The 'CCaaS' and 'UCaaS' industries have seen respective booms during the novel Coronavirus. Both subsets of unified communications, the delivery models present attractive solutions for contact centers that rely on services like Microsoft Teams and Zoom, which can be fine alone. They are often made more powerful with the help of the SaaS delivery models, however. I recently sat down with Five9 Senior Marketing Manager, Thu Nguyen, to discuss how the company's living out its motto of playing well with others.
Nguyen told me, this is something the cloud contact center provider lives and breathes, and that's clear from its integrations with Microsoft Teams and Zoom Phone, which recently made its debut in over 40 countries across the globe. Nguyen said the company decided to embark on the Microsoft Teams journey because it realized the value of 56 percent of customers (across all age groups) who said they prefer picking up a phone to reach customer service representative. Ninety-seven percent of customers said positive customer experiences are at least 'somewhat likely' to influence them to conduct business with a company, according to Nguyen.
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Thu Nguyen[/caption]
On the agent front, he added, 34 percent of customers said they're willing to wait longer if it means they get the information they seek. "This implies agents must have all the tools they need to answer customer queries and provide a positive experience," Nguyen added. An even larger number of customers expect to have their issue resolved within 15 minutes, with that number amounting to 72 percent, according to data sourced by Five9.
With mounting customer expectations, Nguyen said it will remain predominant to pacify customers. He said 74 percent of which, now expect companies to have information about previous calls. Fifty-nine percent of customers said they're unlikely to continue conducting business with a company if it requires a lot of effort to resolve issues. Something alarming, according to a survey conducted by the cloud contact center provider - the 37-percent of enterprises that have yet to integrate CRMs into contact center environments.
