Survey says 95% of IT leaders see a direct connection between communications technology and business profitability.
The expectations of customers today include brand interactions and experiences that are completely seamless and effortless no matter the location, time or touchpoint. Welcome to the Age of the Customer. In this era, digitally-savvy customers are changing the rules of business, creating opportunities for companies that can adapt to the evolving environment and risking the sustainability of those that can’t.
Organizations prospering are those that provide superior customer experiences and/or service. Businesses are going to great lengths ensuring they are where their customer is, whether that’s via voice, social media, chat, email, etc. In order to deliver on their high expectations, organizations—even those without a traditional call center—are leveraging cloud-ready contact center technologies to drive increased revenue with improved customer service.
Early adopters of cloud-based voice solutions were largely small and mid-sized businesses; like any cloud solution, it enables them to compete against large enterprises in their respective industries with equal value technology requiring less upfront-capital. Today, enterprise businesses hold the lion’s share of revenue from CCaaS but soon it will be equal, with small and mid-sized companies surpassing enterprise in the next 5 years, according to the analysts. Companies, regardless of size, can no longer operate a services or technical department without integrated, cloud-based engagement solutions that supports company-wide visibility, real-time CRM updates, inter-company file sharing, storage and more. Additionally, the need for tracking, employee training, accountability and management is much easier with CCaaS features like call recordings, transcripts and tracking.
There are many CCaaS benefits for non-traditional call centers. Companies with improved customer engagement and satisfaction KPIs are turning to CCaaS for integrations with applications like Slack, a CRM, social media and more. Additionally, data storage security is enhanced with CCaaS. Security is vitally important not just for customer data such as email addresses and phone numbers, but for organizations taking payments and needing to comply with Payment Card Industry Data Security Standard (PCI-DSS), CCaaS reduces an organization’s risk and is an added boost to customer confidence.
While the benefits of CCaaS are many, the risks of not implementing CCaaS can put an organization at risk. Inconsistent customer experiences lead to higher levels of customer churn and lead to operational inefficiencies. The largest potential risk remains with the inevitable increased IT spends due to high IT infrastructure costs. Contact Center as a Service represents an entirely new paradigm for business communications and collaboration. The Age of the Customer is in full-force, and the road to profitability is through communications technology, like CCaaS which helps alleviate and do away with outdated and inefficient voice/collab, productivity and reporting tools.
ABOUT THE AUTHOR
As Marketing Communications Manager, Amanda is responsible for creating content and carrying out internal and external communications programs; she also develops educational materials to enable TBI’s partners to sell emerging solutions. Amanda also contributes to ensuring consistency with branding and ensuring TBI provides useful and relevant content to our partners. You can reach Amanda at firstname.lastname@example.org or connect with her on LinkedIn.