In today’s economic and commercial climate, customers have much more complex needs than they used to. Unfortunately, many businesses are still using archaic on-site call center systems for their contact centers– which presents a problem in terms of efficiency.
In many cases, IT specialists and teams will extend the life of their siloed channels as much as they can, but this is simply putting a very expensive and troublesome bandaid on a very big problem.
Cloud solutions are one direction these companies can take when it comes to updating to better business agility and simplified management. Cloud solutions are usually SaaS packages that allow companies to scale as much as they want as their company needs change. Some of the biggest enterprises out there are seeing the appeal of the cloud and are moving their contact services to it.
It’s a fairly direct approach, but finding the right vendor and technology for your specific business may be tough. The goal is to find an excellent omnichannel cloud contact center solution– but not many vendors deliver this.
Let’s break down some key terms and look at some important points to consider when finding the right solution.
What are Omnichannel Cloud Contact Centers?
True omnichannel cloud contact centers are contact centers that are built to handle all communication channels and various points throughout the customer journey. It’s an end-to-end contact process for both customers and employees, and all the data therein is on the cloud.
For such a contact center to be possible, a singular solution that serves as a routing engine for every channel will be needed. Such a platform should also utilize WEM (Workforce Engagement Management) to further improve the efficiency of things like scheduling and management.
This seems complex– and it is. However, businesses can look at a few key things when “shopping” for an omnichannel cloud contact center solution.
What Companies Need to Do to Evaluate Omni Channel Cloud Contact Center Solutions
When looking for the best possible omnichannel solution, keep these different aspects in mind:
- Singularity. Don’t look for multiple solutions for multiple aspects of omnichannel cloud contact centers. Find an all-in-one solution that can deliver everything you need on a single platform. Multiple vendors mean multiple subscriptions and multiple headaches.
- WEM. Built-in AI WFO (workforce optimization) engines should include things like quality management, call recording, scheduling capabilities, etc.
- Routing. Ensure the solution is using one native routing engine for serves across multiple channels with no partner requirements.
- Desktop interface. Omnichannel desktops should be user-driver and web-based, and complete with top-tier collaboration tools.
- Data source. There should be one true source for personalized dashboards, data, analytics, and reporting.
- Blending. Ensure your chosen platform will be able to blend native voice, including predictive, campaign management, and scripting for regulatory compliance.
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