{"id":39610,"date":"2019-10-08T00:00:00","date_gmt":"2019-10-08T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/4-benefits-of-an-integrated-contact-center-solution\/"},"modified":"2024-06-24T23:21:22","modified_gmt":"2024-06-25T06:21:22","slug":"4-benefits-of-an-integrated-contact-center-solution","status":"publish","type":"post","link":"\/us\/en\/blog\/4-benefits-of-an-integrated-contact-center-solution\/","title":{"rendered":"4 Benefits of an Integrated Contact Center Solution"},"content":{"rendered":"<p><strong>Key Take Aways<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Isolated contact center solutions can no longer keep up with customer demands and cloud-based technologies<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Integrated contact center software offers improved internal collaboration, customer journey management, and omnichannel capabilities<\/span><\/li>\n<li style=\"font-weight: 400;\">Only with an integrated solution can <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact centers<\/a> maintain customer satisfaction and business growth<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\"><span style=\"font-weight: 400;\">Contact center software<\/span><\/a><span style=\"font-weight: 400;\"> features are often treated like building blocks. Companies purchase their <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/small-business-call-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">call center<\/a> solutions from a telecom provider and then add new software to expand their capabilities. Though it\u2019s been commonly used for over a decade, this method is unsustainable for several reasons, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">It\u2019s isolated. Without a unified, connected solution, data sharing, collaboration, and usability suffer. Most of these solutions are premises-based, preventing businesses from accessing the cloud and the benefits it offers for future growth.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">It\u2019s expensive. Often, each new piece of software comes from a different source. Businesses are forced to pay high prices for new capabilities, both initially and in maintenance costs over time.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">It\u2019s ineffective. This mismatched software doesn\u2019t integrate easily, often forcing agents to jump from solution to solution as they work. This limits their effectiveness and speed, hurting customer service and satisfaction.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Isolated contact center solutions are creating significant costs for businesses, but they\u2019re also hindering their ability to meet growing customer demands. Without seamless integration with other technologies, these solutions are limiting or, even worse, damaging their <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\/\">customer experience<\/a>.<\/span><\/p>\n<blockquote><p><i><span style=\"font-weight: 400;\">87% of customers believe brands should work harder to provide a seamless customer experience.<\/span><\/i><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Rather than creating contact center software that acts as a technology silo, vendors should instead focus on developing solutions that go beyond simple inbound and outbound communications. In an increasingly connected world, integrated contact center solutions are the only way to <\/span><a href=\"https:\/\/www.ringcentral.com\/lp\/contact-center-customer-experience.html\"><span style=\"font-weight: 400;\">maintain excellent customer experiences<\/span><\/a><span style=\"font-weight: 400;\">, workplace satisfaction, and sustainable contact center growth.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To see why you should consider an integrated contact center solution, explore the benefits they offer below.<\/span><\/p>\n<h3><b>1. Revolutionize customer journey management<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">More than ever, <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-journeys\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey<\/a> management can make or break your contact center\u2019s success. By seamlessly integrating with the customer relationship management (CRM) solution of your choice, businesses gain valuable insight into customer actions and the factors that drive these decisions. Armed with this information, they can then tailor their responses and processes to encourage greater conversions and satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Though many contact centers use CRM solutions alongside their contact center software, direct integration offers increased insights and usability. Every interaction is automatically recorded into the customer\u2019s history, which is immediately available to agents whenever they contact the business again. Agents can access this data on the same screen they use to communicate, quickly addressing new or ongoing concerns without wasting customer time.