Cloud Call Center with Multi-Channel Approach in High Demand

By Susan J. Campbell, TMCnet Contributing Editor

A leader in cloud-based services plans to double its efficiency in contact centers by adding blended and multi-channel functions. C3Logic will add e-mailing, texting, voice and chat applications all for the cloud call center.

In today’s environment, call centers would be leaving 40 percent of revenues on the table by not having a multi-channeled, blended call center. It’s a solution that is becoming a must-have for businesses of all sizes as new technology continues to change the face of all modern call centers.

However, less than five percent of contact centers have adopted a multi-channel servicing philosophy that includes social media like Facebook, Twitter (News - Alert), blog and LinkedIn.

Disjointed services and applications can add nearly 10 to 12 percent to a cloud call center’s budget. And most contact management solutions are still hosted on separate platforms, administered separately, running applications developed and deployed separately and not sharing information about operations and customer interactions.

A multi-channel system on a single platform is a much more powerful, efficient and cost-effective solution at winning customer loyalty and generating more revenue. The best part is the payback is expected to be less than nine months out on a cloud-based system.

Industry analysts predict that 65 percent of the inbound service centers will be revenue generating profit centers in the next five years. For them to build a truly holistic customer service operation, they will need an integrated system for balancing calls across inbound and outbound activities.

It is crucial to optimize agent resources across different skill sets and abilities regardless of their type of interaction. The most successful cloud call centers are those with agents that have the ability to manage inbound and outbound calls.

Call Center supervisors are then able to balance their staff levels depending on their current call volume. Because agents can revive incoming customer service calls while conducting outbound sales campaigns, conversion is obviously generating revenue.

Efficient contact centers also need a quality reporting structure that provides a single unified view of the contact center from end to end. With agents that are focused on customer service, field service and technical support, businesses can now begin up-selling and cross-selling, raising revenues by as much as 40 percent.

The cloud call center can really benefit from the multi-channel platform and not by operating within silos. But to do this effectively, contact centers must collaborate for the best customer service offering. 3CLogic (News - Alert) services are an added advantage with its fully integrated solution deployed on Amazon web services.

Other call centers can get both blended and multi-channel capabilities from a single cloud-based service, optimizing performance and delivering the quality experience customers expect.

Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with TMC’s ITEXPO East 2012, happening NOW, in Miami, FL. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.

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(source: http://cloud-call-center.tmcnet.com/topics/cloud-call-center/articles/262778-cloud-call-center-with-multi-channel-approach-high.htm)