It’s the age of the contact centre. And that means that it’s the age of customer choice. There’s a lot at stake.
For many businesses, the contact centre is the customer’s first and only line of communication with the company. If a company gets that right, customers remain loyal – and they’ll increase revenue. But, if the customer has a bad experience, it’s almost impossible to recover. Worse, the results can be devastating, especially when a negative experience goes viral.
Remember. You’ve Got Voice
While customers expect and demand that they communicate across chat, social, and email, telephony remains a vital tool for engagement.
But many companies still have legacy on-premises telephony systems. These single-channel telephone networks often face challenges with today’s contact centre demands.
Transitioning those systems to cloud-based voice solutions can be time-consuming, complex, and a drain on IT resources. But contact centres don’t have an option. They must upgrade or face uncomfortable truths.
“There’s still a high demand and expectation among customers to talk to an agent to resolve their questions,” said Ian Guest, Marketing Director at Pure IP. “A cloud-based contact centre improves the customer experience. It’s not a matter of if, but when and how,” he said.
Just Add Voice
It can be difficult to scale an on-premise PBX system. But consider the benefits.
- A cloud-based solution offers scalability. Add seats when it’s busy and lower them as needed.
- Cloud telephony enhances the entire customer journey while offering cost benefits and better technical management while offering flexibility.
- And it works side-by-side with other forms of communication like text and email.
Plan For the Transition to Cloud Voice
Before moving to a cloud-based voice solution, plan with these questions:
- Understand how calls are routed, including boss-admin scenarios, reception and after-hours handling, and call pickup groups.
- Document analogue devices, including fax machines, postal meters, alarm systems, elevator phones, and security phones.
- Include paging, IVR flows, and lobby phones.
- Incremental implementation with testing, training, and optimization.
- A hybrid model might be appropriate where some users remain on the legacy PBX system.
Select a Platform-Independent Provider
“Each customer has unique business needs and challenges,” said Guest. “And a platform-independent provider with experience with industry-leading platforms can help keep their options open and scale as the business changes,” he explained.
Choose Pure IP Contact Center Connect
Contact Center Connect from Pure IP is a pre-configured solution that integrates with industry-leading contact centre platforms.
Its pre-configured connections reduce the complexity and effort of migrating to the cloud. Pure IP also offers a worldwide voice network that enables external calling.
Benefits of Call Center Connect
- Fast set-up
- Proven in multiple environments worldwide
- A secure and resilient cloud-based global voice network
- Pure IP integrates with Microsoft Teams
- Pure IP uses industry-recognized encrypted protocols
- Connect to leading contact center solution providers, including Enghouse Networks, Five9, NICE, Genesys, Geomant, Luware and Anywhere365
Click here for more information about Pure IP Contact Center Connect.
