How IT teams can function more strategically through CCaaS

Easy launching

Before the wake of CCaas, IT teams had to work on providing a central contact center. This meant they had to do much groundwork to set up a resourceful location available to every necessary call center personnel.

Today, the tables have turned, allowing the same team to utilize this software and provide remote contact centers. Not only is this much easier, but it is also cost-effective. A link is all they need to add a new person to the platform and integrate their existing software into the system.

Minimizing building costs for contact centers

Setting up a contact center can be a money-siphoning activity. The IT team ensures that the call center members have everything they need to work efficiently. Desks, computers, phone systems, and dedicated brick-and-mortar locations are some of the intricacies of providing an in-person call center.

Unfortunately, these require the company to have the money upfront to complete the construction, and the amount could scale to millions of dollars, depending on the size of your company.

CCaas minimizes the funds an entity has to spend on infrastructure thanks to the cloud setting. Integrating this software into already available apps makes it less fund-consuming and slashes the budget into a manageable chunk.

Providing real-time assistance to support members and customers

Traditional call centers have been effective in providing solutions to customers, but one significant flaw has them taking the next exit; the unavailability of real-time solutions. If a client calls asking for help and the support team doesn’t have the answer, it is challenging to contact a manager or supervisor for directives.

With CCaas, however, the relevant management teams get to see where the contact center agent is stuck and give them alternative problem-solving options unique to each client.

Reduces workload for the IT team

Working with voice is more challenging than dealing with data. This is primarily because voice technology is more susceptible to latency, making it hard for the IT team to devise solutions for every upcoming problem.

The introduction of CCaas into the company enables the IT team to have more time on their hands for achieving company goals rather than solving redundant issues.

Effortless performance tracking

The IT team no longer has to key in individual performance records for every call or a successfully solved issue. Thanks to the automated processes, the system picks up the relevant details during the process and saves them.

Sometimes, the contact center agents key in the details on a progress sheet. This information is easily accessible by the relevant parties, allowing the managers and supervisors to check how their juniors are performing without having to call for a meeting.

Quick information sharing within the team

Say goodbye to internal memos and emails sent to every person, a service mainly facilitated by the IT team. Instead of scrounging for emails and phone numbers to share precise details or documents with the support members, the IT team uploads the message into the network and enables the relevant individuals to access it.

Improved customer experience

Self-help is becoming more common daily, thanks to its ability to reduce redundant tasks for the support and IT team. The software integrates modern solutions, CRM integrations, business intelligence insights, surveys, callback availabilities, and routing tools to help customers experience a more effective system regardless of location.

Intelligent customer routing

When dealing with traditional customer service call centers, clients get access to the next available support member on the line. With CCaas, customers are given the option of choosing whom they would love to have, to solve their problems. This makes the process less strenuous, especially in situations where the problem is recurrent.

Access to data through analytics

Understanding data is one of the key factors that contribute to business growth. A company that is aware of its progress and knows how to translate the information it gets from visitors on the website allows the team to make real-time decisions regarding its growth.

Instead of working old-school options trying to translate this data, the software has analytics tools that tabulate the intel into understandable chunks that everyone can understand. Consequently, the team has access to the relevant information they can use to provide better solutions and elevate the customer experience through top-notch customer service.

Conclusion

New tech inventions have come along to help IT teams and companies to function optimally and achieve business goals effortlessly. And while all applications are welcomed, CCaas tops the list thanks to the myriad of benefits it comes with.