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[av_heading tag=’h1′ padding=’10’ heading=’Cloud Contact Centers are the Future of Customer Experience: 5 facts to consider’ color=” style=’blockquote modern-quote’ custom_font=” size=” subheading_active=” subheading_size=’15’ custom_class=” admin_preview_bg=” av-desktop-hide=” av-medium-hide=” av-small-hide=” av-mini-hide=” av-medium-font-size-title=” av-small-font-size-title=” av-mini-font-size-title=” av-medium-font-size=” av-small-font-size=” av-mini-font-size=”][/av_heading]
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Unified Communications as a Service (UCaaS) or cloud-based phone systems have been the big news. You can’t throw a rock without hitting an existing or brand new cloud VoIP provider in the market. They’re everywhere! It’s becoming a commodity. How many seats of cloud voice can a provider sell? More importantly, how quickly can providers race to the bottom on price?
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Our prediction is that over the next three years, the fastest growing segment of cloud-based Unified Communications will be in the Contact Center industry. Our team here at Inflow have various discussions on this topic and we all agree with one thing: we all feel that we’re just entering the largest paradigm shift as it pertains to technology and customer experience. Consider these facts:
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[av_icon_box position=’top’ boxed=” icon=’ue812′ font=’entypo-fontello’ title=’Fact #1: The Demand For an Effortless Customer Experience is Growing ‘ link=” linktarget=” linkelement=” font_color=” custom_title=” custom_content=” color=’custom’ custom_bg=’#c9d538′ custom_font=” custom_border=”]
It’s estimated that by the year 2020, 80%+ of business will be based on the client experience, not price. Consumers no longer have a tolerance for waiting on hold, getting dropped, getting transferred around five times, or not being given options for accessing service via other channels like web chat, text, and Social Media. VIP customers will demand priority treatment or they will get it somewhere else.
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[av_icon_box position=’top’ boxed=” icon=’ue812′ font=’entypo-fontello’ title=’Fact #2: The supply for Superior Services is Very Low. ‘ link=” linktarget=” linkelement=” font_color=” custom_title=” custom_content=” color=’custom’ custom_bg=’#c9d538′ custom_font=” custom_border=”]
It’s criminally low. We don’t need statistics to back that up. Just try calling your credit card company to dispute a charge or calling a hotel chain to inquire about business services.
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Basic economics suggests that the large gap between the supply and demand presents a substantial opportunity for companies that want to differentiate themselves by providing innovative, effortless customer experiences. It would be fair to assume that those nimble and eager companies who are successfully adopting cloud services, may stand to decimate their complacent competitors.
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Hence, Contact Center offers the most opportunity to provide an improved, innovative and differentiated customer experience.
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[av_icon_box position=’top’ boxed=” icon=’ue812′ font=’entypo-fontello’ title=’Fact #5: Enterprise-Class Contact Center Technology is Available and Affordable‘ link=” linktarget=” linkelement=” font_color=” custom_title=” custom_content=” color=’custom’ custom_bg=’#c9d538′ custom_font=” custom_border=”]
Never before Enterprise-Class, multi-channel Contact Center technology has been available and AFFORDABLE for the small to mid-sized company. Enter the cloud contact center: prior, companies had to pay large sums to acquire this type of technology. Generally, only larger companies could afford it. However, today more and more companies are seeing the opportunities in their business by moving to the cloud. Furthermore, companies that traditionally didn’t have contact centers are seeing the opportunity and building an Enterprise-Class contact center solution in the cloud.
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At Inflow, we are immersed in contact centers every day, from leading an implementation of contact center technology or helping better align the business strategy with the contact center operations.
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