Four Common Customer Experience Challenges Checked by Unified Cloud Contact Centers.
1. Excess capacity governed by fixed license costs.
Centers are overspending on hardware and storage capacity to ensure high availability during periodic and seasonal peaks, but that often requires an over-investment in infrastructure to ensure capacity can meet demand.
2. Infrastructure costs for IT that inevitably becomes outdated.
CXOs want IT to help preserve cash. Upfront investment in contact center and IT infrastructure doesn’t pay off in the long run because the capability of hardware and software decreases rapidly as it keeps pace with technological advances.
Investing large amounts of capital for assets that quickly become outdated, that don’t support fluctuations in contact volume, don’t support new tech favored by consumers, and don’t provide dispersed geographic deployment is not good business.
3. Volatile volume fluctuation. Distributing across multiple sites or Business Process Outsources (BPO)s.
Large enterprises generating high contact volumes often exceed capacity for a single center and geographic location. They need to distribute volume across multiple geographic locations to meet service-level, high-availability and follow-the-sun requirements.
Those that outsource call center operations to multiple vendors need a mechanism to distribute volume across vendors. They need to evaluate vendor performance against service level contracts, and be able to change distribution based on vendor service level performance.
4. Siloed data and diminished ability of IT teams to deliver value to core business.
Non-standardized contact centers, using multiple applications in support of omnichannel and motley IT platforms are expensive from security, support and training perspectives.
Instead, they lose time and bloat budgets performing non-differentiating activities, aggregating data across silos before they can even begin to understand operational performance.
A unified, scalable cloud contact center decreases costs, increases efficiency, sets up the foundation for omnichannel and analytics. But before advancing to omnichannel and cloud, there has to be an analytics capability for understanding, managing, and monitoring call center operations.