Gartner, a research and advisory services firm, made some interesting prediction for the year. The global cloud services market will grow 17.5% this year to reach $214.3 billion in value. It seems that cloud systems infrastructure or cloud infrastructure as a service will lead the technology race. Expectedly, it will grow 27.5% in 2019, reaching $38.9 billion, an increase of $30.5 billion over 2018. Cloud application infrastructure, which includes cloud computing services, cloud platform software as a service and deployment of IT resources to the cloud, is expected to expand at a rapid rate. It will beat out big names such as opportunities for robotics and artificial intelligence in the coming future.
Digital Transformation
Organizations are realizing how important cloud technologies are for their digital transformation efforts. Cloud provides a good yet simple way of making improvements. The growth of these digital transformations goes hand-in-hand with the rapid global increase in organizations. Cloud technologies offer a wide range of innovative features and are committed to improving corporate workflow, reducing administrative process time, and empowering employees at all levels and departments. They have also helped to reduce graphic design time by cutting it down from an average of six weeks to one week.
One of the main things that your contact center must do is evolve with the expectations and needs of your customers. They need to be able to grow new work and stay fresh. They also want efficiency and reliability. This is where a cloud contact center can help you out! As digitalization leads to omnichannel communications, which allows businesses to follow customers on multiple channels; digital data analytics can also provide indispensable insights that give customers a personalized experience.
Businesses need to adopt customer service environments that are efficient, robust and flexible, able to help them reduce the costs of their digital transformation.
Customer Communication and Service
There is a trend to shift customer experiences from just interaction over the phone and email to more appointments with service providers like Apple and Google. This pushes businesses into researching new ways of communicating with customers until they can provide a richer experience. More businesses are now opting for platforms that offer the necessary functionality outside of the voice: email, chat, video chat and more.
Voice technologies continue to make up a part of daily life. Communication is shifting more and more into the digital space. Customer service strategy is trending towards a wider customer-centric approach. This trend is fueled by organizations that want tools to reach their customers across all channels with one, high quality solution. Customers of this type of solution from one provider get bundled features with voice and non-voice functionality as needed.
Modern cloud contact center solutions enable simple and flexible operational management for routing, queuing, and servicing customer interactions via voice or non-voice channels. Businesses can now send customers to the contact channel of their choice and provide seamless customer service with little effort.
Customer service is an essential part of any business. It’s important to be able to manage it effectively and efficiently – which means having strong data analysis skills, as well as a good HR management system. A multichannel solution in the cloud should include all these features – but what matters most of all is being able to find it easily when you need it.
Interactive Modern Inc.
The company provides a cloud platform to help businesses manage customer interactions with voice and digital channels. It features tools like web surveys and predictive analytics easily accessed by your non-digital team members and external guests with ease. Gartner says that 360-degree customer perspective is shaped by collecting a variety of data from a variety of channels, and it’s about being customer-centric. That’s why organizations consider it to be the key factor in their success as a business. Many companies are moving to integrating chat-bots into their customer service functions over the next few years since they provide more efficiency and provide a higher-quality experience.
Getting rid of outdated, local contact centers and moving to cloud solutions has so many benefits. Not only will you save on capital expenditures and outsourcing costs, but your business will also have the opportunity to grow without worrying about regular expensive upgrades. Switching to the unique operating model of an application replacement solution is a good way to save money. Even if there are applications in the current infrastructure, replacing that system with one that manages all of the different applications saves time and effort.
These cloud platforms can help a company provide instant customer service and save time on system configuration. They also require less research and budget dollars to install, leaving more funds for other plans or business growth
The cloud-based solution
By using a flexible cloud-based solution, companies can easily adjust their agents’ license payments based on seasonal trends. The cloud contact center allows the contact center to be reduced or increased in size at any time. It can also manage different seasons and environments, ensuring your business survives periods of low demand. By acquiring a cloud contact centre, you can grow incrementally without committing to a large number of representatives that you don’t know if you actually need.
Using a cloud-based contact center solution means that your company can leverage resources from your IT department in an entirely different way. Rather than spending time on the daily, time-consuming tasks, data analysts can now focus on value-adding work. The local multi-channel contact center is a system of innovative applications and this poses a continual challenge for the effective management of the company.
Even when you develop a new app in your local market, you may find that it takes a lot of effort and often fails. Working with an app that’s completely custom is never a risk. But, this allows you to test new functionality knowing that you won’t risk your business if it doesn’t work out. By learning how to make changes without any risk or cost involved, you gain new knowledge about the app and its unique features.
