When is a contact centre not a contact centre? Maybe when it’s an attendant solution with some specific enhancements designed to provide just enough of that kind of functionality. That’s what Pridis has in mind with the latest additions to its Connecsy Cloud attendant console.
“The needs of our customers are extremely diverse and different and for many just need that extra bit of functionality that will make all the difference to their efficiency”, said Caspar Hendriks, Director Global Sales at the company. “The functionality we have now added to Connecsy Cloud helps customers to do some of the things they need to do most often.”
It’s providing chat options for WhatsApp and other IM platforms and made some simple wall-boarding functionality available to provide the customer chat and voice statistics. All this be integrated into the dashboard of the Connecsy Cloud console.
This is not, he stressed, turning Connecsy Cloud into an all-encompassing solution. If they want to deliver the full customer contact experience, businesses will still need to use one of the advanced call centre platforms that can be integrated with Connecsy Cloud. These include RingCentral, Intermedia, Avaya Cloud Office and others. There is also a Microsoft Teams native version of Connecsy Cloud.
The best of modern and traditional
Rather, the idea, said Hendriks, is to provide those organizations that don’t really need all the more advanced capabilities that those advanced solutions provide, with a few extra capabilities. This can make all the difference to their every-day efficiency and enable them to enhance the customer experience that little bit more.
These new functions embody the benefits of modern, seamless ways of communicating, and the traditional methods that businesses have used to monitor activity and performance of their teams. “It’s a hybrid world now and that’s meant adopting a different way of working.”, said Hendricks.
“The integrated chat functionality helps users to do that and to be more adaptable. We have also seen a desire amongst companies and users to have the templates and dashboards that they were used to working with before pandemic as part of the attendant solution.”
A better working experience
Those solutions of course, may have been provided on the desktop from an on-premises server. Today, everything is in the cloud and consequently, users won’t have access to what they might have regarded as important features, such as a dashboard that shows current levels of activity and demand on services.
“OK, people can now you can work from anywhere – but there is still a need to have some way of monitoring call patterns and performance, so that you can identify any issues and make improvements, become more effective and provide a better customer experience.”
There’s a degree of psychology involved here as well he points out. If users have access to familiar and useful features, they can be more relaxed and deliver a better service. “When users have the right tools that makes it easier for them to adopt a more relaxed to friendly mindset. They can be more customer centric and customer friendly in their approach.”
This is the real goal of the enhanced options that Pridis is now offering with Connecsy Cloud. There will be more to come, said Hendriks, as Pridis continues to set new standards for mid-sized attendant console solutions.
