The Role of Contact Center in UCaaS Platforms:Must-Have Tools and Features to Embrace in Your Business


Business communications are currently moving to the cloud at an expedited rate. While this trend was already developing quickly, the sudden necessity of remote work tools (in the wake of the COVID-19 pandemic) has only quickened an already fast-moving trend to leverage the cloud for secure, robust company collaborations. 

Rather than investing in separate software solutions (like VoIP, Video Conferencing, Contact Center, and CRM) to set up full-scope business cloud communications, more companies are choosing to go for a fully integrated, all-inclusive suite of Unified Communication as a Service (UCaaS) tools.

Piecing your communication tools together through integrations is quite possible, but the all-in-one options offered in UCaaS systems can bring about substantial benefits to your service, communications, and support through improved usability and functionality and increased cost-savings.

Contact Center tools play a large role in not only servicing your customers effectively and efficiently, but also in streamlining your business communication and simplifying your operations with a centralized set of tools and reports. 

Centralized Customer Communications and Data

One of the biggest advantages of using a UCaaS system is centralized communication and organized customer data. All of your communication tools are available in one system, so you can interact with clients and customers via email, phone, video, or chat without toggling between multiple software programs. 

You can also track all of your customer interactions so that each time you interact with a customer, you have a history of their support conversations and details at hand. This helps streamline customer service interactions and reduces the time needed to handle escalations or serve returning customers with speed and familiarity. 

In addition to having a system that contains all the details and interactions your business has with a customer, UCaaS also offer advanced reporting tools that help you glean insights from all the data you’re collecting as your support teams serve your customers. Analytics tools can help reveal patterns and insights into your customer’s behaviors and patterns. This kind of analysis of contact center data will help you understand your customers on a deeper level, so you can not only serve them more efficiently, but also pinpoint their motivations and learn how to keep them loyal to your brand over the long-term. 

Omni-Channel Communication and Customer Service Integrations

By implementing omni-channel capabilities in your contact center, you can provide more communication methods for customers and improve your internal support team efficiency in a centralized communication portal. 

Omni-channel support creates a more streamlined experience for your customers, and reduces the chance they’ll have to repeat their request to multiple agents as they navigate their way through your support. The fully integrated system will create an interaction history that contains all the conversations a customer has had with your support team, across all communication channels like email, phone, chat, and social. 

Social Support Tools

Social media is quickly becoming a hot spot for customer support, and your company has a unique opportunity to differentiate your products and services through responsive, helpful support on social channels. In addition to providing support quickly and efficiently (where customers are already spending a bulk of their time online), you also have an opportunity to boost your branding and market your business by showcasing your care for others following your social presence.

Integrating your social channels and your UCaaS solution will help you keep track of valuable data gathered from social support interactions and give you deeper insights into how you can improve your support and leverage your social channels for a blended approach to support and marketing in one. 

Dynamic Call Routing Workflows

Modern UCaaS solutions provide you with options for creating highly personalized workflows and customized call routing. By gathering and analyzing important customer data and preferences from your contact center, you can create a more personalized experience for your customers and leave them with the feeling that you’ve not only met their expectations, but anticipated their needs as well. 

Call Recording and Quality Monitoring 

The quality of your customer service is explicitly related to your longevity as a business. You must have caring, helpful agents who love to serve others and give them all the tools they need to be successful in their role as customer care representatives and ambassadors of your brand. 

UCaaS systems provides an array of tools for measuring and improving the quality of care that your teams are providing to your customers. You can record calls or monitor them live to ensure quality and use as training and coaching for agents, and use the information you gather to constantly improve upon your quality of service. 

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