Much of a company’s success is measured by customer sentiment, which is born out of the customer journey. Meaningful engagement encompasses myriad interactions, from first contact through every touchpoint and activity. It’s no wonder the contact or contact center is key to a positive customer experience.
As customers have turned to digital and hybrid options for everything from shopping to banking to healthcare over the past two years, it’s especially important that customer support options are full featured enough to meet customers where they’re at. That includes easy self-service alternatives, personalized content, and mobile support as well as traditional phone calls.
The cost and complexity of supporting an omnichannel, always-on call center is a challenge on a good day. Add hybrid working arrangements to the mix plus the need to expand or contract easily and all signs point to moving beyond the traditional solutions, which often have limited features and capabilities.
To make matters more challenging, companies often have separate systems for Unified Communications and contact center. This can make it tough to communicate consistent, efficient messages to customers, ultimately making it difficult to provide exceptional customer service. Transforming the contact center from a separate unit to a fundamental part of the organization is key to delivering a worthy customer experience.
Contact Center as a Service (CCaaS) solutions can offer businesses a means to connect and communicate with customers more effectively, particularly when combined with a company’s Unified Communications infrastructure.
In today’s hyperconnected world, no matter the industry, customers expect communication options in multiple formats, not just the traditional phone of the call center. This expansion of channels encompasses text, chat, mobile, social, and web, mirroring the way people approach shopping and obtaining care or services. It’s an omnichannel world for customer care as well as sales and support. Unifying these disparate channels streamlines the customer journey and helps ensure a successful experience and strengthens brand loyalty.
Fusion Connect now offers an amplified CCaaS solution so businesses can engage more fully with customers by providing the following benefits.
Modernize your Contact Center and deliver excellent customer experiences to every one of your customers or clients. Find out what Fusion Contact Center as a Service can do for you.
Fusion Connect manages, orchestrates, and secures the critical technology infrastructure that enables the connected enterprise. For more information, visit our CCaaS page or call us at .