Complete guide to digitally transforming your contact centre


Johannesburg, 26 May 2020
Read time 4min 00sec
Bria Solutions illustration
Bria Solutions illustration

The contact centre market is in a dynamic, transformative phase with new methods of communication emerging each day. From delivering enhanced voice experiences to predicting customer behaviours that help control the entire buyer journey, innovative cloud-delivered contact centre services are ushering in new capabilities to boost call centre productivity.

So, how can contact centres utilise these new technologies to support the customer experience? We’ll share a few tips and insights to help you navigate through the complexities of the current contact centre industry landscape.

Get ready to digitally transform your contact centre

For many contact centre business owners, adopting new technology means increased platform development. And this requires multiple annual software upgrades, which in turn increase demands and costs for IT departments who manage on-premises solutions. So, what’s the ideal solution? Cloud and hybrid deployments enable contact centres to access certain features for experience and customer care.

Another major hurdle that call centres are facing today is managing multiple communication channels. As agents shuttle between multiple screens and apps, they are faced with increased communication barriers and reduced productivity. Here’s where implementing a unified communications (UC) solution at your contact centre can help. UC allows you to streamline all your communication activities into a single interface.

Address contact centre challenges with powerful UC tools

To excel in today’s marketplace, agents need to move fluidly from one communication channel to another. They also need to be available to consumers on their time using the channel of their choice. Embracing UC empowers contact centre agents with omnichannel communication capabilities such as team messaging, HD voice and video calling, screen-sharing and a variety of other call-back capabilities. A UC-enabled contact centre boosts your agent’s arsenal of customer interaction tools and ultimately helps improve the customer experience.

It has become critical to find real-time, consolidated information on the state of your communication tools – as delayed stats can delay your responsiveness and affect customer interactions. With UC, you can get access to detailed reports on client usage, network status and more. Consider transitioning from fixed licence pricing to a UC or software as a service (SaaS) solution with on-demand scalability. This will help your business become more flexible and agile. Leverage the business benefits of UC and convert your call centre into an omnichannel contact centre.

Enhance your contact centre efficiencies with various UC deployment solutions

Lots of integrations are available when it comes to deploying a UC solution that can match to your specific call centre needs. Some of the commonly used CRM features such as auto answer, audio/video calling, incoming call alert, forward and transfer calls, call recording can be augmented with collaboration, messaging and analytics. You can also leverage SDKs and APIs from UC vendors to develop a customised solution or integrate calling, messaging and presence within your own application. Some vendors provide comprehensive developer tools and support that accelerates development and deployment of rich communications services or apps.

Check out Bria – the best-in-class UC solution for contact centres

With over 16 years of delivering unified communication applications on a global scale, CounterPath enables organisations to empower their workforce with productivity enhancing tools that streamline calls and optimise customer service flows. The company’s Bria softphones enable high-quality, secure voice and video calling and can be enhanced with messaging, presence, screen sharing, and video conferencing services. CounterPath UC solutions are known for delivering the best user experience while providing reliability, scalability and flexibility that works with any VOIP environment.

CounterPath also offers solutions specific to contact centres, including customisation options for setting and features, including locking the user interface to the system tray, enabling only supervisors to view presence and message agents, and enabling automatic call recording for training and oversight purposes.

If you’re interested in learning more about Bria, solutions can be purchased through our value-added partner, ScopServ Integrated Services or via CounterPath for custom deployments.

ScopServ Integrated Services is the provider of world-class cloud-based contact centre solutions. The core of our operation is ensuring that customer experience is satisfied. We ensure that our solutions are ever evolving with our customer needs. Our offering is backed by our technical expertise, warranties and exceptional after-sales service. We pride ourselves in representing some of the best and leading ICT brands.