Optimizing Your Call Center with a Unified Communications Partner

In today’s technology driven world, companies of all sizes must optimize their systems using technology to stay relevant and competitive. The cost of technology often presents hidden expenses and hurdles as businesses attempt to procure, build, and manage their own systems. Technology and equipment become quickly outdated, leading to additional costs. Take your company’s telephone system for example.  A legacy system with a PBX can be costly to own and manage. Traditional voice traffic, though high in quality, is expensive to route.

In every industry, people strive to optimize and reduce costs. The telecommunications industry has seen a lot of change in the last twenty years, thanks to increasing data transmission speeds and moving calls off the old system on to the Internet.  Today, your company doesn’t have to pay the higher costs for routing traditional phone calls and can benefit from a VoIP telecom system

A VoIP system comes packed with additional features you cannot find using a traditional phone system; namely, anything data service related. Your company can start seeing saving as well as added benefits nearly instantly with a VoIP system.  However, choosing to manage your VoIP phone system and integrating it with your network operations can unearth hidden technology-related expenses and requires IT specialist who can work the system to its best potential. Rather than build and manage the system in-house, many businesses turn to unified communications service providers for their managed service needs.  With a feature-rich unified communications partner, your company’s PBX system and calls center can reap some serious rewards.

Rather than build and manage the system in-house, many businesses turn to unified communications service providers for their managed service needs.  With a feature-rich unified communications partner, your company’s PBX system and calls center can reap some serious rewards.  

Optimizing Call Center Self-Service

Whether in-house, off-site, or outsourced, many businesses have enough call volume to justify a call center. Anytime customers telephone into a call center they are promoted by the automated system, known as an integrated voice response (IVR) system. Many customers are instantly put off by the prompts and endless menus that by the time they reach a live agent they are angry.  Unified communications service providers are experts in all things communications related. These providers specialize in the technology, deployment, and management of communication so you can focus on your customers. They help create value in a wide range of areas that you might not expect, including within your call center. The following are some of the ways these providers are helping businesses achieve greater optimization in their call center.

Increase Self-Service Transactions

A unified communications partner with self-service management applications can help transform a complex system into a simple, seamless experience for the customer and the call center agents, as well as help customers, transact their more issues through self-service without the need for speaking with an agent.  Transparent handoffs from the IVR to the live agentUnified

Transparent Handoffs from the IVR to the Live Agent

Unified communications partners with call center applications can also collect customer data and report information instantly to a live agent before the call is answered. This allows the agent to know precisely what the caller is requesting and have the appropriate applications and systems at the ready when taking the call. This transparent handoff also cuts down on potential customer dissatisfaction as the caller does not have to repeat the reason for their call.Improve current and future calls with collected data.

The data collected by the system can become a powerful tool for improving customer satisfaction. Built in metrics measure and report on customer data and provide useful insights into the reason for calls. With such data at the ready, you can create customer-focused strategies and maintain a clear, connected business development plan using relevant data.

In summary, the benefits a unified communications partner can provide are:

• Improve the caller experience and improve first-time call resolution

• Increase customer satisfaction

• Reduce call center operational expenses through queuing calls on the edge of the network

• Strength your company’s workforce productivity but allowing seamless integration of call center data with agents and home office

Improving your productivity and efficiency through well-placed technology is just one piece of the puzzle. You must also satisfy your consumer base for retention and overall customer satisfaction. When it comes to communications, a unified communications partner can help take the guess work out of saving time with communication technology and get you on the right track for developing a business strategy that supports growth, your company’s goals, and keeps your customers happy.  

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