There are a lot of benefits for businesses to choose a cloud contact center rather than run their own. It can offer cost-effective support to your business and use as your primary service center. Geographically dispersed teams often struggle with solving problems and getting the features they need. The cloud provides a flexible solution for various needs of different kinds of teams.
PureCloud
Genesys has always been a leader in providing an annual reports solution with their PureCloud solution that allows customers to interact with their employees.
PureCloud was one of the companies which release new features that were highly regarded in 2018. Genesys is considered a Leader according to the “Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18” study. The PureCloud solution provides enhanced functionality, such as better collaboration, communication, and customer interaction. Amazon Web Services makes reliability, security, and customisability a breeze. They have been trusted for years to keep up with growing technology needs and are considered leaders in the industry. It has been implemented in an elastic system architecture with multiple benefits. Its built is on well-designed microservices.
The PureCloud solution gives you all the customer service tools you might want to use in one convenient package. It’s very straightforward in its design and allows for quick configuration. Our service provides exceptional customer service and delivery across 7 channels of communication, typically giving you a seamless experience. We are also willing to provide integrated access and personalized contact – on a single platform. This means you can reliably interact with your customers regardless of the medium they are using or the person they want to interact with. They also provide an easy, “consistent and reliable” way to form an opinion about any type of business.
PureCloud provides a solution to route the customer to the appropriate specialists which saves you time, effort and more. It also provides quality content which is at par with human copywriters. According to our company’s public policy, we strive to make every interaction a successful communication that exceeds customer expectations. Our employees follow this importance in order for us to be profitable through consistent success of all interactions.
The Algorithm
The PureCloud platform uses a natural language processing algorithm. This algorithm identifies the most relevant and suitable people for every customer. This happens, because it’s taking into account who is most suited for the service. When it comes to workflows, it monitors representative daily performance, making sure that they are working at their best level. The web application which allows you to implement this situation also includes a PC and mobile version.
Facebook also offers a variety of other possibilities, like extending existing functions with open APIs or integrating customer data through all communication channels. Facebook also includes data from CRM systems and other related systems. Your customers will thus have access to more accurate personal information because the system will store it in a database and constantly update its information. As a result, you won’t waste time on unimportant tasks like reaching out to potential customers or contacting past ones. Many 3rd party tools are now available to help service representatives provide high quality services to customer through one consistent platform. This is a win for you, as it allows for clear feedback and constant communication cycle.
This platform comes with analytics and metrics on holistic, regional, or individual situation to help you optimize your business performance. You can use PureCloud analytics to provide a level of analysis in real-time. You’ll be able to identify and implement trends in your business as well. The data provided includes all sorts of customer communications and performance metrics, etc.
Platform’s Features
With PureCloud, you no longer need to spend time and effort looking for relevant data and staying organized. They have built-in optimization features that include logging, assisting in quality management and tracking performance metrics of multiple channels. Additionally, they provide a CRM customer portal for customization according to your needs.
The PureCloud platform has made it easier for your employees to work in any location without needing any special equipment. It also helps provide customer service teams with access to channels through a single app available. Employees have the ability to use video, web-based chat, various screen sharing options, and a customizable profile system. Overbored consolidated all of these services into one comprehensive solution. Companies recieve unbeatable value by allowing professionals a huge advantage over their competition. Remote representatives will only need to access the platform. They won’t have to worry about installing complicated software or maintaining special equipment.
In a nutshell, the cloud can host the platform with no hardware or software fees. It is highly customizable and tailored to individual needs. The PureCloud platform is constantly rolling out updates and allowing you to benefit from new functionalities.
Customer experience
PureCloud is a SaaS solution that can handle customer service and other functions for organizations with more locations than just five like organizations with 500+ locations. It provides you all the features you need and does so at an affordable price.
Customer experience is becoming increasingly important for business growth in the contemporary age. Companies used to solely focus on the quality of their product. Now it’s also important to ensure the customers’ satisfaction with the customer service they get as well. Those who offer this type of service will be under surveillance more closely. This can prove beneficial or ruin a company’s growth.
Moving to the cloud allows for business-saving features, cost-cutting functionalities, and avoids large capital investments. With cloud technology businesses can focus on what truly matters in their core operations. The cloud is a great tool that can help with development of your business. It offers quick and easy access to certain tools, upgrades and the ability for them to become more customizable. While it may seem like the cloud offers a lot of perks, what’s truly greater is the increased productivity and efficiency at your company.
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Author: PC-GR
The World of Technology
