A growing ophthalmology practice in Florida with 125 employees and five locations needed a phone system to efficiently direct approximately 900 callers daily to the right staff members. The CEO of the practice researched cloud solutions and reached out to one of our partners, a leading Contact Center as a Service (CCaaS) software supplier.
With our partner’s cloud contact center solution, the practice implemented a callback feature for patients who don’t want to stay on hold and a consistent voice for all recorded messages. Additionally, they gained access to omnichannel communications, including video, web chat, messaging, and voice. Since the practice deployed the cloud software, patients have had zero complaints about calls back or hold times.
That’s just one example of the benefits of cloud contact center software for small businesses. Especially if your company is expanding, migrating from on-prem infrastructure to a cloud solution could make a big difference in productivity and customer service.
Here are a few top advantages of CCaaS platforms for small businesses.
1. Cost containment.
On-prem contact center technology requires expenditures for installation, upgrades, and maintenance. Switching to cloud contact center software can lead to lower spending since you’ll eliminate the capital expenditures associated with on-site hardware, according to Sprinklr.
2. Higher productivity.
Your contact center agents can access a CCaaS solution from mobile and desktop applications, meaning they can stay connected and get more done when working remote and on the go. Many cloud contact center platforms come with features like chatbots and intelligent interactive voice response (IVR) systems to tackle basic requests, freeing your agents to devote more time to complex customer issues and increasing productivity, according to UJET.
3. Scalability.
It’s quick and easy to on- and off-board end users from a CCaaS platform. That streamlines operations for expanding small businesses and simplifies the process of accommodating seasonal fluctuations in demand and contact center employment, according to Verizon.
4. Better customer experience (CX).
Cloud contact center software enhances the customer experience in numerous ways, according to UJET and Intermedia. Omnichannel communication capabilities and routing ensure that clients can connect with your company via their preferred method and get directed to the most qualified agent to address their issues. Additionally, AI-powered chatbots and IVR systems offer self-service options for people who prefer not to interact with an agent. Overall, CCaaS makes it much easier to meet the expectations of modern consumers.
5. Enhanced employee experience (EX).
Implementing a cloud contact center platform can also reduce turnover in your call center with features like AI-powered agent assistance, automated note-taking, and conversational AI that tackles mundane requests, Intermedia states.
6. Improved analytics and reporting.
Cloud contact center software commonly comes with robust analytics and reporting, helping you track key performance indicators such as average call length, first call resolution rate, and transfers, according to Intermedia. This data can aid call center managers as they coach agents and drive better performance and customer service.
Overall, if you want to grow your business and foster strong customer relationships, cloud contact center software is incredibly valuable. To explore your CCaaS options, reach out to our contact center consultants. With extensive contact center solution experience and knowledge, our team can streamline the purchasing process and leverage objective comparison matrices to make it easy to find the best solution for your company. Once you’ve found your ideal software, we also offer project management services to ensure deployment goes smoothly.
Get started today by calling 877-599-3999 or emailing sales@stratospherenetworks.com to schedule a consultation.
