Some companies were born into the cloud and, since inception, have shown phenomenal success, think Airbnb. Others, from older established companies to new growing businesses, are eagerly witnessing the opportunities cloud presents both to them and their customers, and are following suit.
This migration is leading to the massive growth and development of customer engagement tools in the cloud - and the silver linings are shimmering brightly.
But, what exactly are the capabilities that are critical to the success of a true customer engagement centre in the cloud?
In her blog, Customer Engagement Centre Capabilities: What's Possible Now in the Cloud, Chris O'Brien, digital content manager at our software partner, Aspect, lists the following seven decisive factors:
- Omni-channel and service intelligence: One of customers' biggest complaints about customer service is being asked over and over for the same information. A consistent and seamless cross-channel experience helps turn routine interactions into strong customer connections.
- Self-service: More than ever, consumers are showing a strong preference for finding their own answers and resolving their own problems. Providing the self-service options consumers want leaves them feeling more satisfied with the outcome and more likely to do business with you again.
- Proactive outreach: We live in an age of information, and today's consumers are highly selective about when and how they want to be kept informed. Proactively sending timely, personalised communications can deliver the information consumers need, when they need it.
- Process and people optimisation: Your agents are your greatest asset. Make the most of their time and ensure higher quality customer interactions, all at a lower operating cost.
- Agent empowerment: Happier agents mean happier customers. Agents who have the right tools for the job and feel empowered by intuitive, modern technologies are able to deliver better customer experiences.
- Reporting and analytics: Your data is only as useful as your ability to analyse it. With advanced reporting and analytics, businesses can extract valuable metrics that serve as decision-points for improvements in operational efficiency and service strategies.
- Continuous delivery: A key advantage of any software-as-a-service solution is that it ensures your business always has the most current rollouts of new features. 100% cloud with continuous delivery in AWS eliminates the headache of disruptive updates.
Cloud computing can most certainly improve your customer engagement efforts dramatically if done correctly. While the customer sees some advantages in the cloud, many others remain hidden, but benefit the customer directly by offering a positive experience as the entire business spectrum is improved. The best part is that technology innovation has enabled cloud customer engagement solutions to now be within reach for all - from growing businesses to larger companies. Access to this technology is a game changer for businesses and Ocular Technologies will be thrilled to demonstrate this to you!
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