When wanting to integrate incoming and/or outgoing communications with Salesforce, there are different considerations to make. Going for a Cloud Contact Center solution, or not, may have different reasons. Here are some financial considerations that may influence your decision.
Customers are in constant connection with your company. The customer journey consists of different touch point and different channels. And it's your customer that decides which channels are used! Whether you want to provide better customer experience, or you want to attrackt more younger customers, or for any other reason...it is important to understand the importance of the different touch points. This ensures that you put the right focus on the right channels.
Young adults are used to have a multitude of possibilities to get answers to their questions. Being able to answer customers via different channels becomes more important every day. An omnichannel strategy is required to ensure that you put the right focus on the right channels.
Many companies continue to use their legacy telephony solution to integrate with Salesforce. While connecting a locally installed PABX with the Salesforce cloud works, there are some downsides to this. A Cloud Contact Center solution helps to get the right Computer Telephony Integration (CTI) and to let your sales and service teams work optimally!
Companies that outsource (part of) their support teams, often have difficulties to keep a complete overview.
We have seen companies that outsource part of the voice communications. This led to distributed reporting, even more when multiple outsource partners are used. With introduction of additional, mostly written, support channels, even more management is needed to get a consolidated view and reporting.