While it is common knowledge that cloud computing has been making headway in various aspects of the enterprise, one place where it is clearly making waves is in enterprise contact centers. An example is ModusLink, a supply chain management service provider that’s seeking to make its supply chain processes more businesslike and efficient by moving contact center support to the cloud.
This has been a non-trivial task. The new ModusLink cloud-based contact center solution is a global undertaking. The objective was to centralize all existing contact centers across North America, Europe and Asia on a common-cloud based system – a global platform with a single gateway for all inbound communications for over 15 of its current client programs.
So what does this translate to for customers, clients and agents?
According to ModusLink, superior customer support is just the beginning, for with an always-on, seamless, multi-language global support, the provider can ensure business continuity and quality service around the clock. ModusLink can also provide clients with improved quality control through 100 percent real-time monitoring, enhancing operational efficiency.
With its data-driven- analysis, the cloud gives enterprises a global view of customer contacts and trending issues, whips up the kinetic energy to drive business decisions and improve brand experience, not to mention (the most important aspect of contact centers) - enhancement of customer interactions and first-contact resolution.
For those customers that experience seasonal or launch-related spikes in call volumes, ModusLink’s cloud-based solution can quickly scale to meet unexpected surges. New clients can implement programs faster, saving time and money. This is especially significant for European clients, who still own the traditional customer support system that is inefficient and costly to manage.
The new solution also helps to automatically determine the best available agent to handle incoming inquiries, based on language, queue time or the customer’s preferred mode of contact – a huge plus for customers and a relief for agents.
And, by leveraging a cloud-based platform, where hardware is independent of the call center location, Art Sebastiano, chief information technology officer at ModusLink, noted that it “safeguards business continuity, which is critical for clients by helping to ensure exceptional levels of customer support.”
As the supply chain provider moves international contact center support via the cloud, the ‘ModusLink Advantage’ is giving it a differentiated edge.