Webex Contact Center stands out among CCaaS technologies in 2023 (Gartner)
Contact center transformation is crucial to delivering exceptional service to customers. Consumer demands today are so high that companies are under pressure to provide experiences that are agile, efficient, and much more personalized.
In fact, according to the Zendesk 2023 CX Trends Report, 70% of consumers spend more with companies that deliver seamless, personalized, and satisfying customer experiences. Likewise, as stated in the same report, 60% of consumers have purchased something from one brand over another based on the service they expect to receive.
Now, creating interactions with customers that enhance trust and satisfaction requires implementing state-of-the-art contact centers that work from the cloud, incorporate tools based on artificial intelligence, and provide advanced cybercrime protection systems as well as other advantages.
This type of intelligent contact center is offered on the market under a CCaaS model. A business service that consolidates customer service tasks, avoids the use of physical infrastructure and provides for use-based payment.
For Gartner, a contact center as a service (CCaaS) is a solution that manages multichannel interactions between consumers and service agents, and integrates SaaS applications that extend functionality and ensure business profitability. According to the consulting firm’s estimates, the CCaaS market will continue to expand at a double-digit rate in the coming years, driven by greater interest in enhancing the user experience and access to new functionalities provided by automations and artificial intelligence.
Gartner goes on to tell that the technologies that are leading the in 2023 are: Genesys, NICE, Amazon Web Services (AWS), Five9, Content Guru, Talkdesk and Webex Contact Center, as well as other tools.
Benefits of implementing a Contact Center as a Service like Webex Contact Center
Implementing Contact Center as a Service (CCaaS) in an organization significantly improves operational efficiency and unifies all customer service activities in one tool. In addition, it extends further benefits:
- Scalability. The possibility of adapting customer service operations based on fluctuations in demand. This allows resources to be added quickly during demand peaks and guarantee fast and quality services.
- Flexibility. With CCaaS implementation, customer service agents can access the platform from anywhere with an Internet access. This simplifies remote working and ensures that service can continue without interruption even in unforeseen situations.
- Cost reduction. As a cloud-based service, the use of CCaaS does not require investment in hardware and provides for a pay-per-use model. It also requires fewer IT staff and offers less downtime.
- User experience optimization. A CCaaS provides for integrating advanced data analysis tools, artificial intelligence, chatbots, and other innovative solutions that facilitate a deep understanding of customer needs and the identification of new opportunities.
- Automatic updates. By contracting with CCaaS, business leaders leave the maintenance and updating of infrastructure, software and security in the hands of specialists. This involves transferring certain risks and responsibilities to the CCaaS provider.
- Access to customer history. Synchronizing a CCaaS with a Customer Relationship Management (CRM) tool makes it possible to obtain a complete history of your interactions with customers, their preferences, their past purchases, as well as any other relevant information. This is ideal to avoid repeating questions and improve consistency in communication.
- Centralized management. With the help of a CCaaS, agents can manage all interactions from a single platform, facilitating seamless transition between different channels. This reduces operational complexity and enhances efficiency.
- Multiple options for customers. CCaaS offers flexibility to customers by allowing them to choose the channel they prefer to interact with the company. This may include options such as online chat, phone calls, text messages, or social media, tailored to individual customer preferences.
How to implement a CCaaS solution?
When a company decides to implement a CCaaS, it is essential to conduct a thorough assessment of the company’s specific needs and challenges. As well as carefully research and choose the most suitable supplier.
At Ikusi, we are versed in implementing CCaaS based on one of the leading solutions on the market: Webex Contact Center. Created by Cisco, this technology serves as a contact center that works in the cloud, offers exceptional customer service experiences, and improves operational efficiency through applications that are customized to the needs of each organization.
Likewise, Webex Contact Center deploys a flexible and simplified interface so that agents can streamline their tasks and have complete visibility of the interactions carried out with customers. If you want to know how Webex Contact Center implemented by Ikusi works, be sure to visit https://testing.xplaye.com/ikusi2/en/products/contact-center/