Benefit from integrating UC into your CC for a quick ROI. The acceleration of hybrid working has made simplifying and increasing collaboration a business-critical requirement for every organization. As we have seen across a wide range of our recent deployments, integrating Unified Communications (UC) either Enghouse UC or Microsoft Teams, with the Contact Center (CC) plays a significant role in breaking down departmental silos and enabling companies to work in a more agile and effective way.
Technology technology can make the workplace more appealing and interesting while enhancing performance. Many technologies can improve the overall agent experience, as always, starting with the basics has proven to be the best approach. Foundational technologies include delivering (and continuously optimizing) context-sensitive prompting in your IVR, integrating your contact center with your CRM to facilitate the development of first-party data, and implementing and enhancing knowledge management systems to improve your self-service capabilities.
From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.
For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.
Unified Communications. Contact Center Solutions. Delivered from the cloud “as a Service”… enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible.
Peak periods can have an outsize impact on a company’s sales and brand reputation. Relying on the flexibility of the cloud is therefore vital, ensuring that customer service scales to meet demand.
Using the right approach will enable your organization to mitigate risk, deliver better service, protect customers and agents, and ensure that all customer contacts result in positive outcomes.
Cloud solutions are now mature. That means moving some or all of your systems is now a much more streamlined process, with minimal disruption and risk.