As customer expectations continue to increase and companies seek every competitive advantage, fully transitioning contact centers to the cloud is becoming an even more urgent priority. There are a variety of reasons that businesses should accelerate their decision to adopt Contact Center as a Service (CCaaS) solutions.What is CCaaS? (Contact Center as a Service)Contact Center as a Service (CCaaS) solutions provide the same capabilities as those of on-premises vendors. The foundation of these benefits is that all of the separate parts that comprise a conventional contact center – including PBX, advanced interactive voice response (IVR), automatic call distribution (ACD), computer telephony integration

When was the last time you left or retrieved a voicemail?If you can’t recall, you’re not alone. A survey by eVoice found that just 33 percent of respondents listen to voicemails from business contacts and only 18 percent listen to voicemails from people they don’t know. Companies like JPMorgan Chase, and Coca-Cola have even worked to eliminate voicemail from the workplace altogether. Still, voicemail is necessary not only for clarity and efficiency, but also for building stronger relationships with coworkers. Tone of voice cannot be inferred from text, and sometimes the written word can

Traditional contact centers as we know them were designed and deployed at scale in the 1960s, largely based on outdated management and governance models, with standards no longer applicable. Today’s modern customers expect to communicate the way they find most convenient to them, including phone, web, mobile, text, and social. They demand higher levels of personalization, immediacy, and convenience. But on-premises technologies are, by design, not unified, omnichannel, or real-time, and as a result fall short in an always-on, hyperconnected world.  A recent report from Brian Solis commissioned by RingCentral, Contact Center 2.0: The Rise of Collaborative Contact Centers industry

Companies that don’t focus on providing good customer experiences are not just leaving profits on the table – they’re blatantly losing money. Research bears this out: Poor customer service costs businesses $62 billion every year.[bctt tweet="U.S. companies lose $62B/year due to poor customer service. Find the fix here: https://ringcentr.al/2M8eYS1" via="no"]Innovative contact center technologies improve the customer experienceOne surefire way to satisfy customers is to ensure a productive support experience. But if it takes too long to answer questions and solve problems, communicating is clunky or the customer has to repeat critical information more than once,

Topics

RingCentral Contributors

  • carolyn
  • dmitry
  • richard
  • kristen
  • evie
  • patricks
  • davidl
  • brianwright
  • curtis

Guest Bloggers

  • meaghan
  • patrickg
  • johnr
  • leo
  • zac
  • jemma
  • chikodi
  • jamie
  • ekaterina
  • alexis
  • davids
  • michaelr
  • danielle

RingCentral Videos

RingCentral Videos

BirdEye