Adding new technological capability can be a tricky affair.
Integrate, mesh, merge, fuse, even shoehorn. Call it what you like, it’s never plain sailing.
When it comes to the enterprise communications stack, the clever, cloud-powered unification of telephony, messaging, and collaboration is now the norm: single, all-in-one-place platforms that respond brilliantly to the demands of today’s always-on, omnichannel world.
However, those same demands have driven innovation in contact centre technology too – turning them from a business unit once tasked only with trouble shooting, to a new and welcoming ‘front door’; laser-focused on delivering stellar customer service and increased revenue.
Consequently, bringing Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS) together is the next, vital phase for businesses intent on growth.
However, rather than trying to add one to the other, smart businesses (and technology service providers) would be better off opting for a single, fully native solution that delivers seamlessly on both fronts. No clunky third-party procurement. No costly integration project. No disruptive employee training.
Brilliantly, that’s a choice that it is now possible to make.
“UCaaS deployments enable businesses to leverage the many benefits of digital telephony and fixed mobile convergence but those systems lack any kind of integrated ticketing functionality, meaning a separate CCaaS product is needed – having both in the same solution is a complete game-changer,” says Johan Åberg, Chief Product Officer and co-founder at leading channel-focused communication software vendor Lynes, whose powerful, white label, omnichannel platform is the perfect example.
“Now organisations can have a clear 360-degree view of every interaction, not just a phone call or an email or an SMS. Two things occur: there is an enhanced experience for the customer and things become easier for agents too because suddenly every bit of that customer experience, including the progress of a ticket, is right there on the screen in front of them.
“There are not that many solutions out there that truly combine UCaaS and CCaaS in this way. Typically, they exist as two different systems that aren’t fully integrated. Maybe they began life as a CCaaS solution to which voice was added later, or vice versa. Ours is a single platform that offers everything natively from the beginning, but from which customers can pick and choose, say, just cost-efficient telephony or web chat, or full omnichannel CCaaS functionality.”
Additionally, the Lynes solution is embedded with its clever AI-powered Conversational Intelligence feature that unlocks yet more efficiency and productivity enhancements by providing agents with a succinct summary of complex customer interactions, including ticketing status, required actions, and tone of voice.
“Not only are specific customers connected to specific tickets, agents can also see related tickets and interactions too,” says Aberg.
“So, they can see that a customer called or emailed or messaged earlier and that they were dealt with by a colleague, and they can see an AI summary of that interaction. Before, the agent may not even have known about a previous interaction and certainly would not have had access to any related information.”
Crucially, this is how the Lynes solution can contribute significantly to revenue generation – sales agents with complete visibility of customer accounts and historic interactions are much better positioned to leverage the relationship appropriately.
One truly unified service; one provider; one invoice; one single interface: surely that’s what today’s cutting edge business communications should look like?
To learn more about how Lynes can help your business take the customer and agent experience to a new level, visit the website.
