Contact Center technology is NOT just for call centers. It can be designed for small, medium, and large businesses who interact directly with customers, via voice or digital communication. And it's forecasted to grow at 18% over the next several years. There must be something good going on here.
Your customers expect options. They desire the products they want and the flexibility to engage with you in their preferred manner. Moreover, there are now many effective channels for direct or digital communication.
Talking to an employee: During working hours and requiring a live person to pick up the phone and engage them directly.
Talking with a voice bot: “always available” and virtually infinite amounts of calls can be handled at the same time. With human-like voice conversations and many selections to help callers get the answers they are looking for without needing to speak with a live person.
Texting: Being able to send messages to your offices or employees to allow for a text conversation answering most questions. Some platforms can provide suggestive answers for quality control.
Chatbot: Communicating 24/7/365 with predetermined answers and helping address common questions.
Consider the Abundance of Communication Options
The array of communication channels is vast, and numerous providers offer solutions to meet your needs. Surprisingly, the costs associated with these options can be more budget-friendly than you might imagine.
Unlock Efficiency with a Single License
By leveraging a single license, you can efficiently direct a substantial volume of customer interactions to either live or virtual agents, providing consistent and effective engagements to improve your customer experience. Additionally, you’ll receive robust reports covering metrics like total calls, abandonment rates, service levels, and overall customer satisfaction.
Time for an Upgrade?
Now might be the ideal moment to evaluate your communication platform with customers. Our team can assist you in exploring cost-effective alternatives that offer even more features than your current setup. Reach out to us, and let’s determine if this strategic shift is right for your organization!
