• We discuss 7 ways Cloud Voice & Collaboration can make everyone’s job easier without breaking the bank. 

• An additional benefit of Unified Communication as a Service is the built-in telework capability that can reduce staff turnover, lower overhead and boost productivity.

• Surveys show customers want more human interaction, not less. Companies that focus on empowering their workforce with better tools can deliver the stellar Customer Experience we all strive to offer. 

• Documenting calls can save hours of wasted time, enable targeted feedback that will improve customer interactions, and ensure you meet compliance requirements.

• And if managing your own data center is becoming too expensive and burdensome for your IT staff, it might be time to consider sourcing it as a service.

• Create an engaged workforce by investing in more self-serve and automation options for customer service. By using chatbots, for example, to answer routine questions, customers can resolve issues on their own more quickly. Employees are then free to focus on the more unique and challenging customer interactions where their performance can add real value to the relationship.

• Empower your workforce. Frontline employees know first-hand what irks your customers. Yet, many companies fail to tap this vital source of business intelligence. One way to fix this problem is to empower employees to suggest process improvements. As they become more invested in making customers happy, they’ll become more engaged and welcome opportunities to use their skills and creativity to solve problems and stretch further.

• Provide tools that help employees succeed. Contact center agents usually bear the brunt of customer ire. And they get hit with a double whammy: Agents who can’t solve a customer issue on the first call find themselves on the wrong foot with the customer and their supervisor. To change this situation, an agent can deliver a more personalized and human interaction when CRM data is integrated with the communications solution.

• Make collaboration easy by reorganizing the workplace to enable employees to collaborate on demand. They’ll not only be more productive, they’ll have the tools to build stronger internal working relationships with each other and with remote colleagues. Tools like web chat or video conferencing make the distance between home and office disappear.

• Invest in training by incorporating tools such as personalization and self-service into internal portals and dashboards. Making it easy to access knowledge bases and subject matter experts will improve employees’ interactions with clients.

• Information Exchange - Share information quickly, seamlessly and securely without the need to transcribe. You decide whether you need to monitor all calls or record on demand.

• Risk Management - Record telephone interactions to reduce the risk and ramifications of miscommunication with customers. Examples include improperly filed insurance claims, business to business purchasing, perishable goods orders, and financial transactions.

• Dispute Resolution - Sort through “he said, she said” customer disputes, adhere to industry best practices, and ensure compliance with government regulations.

• Employee Development - Complement training programs and enhance employee skill-sets through the systematic review and evaluation of vital business communications functions, including sales, customer service, and collections.

• Crashes and unreliable backups

• Viruses, hackers, and network intrusions

• Unpredictable service outages

• Costly equipment room expansions

• Reliability - All data centers are equipped with full UPS-protected power and system redundancy for continuous uptime.

• Power Density - With robust heating, ventilation and air conditioning (HVAC) systems, data centers exceed the requirements of even the most power-hungry deployments.

• Security - Each data center utilizes an array of security equipment, techniques and procedures to control, monitor, and record access to the facility, including individual cages.

• Recovery - There’s always room for system expansion and extra storage space when you need it. You get 24-hour access to qualified technical support, enabling you to maintain your mission-critical operations and systems under any circumstance.

• Cost Savings - You get up-to-date infrastructure and access to cloud providers and carrier services, often at a lower cost than keeping your data center in-house.