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Is a cloud contact center right for your organisation

How to decide if a cloud contact center is right for you - part 2

In our previous post, we already discussed some financial reasons to go for a Cloud Contact Center solution or not.  In this post we look deeper to possible functional reasons.

One team in one location or a virtual support team across different locations?

When all support people work in one location, an on-premise communication platform allows to have all employees on the same platform.  The whole company, not only the support team, may benefit from the single communication platform.

Contact center agentBut this is not the case in most companies.  Most of the time, there are different locations and people (may) work in different locations on different days.  Or people work from home.

In this case, having a communication platform in the cloud, helps creating one big virtual support team.  The Cloud Contact Center solution ensures that incoming questions are routed to the most suited agent.  This takes into account the skills that have been defined, eg language, product knowledge, etc. But the Cloud Contact Center solution may also be configured to take Public Holidays or opening hours into account.  So if a service center has longer opening hours than another one, then incoming questions may be dynamically routed to agents in the center that is still open.

Work flexibility

As already mentioned above, the Cloud Contact Center solution allows to route questions in a flexible way to the right agent.  But it also creates flexibility for the agents themselves.  Cloud Contact Center solutions mostly allow letting the agent configure where they answer the call.  So the agent may configure that a call will be answered on the office phone, on the fixed phone at home or even on a mobile device.

Voice only or omni-channel

In many projects it shows that companies still focus heavily on incoming calls and e-mail.  Other channels like web forms, social media integration, etc are often not in the picture yet.

Also read

But looking at what comes...we all know that we will have to include more support channels.  Then the question may arise how you will integrate different channels in your organisation.  There is the (people) change management that you will have to look into.  But also on functional side there are some decisions to be taken.

Many on-premise communication platforms expect to manage questions via different channels.  But, also Salesforce includes functionalities to handle different communication channels - except voice.  How to ensure that you use the best configuration for your company?  How to ensure that you have the most flexible implementation?  And how to stay in line with the out-of-the-box functionalities, and not to go towards a fully customised implementation?

Reporting

Being able to report on a combination of communication data and CRM data is very important these days.  If you're able to do this across the different support channels that you manage, this becomes a strong competitive advantage for your organisation.  It allows you to further analyse data, which allows you to constantly optimise your support organisation.

 

This is the second post in a series of 3. Our previous post was on financial considerations, the third post will look into some technical items.

 

Do you consider implementing telephony and/or omni-channel communications with Salesforce?  But you need guidance on defining the business case, solution architecture or project planning?  Then get in touch to see how we may assist you.