<\/span><\/p>\n<h3><b>2. Increase internal collaboration and communication<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Though contact centers typically focus on customer communication, internal collaboration and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\">customer service teamwork<\/a> are just as important. Integrating <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/internal-communication-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">internal communication tools<\/a> into contact center software allows every employee to stay on the same page. When agents can send a quick message to another agent or supervisor for clarification or assistance, or reach out to a subject matter expert within the organization, they can work more accurately, quickly, and effectively. As they increase their first-contact resolution, they can offer better customer service and increase customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Internal collaboration tools, such as <\/span><a href=\"https:\/\/glip.com\/\"><span style=\"font-weight: 400;\">integrated Glip messaging<\/span><\/a><span style=\"font-weight: 400;\">, can also drastically improve workplace satisfaction. Agents can access quick support for escalating interactions or any questions they need answered. For new hires, this seamless communication can minimize training time and offer the resources they need to thrive. Cloud-based solutions also enable remote work, giving agents the ability to collaborate while working outside of the office. As agents feel empowered and heard within the workplace, their increased satisfaction can then improve their <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\">customer interactions<\/a>.<\/span><\/p>\n<h3><b>3. Enjoy enterprise-level capabilities at an affordable cost<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When using add-on solutions, rather than integrated software, every additional capability requires additional costs, training, and maintenance resources. For small or mid-sized businesses, this meant limited features and strained budgets. With an integrated contact center solution, however, businesses of all sizes can easily build a contact center that meets customer demands and fits their price range. New integrations are remarkably easy to install and maintain, so businesses don\u2019t have to devote excessive time and manpower to each application. Instead, they can create a contact center that keeps them ahead of the competition and within budgeting constraints.<\/span><\/p>\n<h3><b>4. Empower contact center and business growth<\/b><\/h3>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/omnichannel-customer-service\/\">Omnichannel customer service<\/a> and contact center capabilities are already a must in the customer service industry. According to PWC, omnichannel adoption will grow from 20% in 2010 to <\/span><a href=\"https:\/\/www.superoffice.com\/blog\/customer-experience-statistics\/\"><span style=\"font-weight: 400;\">more than 80% in 2020<\/span><\/a><span style=\"font-weight: 400;\">. As customer demands have grown, call centers alone can no longer keep up. Forrester found that <\/span><a href=\"https:\/\/www.forrester.com\/report\/2018+Customer+Service+Trends+How+Operations+Become+Faster+Cheaper+And+Yet+More+Human\/-\/E-RES142291\"><span style=\"font-weight: 400;\">54% of customers<\/span><\/a><span style=\"font-weight: 400;\"> connected with businesses through email in 2018. More telling, <\/span><a href=\"https:\/\/blog.hubspot.com\/news-trends\/live-chat-go-to-market-flaw\"><span style=\"font-weight: 400;\">HubSpot<\/span><\/a><span style=\"font-weight: 400;\"> learned that 62% of customers picked email as their preferred channel of choice, with 48% choosing the phone, 42% preferring live chat, and 36% choosing contact forms.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To meet these demands, contact centers must choose software that allows them to offer the channels their customers demand. More important, their solution should also offer the flexibility to meet future needs. Without an integrated contact center solution, businesses risk falling behind customer needs and losing business to competitors who are better able to meet consumer expectations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Want to learn more about RingCentral\u2019s integrated software solution, customizable APIs, and 140+ integrations? Explore our <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\"><span style=\"font-weight: 400;\">omnichannel contact center software<\/span><\/a><span style=\"font-weight: 400;\"> or <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html#request-demo\"><span style=\"font-weight: 400;\">connect with a sales agent<\/span><\/a><span style=\"font-weight: 400;\"> for a demo. If you\u2019re struggling to maintain customer satisfaction, you can also use these <\/span><a href=\"https:\/\/www.ringcentral.com\/lp\/contact-center-customer-experience.html\"><span style=\"font-weight: 400;\">customer experience resources<\/span><\/a><span style=\"font-weight: 400;\"> to transform your interactions and surpass every customer\u2019s expectations.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Key Take Aways Isolated contact center solutions can no longer keep up with customer demands and cloud-based technologies Integrated contact center software offers improved internal collaboration, customer journey management, and omnichannel capabilities Only with an integrated solution can contact centers maintain customer satisfaction and business growth Contact center software features are often treated like building &#8230;<\/p>\n","protected":false},"author":29,"featured_media":39611,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-39610","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>4 Benefits of an Integrated Contact Center Solution | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Key Take Aways Isolated contact center solutions can no longer keep up with customer demands and cloud-based technologies Integrated contact center\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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