10 Ways An Integrated UC + CC Platform Optimizes Customer Experience
Discover 10 ways an integrated uc + cc platform optimizes customer experience. From Streamlined Interactions to Personalized Support, Revolutionize Your Business Today.
Author:Suleman ShahReviewer:Han JuFeb 23, 20241.9K Shares76.2K Views
Irwin Lazar, President and Principal Analyst at Metrigy, made the following prediction in a recent industry analyst perspective: by 2030, over 75% of businesses would adopt UCaaS (Unified Communications as a Service) for their messaging, calling, and meetings. According to Lazar, the possibility to combine UCaaS and Contact Center-as-a-Service (CCaaS) and get both from a single supplier is one of the factors driving use of UCaaS.
Similar to UCaaS, CCaaS enables businesses to get the cloud-based services they require at a low upfront cost through subscription licensing. According to Metrigy study, 22% of businesses that switch telecom providers do so in order to get an integrated UC and CC platform, according to Lazar.
When committing to a platform approach, however, expenses are not the only item that are optimized. Customer experience is arguably one of the most crucial components of an optimized business (CX).
10 Proven Ways
1. Cuts Down On App Switching
Studies on workplace efficiency reveal that integrating cloud-native contact center, voice, team chat, meetings, and even Communications Platform as a Service (CPaaS) capabilities (like with 8x8's eXperience Communications Platform) greatly reduces app switching, a major source of annoyance for both employees and agents.
According to a recent LinkedIn survey, 21% of participants stated they use five or more UC/CC apps, compared to 49% who said they use two to four.
2. Boosts Output
According to Metrigy study, successful firms see a 23% increase in efficiency when they use an integrated UC and CC platform. This is because agents are able to interact internally and serve customers more effectively, which lowers irritation and boosts job satisfaction.
3. Encourages Hybrid And Remote Work
The ability for staff members and agents to use the same tool and have the same contact center experience whether they're at work, home, on the road, or on a mobile device may not seem like a natural fit for customer experience optimization, but it actually promotes quicker and more reliable customer engagement. Additionally, it produces contented agents, which results in contented clients.
4. Encourages Teamwork
Collaboration within and between departments is encouraged when staff members and agents can readily interact and communicate with one another as well as with supervisors in the setting that suits them best (for instance, some people prefer video meetings, while othersprefer messaging).
5. Quickens The Resolving Process
Contact center agents may quickly and easily contact organizational subject matter experts to help answer customers' queries and handle issues by using the same communications technologies as the rest of the office. This is a major victory for EX and CX. According to Metrigy study, when a firm has an integrated platform, customer satisfaction scores often improve by 27%.
6. Makes Most Of Insights
Shared analytics throughout the company reveal what customers are talking about in addition to how well customer service is performing. This allows businesses to be proactive in addressing customer experience in real time or over time, or to make adjustments to improve it. By using a platform approach, an organization can avoid gathering and analyzing data from multiple sources and instead obtain analytics and insights from a single source of truth.
7. Makes Shared CX Accountability Possible
The trend of shared accountability for the customer experience is growing. With a platform strategy, the entire company has access to shared tools and capabilities that can greatly help sales, such as knowing and communicating the sentiment and pain points of the present customer base as well as what the customer base is interested in for potential cross-sell and up-sell opportunities.
8. Makes Integrations Better
Seamless omnichannel support, customers can easily switch between communication channels (voice, email, chat) within the same interaction, improving convenience and satisfaction. Improved Agent Efficiency, agents have access to a unified view of customer information and history, enabling faster and more personalized service. Streamlined workflows, automated routing and self-service options reduce wait times and frustration for customers.
Enhanced collaboration, integration between different departments allows for quicker resolution of complex issues. Real-time performance monitoring, analytics and reporting provide insights into customer trends and agent performance, helping to identify and address areas for improvement.
9. UC Improves Communication
You have more alternatives when it comes to talking with your customers thanks to UC platforms and solutions. You will be able to communicate with them without depending just on emails or phone calls. As an alternative, you can use social media, chatbots, and other platforms that greatly enhance customer support.
