When it comes to communications, the world is omnichannel – meaning using many channels to communicate, sometimes within the same contact session. You’d never know it from the way many companies continue to operate, however. Those bogged down with legacy communications systems are still struggling to be just as responsive to digital communications as they are to telephone calls and avoid siloed information.
Thanks to cloud-based contact center solutions, the quest to become omnichannel is becoming much easier.
The goal of a cloud-based contact center solution should be to enable an optimal customer experience by matching each customer with the best agent, regardless of channel. To do this, the channels must be properly integrated so call centers can build queues that handle text messages, for example, with the same urgency as a phone call.
Cloud contact center solution provider 8x8 recently announced robust growth for its 8x8 Contact Center platform. It underscored the achievement with the announcement of two new customer wins: NorthStar Home, one of the fastest growing home security and automation companies in North America; and Bluecrest Health Screening, a UK-based provider of healthcare-related products and services.
In the case of NorthStar home, the company was looking to migrate from an on-premises contact center system to a more modern and flexible option.
“We selected 8x8, which allows us to move our contact center to the cloud and provide much needed flexibility as the business scales,” said Matt Fletcher, Director of IT and Development for NorthStar Home. “Also, we can leverage strong quality management, analytics and reporting capabilities for smarter, faster outcomes and enhanced customer experience.”
Bluecrest Health Screening was seeking to integrate its contact center with its unified communication solution.
“In a competitive market like ours, you really need a joined-up solution – not an appointment system. Everyone in our team needs to understand where the customer is in their journey,” said Angela Rodbourne, Contact Centre Director at Bluecrest Health Screening. “The integrated UC and Contact Center solution enables agents to manage inbound calls, emails and cases easily, and now more calls are resolved the first time. The system has assisted in creating a better customer experience, and even during periods of rapid growth and system upgrades we maintained and increased our customer service rating with 93 percent of customers rating services as Excellent/Good, while the company’s online review score has reached 4.8/5.”