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.
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.
Agent-expert consultation and other advanced telephony features are available via Five9’s Teams offering, which strives to streamline time-consuming actions such as finding an expert to answer customer queries. Five9 manages to recreate this experience for Zoom Phone users, too. The Five9 UC Integration with Zoom Phone and Microsoft Teams features telephony connect which allows users to toggle between Zoom Phone, Microsoft Teams, and the Five9 Intelligent Cloud Contact Center without any extra toll charges.
The company previously announced it was working on the integrations, which will be made available later this month. Five9 plans to expand its UCaaS and CCaaS offerings that are set to “Empower greater customer experiences,” according to a spokesperson. The organization’s entire business model’s based on providing deep and practical integrations with the likes of Zoom, Microsoft Teams, and other players in the space to enhance the experiences that these systems fall short of, so the latest additions to its portfolio should extend added value to its customers who use Microsoft Teams and Zoom Phone.
