Cloud contact centre

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.

Call centre technology refers to the various tools and systems used by call centre staff to manage customer interactions. This can include everything from telephone and computer systems to software that helps agents keep track of customer details and call records.

The right call centre technology improves efficiency and productivity while providing a better customer experience. By choosing the right tools and systems, call centres can improve their operations in several ways.

In the early days of call centres, agents would use a simple phone system to answer calls and transfer them to the appropriate department. It was difficult to keep track of calls and provide efficient service.

However, technology has come a long way since then. Call centres now use sophisticated phone systems that automatically route calls to the right agent, track call times, and manage long queues.

Call centres also use other types of technology, such as live chat and email, to provide better service on the customer’s terms. As a result, many call centres have evolved into contact centres.

Contact Centre as a Service (CCaaS) is a cloud-based solution that enables businesses to outsource their customer contact centre operations. It provides an end-to-end solution for managing customer interactions, from inbound and outbound call handling to omnichannel customer support. 

Artificial Intelligence (AI) is increasingly used in contact centres to automate tasks such as routing calls, handling web chats and offering insights.

Workforce optimisation and management use data and analytics to manage a contact centre’s workforce to improve performance and meet customer demand. It includes workforce planning, quality management and performance management.

Omnichannel platforms provide customers and agents with a seamless experience regardless of how or where they reach out. The goal of an omnichannel approach is to create a cohesive customer journey that meets the needs of today’s consumers, who are used to connecting with brands on their terms. 

Business intelligence and analytics help contact centres to predict future customer behaviour and needs. By understanding trends in customer behaviour, contact centres can make decisions about allocating resources, improving customer service, and resolving issues more effectively.