The impact of Covid on the contact center has forced organizations to adjust how they operate. Contact centers have traditionally suffered from high staff turnover rates, with complex telephony software and difficult-to-use collaboration tools being a major cause of worker dissatisfaction. Additionally, contact centers are under more pressure than ever, as consumer expectations have evolved during the pandemic.
We are now in a digital world and customers expect support when and where it is most convenient for them. While telephony is now only chosen by 43% of consumers for general queries, it remains the preferred method of communication for resolving complex issues such as escalation, retention or disputes, with 71% preferring to speak over the phone to solve problems such as these.
As contact centers move away from traditional on-premises situations, an evolving software ecosystem now meets cloud migration needs. Enterprise contact centers unbundle telephony from CCaaS platforms to create an unparalleled experience for their customers and employees. The new contact center is cloud-dependent with Software-as-a-Service (SaaS) applications and integrations that are not available on-premises.
Fighting complexity with BYOC
Calls are still important, but it’s essential to abstract the constraints of traditional operators from the cloud-based contact center. By taking a BYO-Carrier approach to powering telephony, enterprise contact centers can better control migrations, integrations, and troubleshooting. Additionally, moving numbers from your CCaaS to another contact center platform can disrupt uptime performance and revenue, especially for your high-volume toll-free numbers.
Therefore, to create a best-in-class contact center, companies need to decouple their carrier and CCaaS solution for direct carrier control, flexibility, and cost savings. Selection a native cloud operator provides a partner who can help you navigate your cloud migrations and weave together the necessary disjoint software and tools.
This increases flexibility by enabling the use of VoIP and provides remote work options for employees, improving the agent experience and helping to reduce turnover. However, third-party applications must integrate with your carrier beyond the UCaaS and CCaaS platform, such as call containment with AI-driven IVR, fraud detection, customer sentiment tools, compliance PCI, secure credit card capture and end-of-call investigation tools. disjointed, making it difficult to manage access to call information. Companies need to invest in customer experience and employee experience to grow and retain their business over time.
New tools, channels, and innovations are being introduced, but the ones to prioritize are in the cloud. To improve the agent and customer experience, going directly to a cloud-native operator like Bandwidth can help your contact center meet the needs of this new era of customer expectations.
Learn more about bring a cloud operator to your CCaaS platform.