5 Top Contact Centre Challenges

5 Top Contact Centre Challenges
5 Top Contact Centre Challenges2018-03-19T05:36:42+00:00

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[av_heading tag=’h2′ padding=’0′ heading=’RESEARCH SHOWS THAT THESE ARE THE TOP 5 CHALLENGES IMPACTING USER EXPERIENCE TODAY ‘ color=” style=’blockquote modern-quote’ custom_font=” size=” subheading_active=” subheading_size=’15’ custom_class=”][/av_heading]

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  1. Stability – any downtime has a detrimental business impact
  2. Management – complex and/or high cost
  3. Lack of seamless integration with business tools like CRM, ticketing or company website
  4. Poor Customer Experience where all channels including chat, e-mail, Facebook, SMS, and voice calls are not fully integrated for easy management
  5. Long queue times due to basic routing intelligence, lack of analytics or deeper reporting tools

Register your interest in attending our workshop in May 2018 where we will showcase solutions to some of the toughest challenges. In this workshop we will walk you through real world scenarios and the technology, services and modern best practices that not only overcame the challenges, but also the tangible results that were achieved in surprisingly short time-frames.
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STABILITY

All CloudWave cloud contact centre technologies leverage Amazon’s 99.99999 availability. Using AWS “microservices” the platforms are uniquely designed from the ground up. They offer efficiency in signalling and all other design aspects, but separate voice and deliver that component via solid proven telco infrastructure. The result is the best of both worlds – All the intelligence, freedom and scalability of the cloud world, delivered by a hardened, reliable telco environment. Cloudwave offers free proof of concepts and we encourage our clients to test this for themselves. We are 100% confident in this new architecture and design of mission critical cloud services.

COMPLEX AND EXPENSIVE MANAGEMENT

CloudWave offers simple cloud licensing models so you pay only for what you consume. ALL aspects of the platform – security, stability, ongoing and continuous software feature updates, voice / network delivery and agent interface are managed by CloudWave and our best of breed vendors. We provide best practise guidelines for network “quality of service” for our clients to follow, ensuring a simple approach to management. Clients like DHL, Uber and Salesforce.com have embraced our ease of management, in particular functions such as the ability of users to access the system from anywhere at any time. They are able to direct, via our soft interface, which phone in their vicinity will ring and deliver their calls, or simply take the call via WEB RTC over the browser.

SEAMLESS INTEGRATION WITH BUSINESS TOOLS
Not only do our platforms integrate natively with Salesforce out of the box, but Salesforce themselves are one of our global reference sites. Through REST API’s we have proven abilities to integrate with almost ANY business tool or system, including SAP, Oracle, MS Dynamics, Sugar, Tessitura and Cherwell amongst others. We utilise Amazon Lambda to call upon almost any system you have as part of your business operations. We would be happy to link you with reference customers so you can see first-hand the successes we’ve had in this very difficult integration arena.

CUSTOMER EXPERIENCE
Using Serenova CXEngage we can provide you a single pane of glass to the agent capable of sending and receiving real time, two way voice, email, chat, SMS, Facebook messages. Future platforms include Twitter and WhatsApp messages which can be fed into your contact centre using the same logic for skills based routing – identifying staff who have the best skills for each medium and allocating messages accordingly. You can increase your addressable market 10 times over by opening up these channels. Without a plan, you could risk being left behind as millennials and those adept at more digital methods of communication grow and require services.

LONG QUEUE TIMES
Amazon CONNECT provides engines that will capture and scribe speech text and use advanced voice play back to create a living conversation using AI and text back to speech. This innovation offers limitless ability for your contact centre to reduce interactions that are repetitive or low skilled and don’t require direct contact with an agent. Once captured, we also provide sentiment analytics to catch customers who may be about to leave, incidents before they occur and give you the ability to react accordingly adding a depth of user experience that we have never been able to provide before. Now is the time to investigate and implement such technologies that will allow you to clearly establish a competitive advantage.
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* Ts and Cs:
1. Instructions, prizes and information on how to enter form part of these Terms and Conditions.
2. By entering, entrants accept these Terms and Conditions.
3. The Promoter is CloudWave, Level 40, 100 Miller St, North Sydney.
4. The promotional period begins at 12.01am AEST on 21st April and concludes at 11.59pm AEST on 30th May.
5. Entries are open to individuals who submit a response to the questionnaire on the competition website. Employees (and their immediate families) of the Promoter and third parties associated with this promotion are ineligible to enter.
6. The winners of the Promotion shall be judged by the Promoter to have either been the first 5 entries received or to have the most creative answers. The Promotion is a game of skill.
7. The judging will take place at 9:00AEDST on 31st May at CloudWave Level 11, Market St, Sydney. The winners will be notified by phone and email. All prizes will be delivered to winners by 30 June 2018.
8. The Promoter’s decision is final and no correspondence will be entered into.
9. The winners as judged by the Promoter will each win the prize. The individual prizes each consist of 10 Amazon Echo Dots valued at $60 AUD and 1 Amazon Echo Second Generation valued at $120 AUD.
10. If this Promotion is interfered with in any way or is not capable of being conducted as reasonably anticipated due to any reason beyond the reasonable control of the Promoter, including but not limited to technical difficulties, unauthorised intervention or fraud, the Promoter reserves the right, in its sole discretion, to the fullest extent permitted by law: (a) to disqualify any entrant; or (b) subject to any written directions from a regulatory authority, to modify, suspend, terminate or cancel the promotion, as appropriate.
11. The Promoter collects personal information in order to conduct the Promotion and may, for an indefinite period, unless otherwise advised, use the information for promotional, marketing, publicity, research and profiling purposes, including sending electronic messages or telephoning the entrant. Entrants should direct any request to opt out, access, update or correct information to the Promoter. All entries become the property of the Promoter.
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CloudWave is confident that it can solve the major problems relating to modern contact centre solutions, and it is looking to invite companies to challenge us by sharing theirs.

To thank you for sharing, CloudWave has 10 Amazon Dot’s to give away.  First five legitimate submissions are automatically winners, and up to 5 more based on the quality of the response – Ts and Cs apply*

Best submission will also be awarded an Amazon Echo.

Keep reading below to find 0ut more on why we have the right solution to quickly overcome these challenges and enable a feature-rich, world class user experience.
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