CCaaS & Customer Experience - Bluewave Technology Group

What is Customer Experience?

You have heard all the buzz words – AI, IVA, CX, WFM – and more. But how do you know what to look for in a hosted contact center solution? The contact center space is crowded and confusing with over 150 vendors offering a myriad of solutions at varying price points. Let Bluewave help make sense by managing the process, providers, and implementation.

Customer experience is everything these days. 80% of customers say customer experience is as important as the product. The shift to digital is creating a gap in the customer experience and the way an enterprise serves their customers. When a consumer calls into a call center or contact center, they want quick, seamless, first call resolution. They want their issue resolved the first time. They want less wait times and fewer transfers. They want you to know who they are and what they are calling about. And even more, they want to serve themselves – to find an answer and resolve the issue on their own without a lot of hassle. Per Gartner, more than 70% of consumers will try self-service options when available.

And your agents want a seamless experience also – access to data, better workflows, efficient tools and tech to guide the transaction. Whether your employees are in the office or working remotely, they need the right tools to best serve your customers. And for enterprises today, 93% of your customers are likely to make a repeat purchase after an excellent customer experience event. Prepare your agents, implement self-service options, create efficient processes and workflows, optimize the customer journey, and you will reap the benefits of more satisfied customers and drive higher revenue. Simply, make it easy for your customers to do business with you.

What is a Contact Center?

A contact center is a place or department where customer service reps handle consumer requests, questions, and concerns. The best contact centers are designed with the customer experience in mind. Gone are the days of legacy on-premises contact center systems that are difficult to upgrade, expensive to maintain, require complex integrations, and have limited functionality. Cloud contact centers, also known as CCaaS, are here to stay, and your customer service reps will be able to assist clients from anywhere in the world.

What is CCaaS?

Contact Center as a Service (CCaaS) has reinvented customer care and changed consumers’ expectations. In every industry, organizations are shifting to preferred channels of communication, such as web chat, email, and SMS. Not only do you get a 360-degree view of your customer, but your agents will also have all of that information at their fingertips and be ready to support your customers with the best experience, regardless of the communication channel.

Delivered in the cloud, CCaaS provides robust communication channels, data, and analytics to continuously enhance the customer experience and empower your agents, as well as robust reporting and analytics. Typically offered as a subscription model or pay-as-you-go, CCaaS gives you the flexibility and scalability to expand as your operational needs change. By only paying for the technology needed, your costs and investments are reduced while your capabilities are expanded to better serve customers. So whether you’re a BPO or in healthcare, cloud contact centers will give you the flexibility to scale as needed in real time.

Getting a modern cloud contact center system in place is straightforward. You can add this service on top of your existing infrastructure or rip and replace your old system. Low start-up costs and fast and easy deployment means CCaaS delivers an immediate ROI, plus you’ll have a full suite of solutions to increase agent productivity, efficiency, and customer delight.

The Future of Customer Experience is CCaaS

Contact centers are the face and voice of your company, so every interaction is critical. Moving to the cloud will drastically improve your agent and customer experience. Contact Center as a Service is an ideal choice offering flexibility and scalability as your operational needs change. Rapid growth, global expansion, virtual workforces, increased security threats, resiliency concerns, and the plethora of available cloud applications are all putting pressure on IT leaders running legacy contact center designs. Companies running cloud-based solutions have more flexibility than on-premises contact centers. Whether you need 5 or 5000 seats, you can have CCaaS deployed quickly and easily to ensure conformity and uniformity across multiple locations and blended environments, such as centers, at-home agents, and inbound/outbound.

Key Technology Solutions

Automatic Call Distributor (ACD)
Interactive Voice Response (IVR )
Computer Telephony Integration (CTI)
Artificial Intelligence (AI)
Intelligent Virtual Assistance (IVA)
Dialer (predictive, progressive, preview)

Omnichannel (email, chat, SMS)
Speech Recognition
Workforce Management
Reporting & Trend Analysis
Predictive Analysis
Performance Management

Drive Operational Efficiency and Agility with CCaaS

Driving operational efficiency involves improving processes, faster deployment, scalable solutions, end-to-end network visibility, and robust security. A cloud-based Contact Center is a customer experience solution that is deployed, maintained, and upgraded by the service provider, so you don’t have to.

Other Benefits

Scale quickly based on market, seasonal, or objective changes
No large capital investments
Test new functionality without the expense
Built-in redundancy to avoid downtime, human error, or natural disasters
Real-time data and analytics
Seamless integration with CRM, WFM, Quality Monitoring, UCaaS, API, VoIP apps

CX Consulting

Get in touch with Bluewave and we’ll show you exactly how to assess your current state and identify the best CX solutions to meet your business requirements and exceed your goals. Our consulting team will conduct an in-depth analysis and then leverage innovative CX and CCaaS providers that our team has already qualified to design solutions. Bluewave is with you before, during, and after CX transformation implementation.

With a robust CX/CCaaS solution, organizations can realize:

Exponentially improve customer experience
Increase agent knowledge with integration to CRM and social media
Continuously improve your operations with data and predictive analytics
Quickly scale and enable remote teams
Decrease costs through a cloud-based platform

Bluewave’s Approach to Customer Experience & Cloud Contact Centers

Bluewave is here to help you navigate your journey to the cloud contact center and bring you the best solutions at the best pricing available. We understand that contact center technology is not a one-size-fits-all solution. Because of this, we have designed our process to ensure you get the right solution for your needs.

We’ll start by assessing your current solution to see what’s working and what’s missing. The best method to determine the right solution for you is to identify useful features that will optimize your business outcomes. Once we have that, we can narrow down the service providers and determine which will be the best fit.

Do you currently have a contact center platform?
How many agents do you have on the platform?
How many agents are on the platform concurrently?
Does it support omnichannel engagement?

Are you leveraging any of the Artificial Intelligence (AI) or Machine Learning (ML) capabilities?
How are your contact center platform decisions made and managed today?
What challenges are you currently facing with your company’s customer experience or contact center solution?

Learn more about CX Assessments

Contact Center & Customer Experience

Overview