Do you already know the 5 key features to start customizing your cloud contact center?

If you are considering modernizing or implementing a contact center in the cloud for your company, from wolkvox we believe that there are 5 features that you should evaluate to ensure that the solution fits your specific needs, and thus have what you need to provide a high quality service.

In this blog, we tell you the benefits and advantages of considering features such as Omnichannel, Artificial Intelligence (AI), Automatic Dialing, Analytics and Integrations when taking the big step of building a custom contact center. These technologies will not only improve the efficiency of your team, but will also elevate the customer experience to new levels.

Omnichannel: Designing unified experiences

Omni-channel refers to the ability to deliver a consistent and unified customer experience across multiple communication channels, be it email, live chat, phone calls, social media, text messaging and even physical points (branches, stores, offices…). In wolkvox you can create strategies that connect multiple service channels and manage them all from a unified desktop. With this functionality you can obtain benefits such as:

• Consistency: Customers can switch channels without losing the thread of the conversation, which improves satisfaction and reduces frustration.
• Accessibility: Allows customers to communicate through their preferred channel, increasing the likelihood of interaction.
• Operational efficiency: Agents can manage all interactions from a single platform, simplifying workflows.

Artificial intelligence: automation and personalization

AI in contact centers has a myriad of uses. Among the main ones are the automation of processes, the personalization of the Customer Journey, real-time assistance for work teams and the automatic collection of data, which provides a 360-degree view of what happened in each interaction, through reports and diagrams. With Artificial Intelligence it is possible:

• Configure bots and virtual assistants that can handle low and medium complexity queries, freeing up time for agents to focus on solving needs that require even more personalized service.
• Understand customer data to deliver tailored interactions, analyze sentiment in real time and identify the precise moment to make contact, for example, by using Big Data. This improves the customer experience and increases brand loyalty.
• Automate repetitive processes by generating automatic summaries of conversations in the voice or chat channel, assist the agent with information always available in real time, adjust their spelling and wording and other processes you could count on in your business by using Mr. Wizard. 

Automatic Dialing: communication efficiency

Automatic dialing includes predictive, progressive and preview dialers that automate the call process, improving agent efficiency. Choose Predictive Dialer when you need dialing speed and to keep your team always connected to your customers. Opt for the Progressive Dialer when your campaigns have a high level of negotiation and when your operation has at least 15 agents. On the other hand, the Preview Dialer is the best ally when you need to know the customer’s profile before contacting them or when you need to connect with frequent customers. Here are some of the advantages offered by this functionality: 

• Increased contactability: Predictive dialers minimize downtime between calls, increasing the number of effective contacts.
• Productivity: Agents focus on conversations instead of dialing, which increases efficiency.
• Personalization: Preview dialers allow agents to review customer information prior to the call, setting up more relevant interactions.

Analytics: Make data-driven decisions

Analytics in contact centers involves the use of data and metrics to evaluate performance and efficiency, as well as for assertive decision making, all within the framework of COPC regulations. It enables the identification of opportunities for improvement and new ways to optimize the customer experience. The big advantage is that data extraction, processing and transformation can be done automatically. In the case of wolkvox, it offers more than 300 historical and real-time reports, dynamic Business Intelligence dashboards and automated quality analysis with Artificial Intelligence. Here are 3 benefits of enabling analytics capabilities for your contact center:

• Performance measurement: Provides key metrics on agent performance and customer satisfaction.
• Process optimization: Identifies areas of improvement in the workflow, enabling adjustments that improve efficiency.
• Innovation: Analyzes customer behavior and preferences to deliver more personalized experiences.

Integrations: connectivity and flexibility

If you use other customer relationship platforms on a daily basis, integrations are an excellent option to connect processes. These allow your contact center in the cloud to connect with other tools such as CRM, ERP and/or marketing systems. We know how important it is to have solutions that allow you to cover 100% of every aspect of your operation and, therefore, you can use more than 500 wolkvox APIs to integrate with the applications you need.

Thus, thanks to the integrations you could: 

• Facilitate the exchange of information between different systems, ensuring that agents have access to relevant and up-to-date data.
• Improve the customer experience by integrating with CRM systems so that your team of agents can access customer history and provide a more personalized service.
• Add new features and tools as business needs evolve.

Implementing these five features in your cloud contact center will not only improve operational efficiency, but also elevate the experience of your teams and end users, increasing retention, satisfaction and loyalty. The combination of omnichannel, artificial intelligence, automated dialing, analytics and integrations creates a robust and flexible solution that adapts to the changing needs of any business. If you’re considering modernizing or starting to set up your contact center, make sure these features are on the priority list – your team and your customers will appreciate it!