With the help of collaborative tools like video conferencing, your staff can guide clients through potential answers to their questions. As a result, clients will believe that you actually care about them, strengthening their bonds with your company. Putting the needs of the customer first is the cornerstone of excellent customer service.
You ought to consistently give customers a satisfying experience in all of your communications with them. This entails providing precise information as soon as you can, regardless of how and when they get in touch with you.
Upgrade to Essential Tech's Unified Communications solutions if you wish to communicate with your clients effectively. To arrange a free 30-minute meeting with our specialists and discover more about our UC solutions, get in touch with us.
10. UC Wideband Delivers Better Audio Quality
In comparison to traditional telephony, the most recent technological innovations associated with UC improve the voice quality of customer care representatives. A sharper, clearer, and more lifelike speech quality is achieved with HD voice. The customer and agent may communicate clearly because to UC wideband.
Communication clarity is increased by wideband systems' amazing fidelity in transmitting rich audio via digital networks.Improved clarity reduces the likelihood of misunderstandings by eliminating the need for consumers and agents to repeat information. According to Jabra research, 82% of customers value the sense of clarity and connection that comes from speaking with customer support representatives over the phone.
What Are Some Popular Integrated UC + CC Platforms?
The landscape of integrated UC + CC platforms is vast, with different options catering to diverse needs and budgets. Here are some popular platforms to consider, categorized by their key strengths:
Leaders In Market Share
- Microsoft Teams with Dynamics 365 Customer Service - Offers deep integration with Microsoft Office suite, robust security, and wide adoption within organizations already using Microsoft products.
- Zoom Contact Center -Zoom Contact Center, known for user-friendly interface, scalability, and strong video conferencing capabilities.
- Cisco Webex Contact Center -Cisco Webex Contact Center ,provides extensive customization options, strong security features, and a mature platform for large-scale deployments.
Cloud-Based Solutions
- Genesys Cloud CX - Genesys Cloud CX, highly scalable and adaptable cloud solution with AI-powered features and omnichannel capabilities.
- Five9 - Five9,focuses on agent productivity with features like gamification and real-time performance dashboards.
- Twilio Flex - Twilio Flex, offers a flexible API-driven platform for developers to customize and build upon.
Value-Driven Options
- RingCentral Contact Center -RingCentral Contact Center, cost-effective solution with essential features and easy setup, ideal for small and medium-sized businesses.
- NICE CXone -NICE CXone,offers a comprehensive platform with AI-powered features and integrations with various CRM systems.
- 8x8 Contact Center -8x8 Contact Center, provides omnichannel communication capabilities and a focus on customer journey analytics.
Industry-Specific Solutions
- Salesforce Service Cloud -Salesforce Service Cloud, Integrates seamlessly with Salesforce CRM, ideal for customer service teams already using Salesforce.
- Zendesk Sunshine -Zendesk Sunshine , offers a flexible platform with pre-built connectors for various industry-specific applications.
- Freshdesk Contact Center -Freshdesk Contact Center,focuses on ease of use and affordability, suitable for startups and small businesses.
Choosing the Right Platform
The "best" platform depends on your specific needs and priorities. Consider factors like:
- Your industry and business size.
- Existing IT infrastructure and budget.
- Desired features and functionalities.
- Scalability and future needs.
- Security and compliance requirements.
How Can I Measure The Impact Of An Integrated Platform On Customer Experience?
Measuring the impact of an integrated UC + CC platform on customer experience requires a multi-faceted approach, focusing on both qualitative and quantitative data. Here are some key metrics and methods to consider:
Customer Satisfaction Score (CSAT) -Conduct regular surveys to gauge customer satisfaction with their experience, track changes over time, and identify areas for improvement.
Net Promoter Score (NPS) - Measure customer loyalty and willingness to recommend your company based on their experience.
Social media sentiment analysis -Monitor online conversations and reviews to understand customer perception and identify potential issues.
Customer feedback analysis -Analyze feedback from various sources like surveys, live chat transcripts, and email exchanges to identify recurring themes and pain points.
First Contact Resolution (FCR) rate - Track the percentage of customer issues resolved during the first interaction, indicating efficiency and customer satisfaction.
Average Handling Time (AHT) -Measure the average time spent resolving customer inquiries, identifying areas for improvement in agent efficiency and training needs.
