For a customer or client-facing company, having the right communication tools and telephony system is essential for handling sales or support calls. Not only will these tools help to increase revenue, but they’ll also boost your reputation as you’ll be able to handle any queries effectively and efficiently.
A cloud contact centre or CCaaS (Contact Centre as a Service) is an internet-based solution that handles all contact with customers and clients over multiple different channels, including email, social media, messaging services, and voice calls.
If your business is still dependent on older contact centre technology, you may be feeling the strain of its limitations. A cloud-contact solution offers the latest in communication technology to ensure you stay ahead of the game and give your customers or clients the best service possible.
Employees can use a single system to communicate with customers or clients by phone, email, video call (like Zoom or Teams) or instant messaging (like WhatsApp) and maintain a record.
Employees can log into any device and use the cloud contact centre anytime, anywhere, which is ideal for travelling salespeople and remote workers.
Automated services, such as auto-attendant and hold music, will take care of callers in a professional manner until an employee becomes available.
A comprehensive reporting tool that creates multiple reports across all channels, allowing you to deliver a better customer experience.
Cloud contact centre solutions are beneficial to businesses of all sizes, from small and medium businesses wanting to grow and improve their brand reputation to larger companies handling hundreds of calls a day and looking to maintain an excellent level of customer service. And with modern communication technology, keeping up with demand has never been easier or more efficient.
At Officeology, we work with leading communication software providers to bring you the most reliable and cost-effective solutions. These cloud contact centre solutions can be easily integrated into your current system, allowing a seamless transition for both employees and customers. It also means employees will have all the information they need at their fingertips, from customer information, reporting, notes and more, whether they work from the office, at home or on the go.
A cloud-based contact centre software will benefit your business by:
CCaaS solutions are designed to improve your team’s efficiency when communicating with customers and clients to provide a better experience for everyone involved.
With a cloud contact centre, you'll be able to record inbound, outbound and internal calls to share with the team for training or audit purposes.
High-level dashboards and detailed analytics are available to supervisors and managers, which include data such as call duration, wait time, idle time, and more. This can help to optimise the software, inform KPI checks or be used on workplace wall screens for live performance stats.
Cloud-based solutions allow you to easily add on new team members to meet your customers' demands or remove these employees later if needed, without needing to purchase additional software or licences.
During busy days and peak times, customer or client calls can be queued, managed and prioritised in the contact centre application with an auto-attendant and hold music.
A cloud contact centre is an internet-based server where all inbound, outbound and internal communications can be handled. This includes contact from voice calls, emails, social media and online chats, all available in one, easily accessible centre that employees can log into from anywhere.
CCaaS stands for contact centre as a service and refers to a cloud-based customer communication service that handles all calls, emails and messages, allowing you to deliver outstanding customer service.
A cloud contact centre can improve customer experience in many ways, including:
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Richard MayseyWhatever your cloud contact centre needs, we’ll get a system in place that means you don’t have to worry about downtime. Call or email us today and one of our team will be on hand to get the ball rolling.
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