6 reasons for conversational AI in contact centres
Your contact centre is a busy place. You might have call queues out the virtual door on any given day, and not every customer query will be worth this long
Cloud contact centre
Premier Contact Point is a class leading cloud contact centre solution meeting today’s customer expectations.
We’re for easy and enjoyable customer experiences
Digitally-empowered customers redefine competition in the Age of the Customer
They expect near instantaneous service – and they want support by their preferred method – which could be phone, email, chat, SMS or social.
They don’t want to have to repeat themselves – they expect your contact centre agents to have their details and all conversations at their fingertips.
Get it wrong – and not only will they quickly turn to a competitor; they’ll broadcast their dissatisfaction to the world – in an instant.
Get it right – and they might also broadcast it to the world and bring you new customers.
And when it comes to acquiring new customers or increasing collections – your outbound call centre team members also need the right data and systems to be truly productive and efficient.
What are cloud contact centre solutions?
Cloud contact centre solutions are web-based applications that are used by customer facing and back office teams to deliver customer service and support efficiently and cost-effectively.
Cloud contact centre technology is incredibly versatile and enables your customers to connect with your business in the way that they prefer – via voice, email, mobile, chat or SMS.
Because they are cloud-based, hosted contact centre solutions can be run from any location and from any device that has a browser and internet access.
Why a cloud contact centre solution is the right choice
Four critical benefits of a
cloud contact centre solution
1. Better service options
Premier’s cloud contact centre solution, gives your customers the power of choice. They can choose to get instant help through our easy-to-use self-service options including visual IVR, whilst retaining human-centred service by being able to request help from an agent at any point throughout the self-service workflow.
Take your contact centre to the cloud and enable personalised experiences for your staff and customers, on any channel, at any time, which ever choice they make, our sophisticated cloud contact centre technology makes it easy for them to connect, and for you to keep track of interactions. And that means improved first contact resolution and customer satisfaction.
2. Reduced operating costs
3. Technology that adapts
4. Real-time management
Contact Centre as a Service - done right
To meet the new challenges of enhanced customer experience you need:
Unified Desktop
To give your agents access to a full range of customer, product and transactional information from one centralised desktop
Omnichannel
To gear up to handle a greater number of customer interactions, seamlessly across a variety of channels
Business insights
To monitor, manage and forecast quickly and accurately to meet service needs and financial goals.
Local support
To be able to rely on fast, live technical support whenever you need it
Tools to help you overcome these challenges
Digital engagement is no longer optional, and the experience needs to be seamless across channels and touchpoints. It is crucial that your customers have choice around how they engage with you, and how you make it easy for them, irrespective of the channel.
Our cloud contact centre solution delivers everything you need to build enduring relationships with your customers, and much more. The outstanding features of our call centre technology include . . .
Multi channel
Communicate with customers on
their preferred channel
Customised
We tailor our solution to fit your strategic objectives and operating needs
Scalable
Expands and contracts quickly to match
your business peak & troughs
Intuitive
Get your agents up and running quickly with an attractive, easy to use interface
Integrated
We can seamlessly integrate with
your CRM or ERP systems
Maintained
Performance and functionality upgrades,
with fast Australian-based live support
Accessible
Available 24/7 to agents anywhere
with a phone and internet access
Rapid
Your customised solution can be designed
and operational within weeks, not months
Secure
High redundancy & continuity, inbuilt disaster recovery and PCI DSS payment facilities
Premier Contact Point
We are the Australian experts in cloud contact centre technologies
Explore our blog where we have shared articles and insights form our leadership team of locally based cloud contact centre technology experts
Driving improvements with contact centre data and reporting
Data is the new gold! And so much data flows in and out of contact centres every day. Call volumes, average handle time (AHT), customer sentiment, first call resolution rate,
FAQs
Depending on the call centre solution provider, traditionally, a call centre provides the software and tools to successfully manage inbound calls alongside other voice interactions to provide customer support efficiently and effectively. Today’s call centres can deliver omnichannel support and cloud-based calling solutions to deliver the cutting edge of customer service and support to ensure customer satisfaction on their preferred communications channel.
Traditionally, a contact centre operates as the front line of an organisation for its customers and prospects. The goal is to provide specialised support and services for inbound calls to the organisation quickly and efficiently. Eliminating call drop-offs, extensive wait times and poor customer satisfaction ratings are the most common reasons for deploying call centre software, including cloud-based call centre technology.
When reviewing the options of call centre platforms and call centre software in Australia, the best fit for your organisation ultimately comes down to your organisation’s size, the volume of calls, compatibility with your other systems, and the solution functionalities your organisation needs, like cloud-based calling or omnichannel support. Once your list of requirements is developed, selecting an organisation with local support and experience is critical to enable a smooth transition.
While the features of a contact centre solution vary on the provider and organisational needs, the most important features to look for in modern contact centre solutions include:
- Unified Communications & Collaboration Tools
- Omnichannel Communication
- Outbound Communications
- Intelligent Reporting
- Self Service & Assisted Service
- Realtime Reporting & Dashboards
- Call Reporting
- IVR
- Customer Experience Apps
- Workforce Optimisation Software
While both contact and call centres deliver customer service and support, a call centre primarily handles inbound calls from customers and prospects, with voice interactions being the sole channel covered. A contact centre is the modernised approach that provides omnichannel options for customers and prospects to engage with an organisation, utilising their chosen channel. Salesforce has stated that the average customer now leverages ten channels or more channels for their communications with companies and relying on a traditional call centre limits the engagement possibilities and customer satisfaction that a modern contact centre can deliver.
Make the switch to cloud call centre technology
Ready to take advantage of the many benefits offered by a cloud call centre platform? Hoping to cut your IT costs, make your teams more productive, and truly meet your customers’ expectations? Say goodbye to inflexible technology and enjoy the many benefits of our class leading, locally supported, cloud contact centre solution.