How to Better Support Your CCaaS Solution

Dave Paulding argues that implementing innovative Contact Centre as a Service (CCaaS) solutions requires support from committed CX specialists.

In an age when every company will tell you they offer cutting-edge solutions, it is understandably difficult to separate reliable tools from over-hyped promises. What is the key differentiator contact centre managers should look at before making their choice?

Organisations need to offer supportive, long-term partnerships that start in the pre-sales phase and continue long after. Innovative technology should go hand in hand with highly skilled experts that know your industry’s specific needs, understand your challenges and envision your potential.

Dealing with questions, issues and worries increasingly falls on the shoulders of dedicated sales teams.  Indeed, 90% of sales leaders say they collaborate with customer support on a daily or weekly basis, as Zendesk points out.

This should not come as a surprise. Indeed, the dynamism of today’s market demands ongoing appraisals and proactive reactions to changing realities. These goals are only made possible by committed, supportive relationships between CCaaS solutions vendors’ teams and their clients.

Ideal Solutions Based on Specialised Knowledge

Contact centre managers face common challenges, such as migration from legacy platforms and data silos. For example, Forbes reports that just 14% of enterprises make data and analytics broadly accessible to all employees.

However, different sectors often generate unique needs and goals, so specialisation is a prerequisite for any solution provider.

While the financial world is focused on safe and secure communications, retailers are more interested in the shift to phygital commerce and telecommunications providers are concerned with connectivity and remote work capabilities.

Organisations expect industry-focused support provided by experienced personnel who understand the unique obstacles and opportunities they face. Therefore, possessing key insights relevant to specific industries and important to individual companies is a must.

Specialised knowledge should not only affect the solution but the process. Working in concert with contact centre managers, a dedicated strategy should be designed for addressing specific present and future requirements.

Once an appropriate solution is identified, the process is handed over to a delivery team, who will manage the build, run and end stages.

COVID-19 Has Accelerated the Need for Digital Transformations

The COVID-19 pandemic has crystallised for many organisations the need for change. Luckily, today’s contact centre managers understand the potential and power of emerging technologies. Therefore, we can observe an increased interest in:

• Artificial intelligence (AI),
• Intelligent automation (IA),
• Cloud-based technology.

Capgemini reports that, as a result of COVID-19, 77% of customers expect to increase the use of touchless interfaces, with 62% expressing the intention to continue this practice post-COVID.

Dave Paulding

Transformative, cost-effective and efficient, AI, IA and cloud-based solutions are having a profound impact on people and processes as well as attitudes.

Given the huge risks and rewards associated with digital transformations, companies should turn to organisations that understand that disruptive tech must be implemented on a case-by-case basis, which requires in-depth consultations to ensure the best approach (not AI for AI’s sake) is designed.

Highly skilled teams are ideally placed to provide the best technical expertise and competences in real-world applicability that come from an in-depth and comprehensive understanding of a solution.

Author: Guest Author