Like a call center, a contact center is a platform designed to enable and facilitate communication between customers and businesses. While call centers only handle calls, contact centers handle communications across multiple platforms like live chat, email, support, SMS, and phone calls.
While a call center may be enough for a small business, businesses aiming for expansion must have a contact center to provide customers with different modes of communication and unify data to get a complete understanding of the customer experience. A contact center enterprise solution can help you do just that.
What is a Contact Center Enterprise?
A contact center enterprise is a solution that allows businesses to improve their processes and efficiency.
A hosted contact center enterprise offers businesses to include capabilities like social media messaging, web collaboration, and real-time chat. The multichannel approach ensures customers have different ways to reach companies and offers them flexibility. Another benefit of contact centers is seeing the data from these channels helps companies understand the customer journey. A contact center enterprise solution ensures that when a customer calls, the attendant has access to that customer’s journey across various channels and can use it to improve the calling experience.
Along with providing management across various channels, a contact center enterprise also provides tools for managing teams and processes. The ultimate goal of the contact center enterprise solution is to fully equip businesses to provide customers with an engaging process when they reach out to the company in any way.
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What are the Best Contact Center Enterprise Features?
Now let us discuss the features that make a contact center enterprise solution stand out. The ultimate purpose of a contact center enterprise solution is to create better customer experiences, so the best features it can offer should be the ones that play a role in achieving this purpose. A good contact center enterprise solution usually has the following features:
- Automatic call distribution (ACD)
- Interactive voice response (IVR)
- Omnichannel support
- VoIP integration
- CRM integration
- Speech analytics software integration
- Quality assurance software integration
- Workforce management software integration
- Queue management software integration
- Call management, placement, and monitoring features
- Digital interaction support in multiple channels
Some examples of sound contact center enterprise systems include TalkDesk, NICE CXone, Genesys Cloud CX, Aircall, Gladly, UJET, Five9, CloudTalk, and Ameyo. Which of these contact center enterprise solutions will work best for your organization depends on which features you value the most and your organization’s needs.
Contact Center Enterprise: The Pros
The expectations of customers from businesses have only increased over time, leading to the rise of solutions such as contact center enterprise systems. Comparing enterprise contact center solutions can help you choose the best features and tools. Following are some of the best features and benefits of contact center enterprise solutions:
A cloud-based remote contact center enterprise makes managing customer relationships easier. Contact center enterprise solutions enable self-service. Customers don’t have to wait for a representative to reach out. Instead, the chatbot can respond to them. Automated messaging made possible using words can satisfy the customer most of the time unless the query is too complicated or hard to explain.
Better Interactive Voice Response
The Interactive Voice Response solutions or IVR used by contact center enterprise systems are designed to predict caller intent. When the system indicates the caller’s plan, the call can be directed to the relevant customer services representative, saving time for both the caller and the representative in a VoIP contact center.
Comprehensive Customer Profiles
As a contact center enterprise solution that supports different channels like social media, chat, SMS, email, as well as calls, it can gather many data about a customer’s journey at various touchpoints. Organizations can then use this data to create better customer experiences. A contact center enterprise solution can be a business growth tool for organizations.
Contact Center Enterprise: The Cons
As convenient as a cloud-based contact center or call center enterprise solution can be, it also has some cons. Using a cloud-based contact center enterprise solution can face issues like brand cohesion, insufficient product knowledge, divided loyalty among clients, and risky quality control.
Moreover, the price of such solutions can also be very high, and you might find yourself stuck in a contract that is hard to get out of. Due to these reasons, it is essential that when you set out to get a contact center enterprise solution, you take a close look at what you are getting yourself into.
The best customer service contact centers provide you with a good return on investments and predict your ROI on getting a contact center enterprise solution for your organization.
How to Choose the Best Contact Center for Enterprise
Choosing a good contact center enterprise solution can be crucial for your business, especially if you plan to leverage the advantages of contact center workforce automation. It is important to remember that the best contact center enterprise solution is not the one that costs less or the one that has the most features. The best contact center enterprise solution for you is the one that suits the needs of your organization well.
When looking for a contact center enterprise solution, list the features that hold the most value. Then look for the contact center enterprise solutions available in the market and see which one offers the parts you need. Once you have shortlisted a few contact center enterprise solutions that provide the features you need, compare the best contact center prices. Be careful about any contracts and hidden fees. The best contact center enterprise solution for you will be the one that provides the features and services you want at a price you can afford.