Frictionless customer engagement and fabulous experience make a big difference to your company success. Contact centre and unified communications solutions often force your team to manage system and customer demands awkwardly – leaving both agents and customers underwhelmed.
If your current solution is making everyone’s job harder than it should be, have a read of this list of benefits to see if now is the time to make a change for the better.
1. Straightforward and predictable pricing
Varied pricing models and contract terms that deliver for on-premises solutions can make upgrading your contact centre confusing and frustrating. “Sticker Shock” is a thing. Migrating to a cloud-native contact centre simplifies all that. With the GSNs Cloud Contact Centre solutions – powered by Genesys – you won’t get locked into any ambiguous long-term contracts or hidden, complex pricing structures.
2. Banish silos
Siloed applications and the delays agents experience while accessing different sources of data, along with the need to repeat information frustrate your customers and your agents. Putting the right tools and information your agents need at their fingertips — channels, interaction types, customer context and performance insights — lets them deliver the extraordinary experience your customers deserve.
3. Unburden your IT
In our hyper-competitive world, response times matter. Adjusting contact flows, queues and routing all need immediate action because delays are costly. If the call centre isn’t directly managing all tasks it should and responding quickly to ever-changing customer expectations, you’re at a disadvantage. With a cloud product, you can enjoy a simple and user-friendly interface that empowers employees. Save valuable IT resources and expertise for other tasks.
4. Data is king but insights are priceless
Put your data to work. It’s not enough to compile data. You need access to that data in real-time — and the ability to quickly and easily interpret and act on it. These real-time stats provide critical insights into what’s happening, and they equip employees to make more informed decisions. Interactive dashboards provide a consolidated view of customers, agents and interactions — across all media types. And, with a cloud contact centre, you can access that information any time — from anywhere.
5. Respond – don’t react
Quicker, better, more efficiently — that’s the world we live in today. To remain competitive, you must work smarter, not harder. If information and teams aren’t aligned, you’ll struggle to keep up with your competitors. With the cloud, you can bridge your teams for effortless collaboration. A cloud contact centre provides unified communications throughout your company and automates forecasting and scheduling across channels to optimize productivity and deliver on SLAs within budget.
6. Technology shouldn’t be a barrier
Free your agents to serve customers instead of navigating the complexities of disparate programs, streams and applications. If agents’ time is consumed with moving between software applications and communication channels, they’ll struggle to meet your customers’ needs. Give your agents the ability to handle different types of conversations simultaneously with tools like customer co-browse and screen share.
7. Constantly contemporary
Cloud-native functionality allows for the continuous delivery of new features. This means your systems are updated regularly — without the downtime associated with traditional on-premises upgrades and new installations.
8. Secure and robust
In a world where information is shared in milliseconds, there’s no time for downtime — and there’s no room for kinks in security. A cloud solution protects your business and your customers from outages and breaches — whether it’s during a peak season or a lull.
9. Scalable – ready to grow when you are
Every business is unique. Your call centre software should be extensible and configurable so it grows with you — in both capacity and capabilities. A cloud solution lets you easily add and create integrations that serve your organization and your customers today and tomorrow. You can have secure APIs, prepackaged integrations and the ability to add new functionality with a click of a button.
10. Speedy time to value
Implement at the speed of today. Long gone are the days when large amounts of time and resources were spent implementing complex solutions. Slow implementations and in-depth training result in lost business. With a cloud-based vendor, your call centre will be up and running in weeks, thanks to the simple pricing models and quick installation.
11. Employee NPS
You’ve got great employees; help them perform at their best. Give your agents a holistic view of customer communications while automating their repetitive tasks. A cloud contact centre solution lets agents seamlessly switch among tasks while concurrently monitoring and managing the entire customer journey. This will improve overall employee performance and engagement as well as top- and bottom-line growth. Through unified communication and collaboration tools, your employees can talk, chat, video message, or search for and find the experts they need to resolve any customer issue.
12. Big upward tick for customer happiness
The proliferation of mobile devices, social media, chat and email mean your customers want to interact with your brand across multiple channels. Unify all communication channels, interactions and work items through a single interface and omnichannel routing. This lets you design, monitor and tune the entire customer journey while delivering consistent, omnichannel customer experiences.
Find out how GSN can help your business move the cloud
If you want more from your contact centre solution provider, it’s time to explore new options. No matter which cloud call centre solution you select, be sure it meets your needs today and can power your growth tomorrow. With GSN as your solution partner, your business can deliver a consistent, seamless and personalised next-generation customer experience. See how much easier customer service can be.
GSN pioneered the cloud contact centre in Australia in 2003. We continue to deliver innovative solutions to Australian businesses. If the challenges above sound familiar, start by speaking with the team at GSN today. Our local team of experts can help you define a solution that meets your needs today and will scale to meet your needs as things change.
Our team is exceptionally talented and dedicated to customer success. To every one of our team, every customer is our most important customer.
No matter where you are with your contact centre journey, we can help.