Businesses are discovering that customer experience (CX) is critical to maintaining and increasing market share ‑ and to improve that experience, successful businesses are transitioning from traditional contact centers to more collaborative, cloud-based solutions. This “Contact Center 2.0” represents an integrated approach to unified communications, bringing domain experts and contact center agents together in an effort to meet the evolving needs of customers with decreasing attention spans.
The Traditional Contact Center Is Undergoing a Transformation
There is no question that digital transformation is here. RingCentral, a leading provider of global enterprise cloud communications and collaboration solutions, and CITE Research conducted a study of 500 employees involved in contact center solutions at companies with a formal contact center or with plans to introduce one. The survey was conducted among 250 respondents in the US and 250 respondents in the UK.
Of the companies surveyed, 61% reported that they are in some stage of transition: either fully cloud-enabled, partially, or in the late planning stage.
Contact Center 2.0: Business Drivers
When asked about the drivers for moving to a cloud-based contact center, executives overwhelmingly pointed to customers and improving customer experience. Reduced costs ranked second; however, when the results were sorted by popularity, cost savings ranked number one. The top five challenges that executives look to Contact Center 2.0 to solve include:
- Improve customer experiences
- Reduce costs
- Improve customer satisfaction ratings
- Integrate new technologies
- Improve agent performance
Contact Center 2.0: Perceived Value
The need to improve traditional contact centers, according to the survey, was indisputable. However, the perceived benefits—i.e., the motivation for transitioning to Contact Center 2.0—were somewhat different. The top reasons executives investing in this are to:
- Increase reliability/up-time
- Meet the needs of today’s customers
- Get better reporting and analytics
- Scale up and down
- Improve security
Contact Center 2.0: Benefits
Contact centers are among the front line of customer experiences, and they directly affect customer satisfaction, loyalty, and brand. For example, when organizations begin the move to Content Center 2,0, investing in these modern technologies, models, and processes, these organizations can significantly reduce customer frustration because each customer can get the information they need, quickly and seamlessly. But, according to the research, that’s not the only benefit. The top five reported benefits of implementing an integrated content center and using a collaborative business communications model are:
- Cost savings
- Time savings
- Improved customer service levels
- Increased agent productivity
- Better communication between agents and the rest of the company
Learn more about Contact Center 2.0
For a more detailed description of the business drivers and benefits of Contact Center 2.0, you can download a complimentary copy of Brian Solis’s report on how contact center technologies can enable collaborative contact centers.
Ready to make the move? Request a demo of RingCentral’s Collaborative Contact Center today!
Originally published Sep 28, 2018, updated Aug 27, 2020