Self-service adoption rate -Monitor the usage of self-service options like FAQs and knowledge bases to assess their effectiveness in deflecting calls and reducing agent workload.
Agent productivity metrics -Track key performance indicators (KPIs) like number of calls handled, average call duration, and after-call work time to assess agent efficiency and identify areas for improvement.
Customer lifetime value (CLTV) -Track the average revenue generated by a customer over their relationship with the company to assess the platform's impact on customer retention and loyalty.
Sales conversion rates - Measure the impact of improved customer engagement on sales conversions, particularly if the platform facilitates personalized interactions or product recommendations.
Brand reputation -Monitor online reviews and brand mentions to understand the platform's impact on your overall brand image and customer perception.
FAQ's About 10 Ways An Integrated UC + CC Platform Optimizes Customer Experience
What Is Cisco Unified Communications UC And How Does It Integrate With VoIP?
Software that supports both asynchronous and real-time communications (RTC), like voice over IP (VoIP), can be integrated more easily thanks to UC technology. This allows users to have constant access to all necessary tools in a unified environment from anywhere in the world.
What Is UC Platforms?
Devices, software, and services known as unified communications (UC) products offer and integrate a variety of business communication channels, including audio, video, voicemail, team and personal messaging, and content sharing.
What Is The Difference Between UC And MS Platforms?
The sole distinction is that Microsoft (MS) headsets work particularly well with Microsoft Teams. They are especially certified for Microsoft Teams, which is why they go by the moniker "MS certified." When it comes to Zoom, Skype, and other video conferencing systems, an MS headset provides the same plug and play convenience as a UC headset.
Conclusion
The integration of Unified Communications (UC) and Contact Center (CC) platforms offers a multifaceted approach to enhancing customer experience in today's dynamic business landscape. By leveraging this powerful combination, organizations can streamline communication channels, empower agents with comprehensive customer insights, and ultimately deliver exceptional service tailored to individual needs.
From reducing response times and improving first-call resolution rates to fostering collaboration and enhancing agent productivity, the benefits are manifold. Furthermore, the seamless integration of UC and CC platforms enables businesses to stay agile and responsive, adapting quickly to changing customer demands and market trends.
Suleman Shah
Author
Suleman Shah is a researcher and freelance writer. As a researcher, he has worked with MNS University of Agriculture, Multan (Pakistan) and Texas A & M University (USA). He regularly writes science articles and blogs for science news website immersse.com and open access publishers OA Publishing London and Scientific Times. He loves to keep himself updated on scientific developments and convert these developments into everyday language to update the readers about the developments in the scientific era. His primary research focus is Plant sciences, and he contributed to this field by publishing his research in scientific journals and presenting his work at many Conferences.
Shah graduated from the University of Agriculture Faisalabad (Pakistan) and started his professional carrier with Jaffer Agro Services and later with the Agriculture Department of the Government of Pakistan. His research interest compelled and attracted him to proceed with his carrier in Plant sciences research. So, he started his Ph.D. in Soil Science at MNS University of Agriculture Multan (Pakistan). Later, he started working as a visiting scholar with Texas A&M University (USA).
Shah’s experience with big Open Excess publishers like Springers, Frontiers, MDPI, etc., testified to his belief in Open Access as a barrier-removing mechanism between researchers and the readers of their research. Shah believes that Open Access is revolutionizing the publication process and benefitting research in all fields.
Han Ju
Reviewer
Hello! I'm Han Ju, the heart behind World Wide Journals. My life is a unique tapestry woven from the threads of news, spirituality, and science, enriched by melodies from my guitar. Raised amidst tales of the ancient and the arcane, I developed a keen eye for the stories that truly matter. Through my work, I seek to bridge the seen with the unseen, marrying the rigor of science with the depth of spirituality.
Each article at World Wide Journals is a piece of this ongoing quest, blending analysis with personal reflection. Whether exploring quantum frontiers or strumming chords under the stars, my aim is to inspire and provoke thought, inviting you into a world where every discovery is a note in the grand symphony of existence.
Welcome aboard this journey of insight and exploration, where curiosity leads and music guides.
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