem, however, because the employees can flexibly and quickly intervene in running processes thanks to the flexibility of the cloud. A few minutes later a notice is switched very quickly, for example, via text-to-speech enabled, pointed to the caller from this state of the high demand and are asked proactively to a little more patience. That creates customer understanding of the situation. Of course, the structure also to additional agents, for example, from another state, or even a mobile home office to include short term in order to cope with the volumes of calls more quickly.
But need the administrators of the contact center context-sensitive wizards that enable you to manage and configure the system optimal. In addition to a comprehensive role and rights management can be for example such individual routing plans of parameters to configure preferences for the Agent Desktop (about Pause reasons) make or just manage audio files for announcements and holding patterns. Quickly, easily and without much effort.
Given the developments in the social media environment and the dynamics of on public posts in a very short time can be achieved a broad public, the importance of such technical skills will continue to grow in the future. Organizations should be prepared for structural and personnel to detect peaks of customer inquiries at an early stage, mitigate peaks and to make a proactive service, or face the worst case damage to image and reputation.
Efficiency through better utilization
Not without reason, become the focus of the industry focus aspects such as usability and comfort agent. The known not inconsiderable stress load on the agent is at least partially also due to solutions that represent quite simply a pain in their operability. We therefore need to offer employees a single, easy-to-use, ergonomic interface, through which you can control all communication channels. Providing solution of relevant information as suggested responses for emails or customer-relevant information from the contact history, the social media account simplifies the way to link the CRM records and also accelerates the processing of customer inquiries. The result is: customer and employee satisfaction. A contact center in the cloud, designed innovative and modern, offers such a working environment.
Conclusion
Who wants to realize an increase in efficiency in customer service in the business today, which can be helped. Modern cloud-based contact centers are here the absolute method of choice. They are characterized by maximum flexibility and scalability, improve both the automation of processes as well as their fundamental quality. And this even very cost-effectively. In a recent study the consulting firm OC & C Strategy Consultants analyzed current tasks of marketing chiefs. Clear result: "The primary aim of a more efficient, mostly technology-enhanced account management that puts increasingly on personalization and individual product or service experience" - realized through the contact center in the cloud.
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