One of the basic characteristics that makes Corporate Call Centers stand out among their competitors is the modernization of business processes and platforms to support multi-channel customer experience in order to achieve better business results. Seeking the ways to modernize their corporate call centers smoothly and with lower costs, organizations must consider thoroughly five important stages as follows:
Towards to end of the lifecycle of Automatic Call Distributor (ACD), equipment upkeeping becomes more costly and risky. Compulsory updates and interruption possibilities have made replacement of this technology the basic step of providing services to today’s customers.
It is an ideal approach to modernization of contact center to reap advantages of advanced corporate business process while making innovations in the customer experience. This approach ensures a lasting infrastructure to access the optimum customer experiences with the lowest operational costs. Eliminating organizational silos and breaking away the restrictions caused by outmoded technology enables you to offer a customer experience that is consistent across each contact point and all customer experience channels. Also, it enables you to enjoy your existing competitive edges in all markets that you serve.
Above all, the future of the TDM (Time-Division Multiplexing) is uncertain due to being hardware-based, having higher operational costs and implementation difficulties. Having fell behind the advancing technology, PBX technology restricts the functionality of ACD and offers limited scalability features. The shortcomings of PBX in interoperability and upgradability areas urged companies to seek for more flexible and dynamic solutions. SIP (Session Initiation Protocol) is an open standard which will facilitate migration to an IP-based contact center. Thanks to the power and flexibility offered by SIP-featuring ACD transformation, organization will have the freedom to adapt fast architectural and management models to their own businesses and bring new applications and services into life. IP software keys, ACD and SIP applications, as software application layer, are the triggering components of this evolution.
In your contact center, it has been ever becoming more difficult to retain sufficient number of staff, properly trained, who can use customer interactions efficiently. However, now you can ensure each customer to reach the most suitable agent. Many companies, like you, has been virtualizing Contact Centers in order to make best use of their staff, being the most valuable assets.
It is very easy to create a powerful and virtualized customer services environments which channels all customer interactions among your departments, teams and positions. This is supported with a Continuous Workforce Optimization approach including all staff planning, scheduling and management.
Multi-channel interaction points has made end-to-end customer journey quiet complex. It is significantly ahead of its competitors in terms of providing multi-channel customer experience that is consistent across all digital contact points and channels. Storing the interaction history, together with scope data, platform makes efficient the conversations of customers at the inter-channel transition points. It supports many digital channel including web (e-mail, forms, chat, WebRTC, social media) and mobile (SMS/MMS messages, self-service, applications) in order to offer consistent experience independent of the channel used.