A cloud contact centre sits at the heart of your enterprise, handling all incoming and outgoing customer interactions. It’s the hub from which all spokes of your customer communications reach.
Cloud contact centres are a hot topic in the enterprise space right now, with 57% of businesses planning to adopt the tech in the next three years. But what are the benefits of hosting your contact centre in the cloud and is it worth the investment? Let’s explore.
Join the omnichannel revolution
Customers expect to be able to reach your business through the same channels they use to communicate with their friends and family. This means on social media, WhatsApp, Facebook Messenger, as well as by traditional methods like phone or email.
At its core, this is what omnichannel is all about – unified communications. Long gone are the days of setting up a phone line and expecting customers to dial it. Now, customers can start a conversation via email, follow up on social media, and finish things off with a phone call.
A cloud contact centre is the key to unlocking the potential of omnichannel. Because they’re hosted online instead of on premises, they can manage and log communications from all channels. This empowers your contact centre staff to stay ‘in the loop’ about previous customer interactions – no matter which channels were used.
Put simply, hosting your contact centre in the cloud is an essential part of the omnichannel process.
Integrate seamlessly with CRMs
Cloud contact centres can pass information to and from your CRMs automatically. This lets contact staff access customer data – like previous conversations and order history – almost instantaneously.
With all this rich data at their fingertips, your staff can provide more tailored customer service experiences that are sure to surprise and delight.
On top of this, data from your cloud contact centre – that would have previously not been logged – can be used to optimise your marketing campaigns, giving you keener insights into your audience’s preferences and how to reach them.
Support your team with AI
When dealing with a high volume of conversations across multiple channels, helping your customers at speed can be a struggle. But when your contact centre’s in the cloud, AI can lighten the load.
AI in the contact centre can:
- Power virtual agents to help customers reaching out on instant messaging services.
- Monitor customers on hold and advance them in the queue if they sound frustrated.
- Give IVR systems a more relatable, human tone.
- Use natural language processing to understand customer intent and sentiments.
But this is just scratching the surface. AI technology is developing rapidly, bringing new possibilities to contact centres all the time. If you’re not currently harnessing AI in your contact centre, you’re missing out.
By keeping all customer data logged and secured in one place, cloud contact centres give you unprecedented visibility of your data security. You can see who has accessed what, from where and when – all at a glance.
This gives you peace of mind knowing that all data is only being used when necessary and that there’s a full paper-trail for auditing purposes.
This level of compliance simply wouldn’t be possible with an on-premises contact centre.
Cloud is the future of contact centres
With so many benefits to be had, it’s no wonder so many businesses are transitioning their contact centres to the cloud.
It can seem like a daunting process at first, but with the right team of cloud experts to support you, it needn’t be. For more information about how your business cna take advantage of AI and the cloud, talk to Olive today.
TOPICS: Contact Centre