Contact center technology is as essential to the success of an establishment as any other business application. But, like maximum business applications, there are an assortment of vendors and propositions to take – and companies need to make certain they choose a solution that suits their needs. That indicates matching prevailing operational needs and technological requirements with the appropriate feature inclinations and external applications, but further, with an eye towards the future as business needs develop.
Contact center applications have frequently been disposed of in on-premises data centers to maintain high levels of control, customization capacity, and security. This pattern makes IT teams accountable for ensuring the infrastructure — space, cooling, server boxes, computing power, storage space and more — is adapted to support the demands of the contact center solution. It also needs server and software configuration to make specific resources are available across the business as various applications are deployed and renewed and integrated with different systems and applications. It is a lot more complex than it originally seems, especially when it comes to inclines and maintenance.
Suppose a banking customer who calls a branch office to receive a fund transfer. The system needs to go through multiple tiers of authentications and confirmations before the sale is completed. It begins with authenticating the customer with a CRM look-up, then validating a modified and permissioned assistance agent to process the transaction. The system must then check available accounts and balances before logging the transaction amount, time and date, and whether it is a one-time or recurring transaction. Ultimately, all these lead to a confirmation record and then delivery of that confirmation to the consumer.
This end-to-end transaction needs orchestrating many disparate systems that must share information to promote the functionality and processes, data, and volume. Among the system and database interdependencies, servers required to handle the processing loads, and associated maintenance and management — this can immediately turn into an overwhelming responsibility for IT teams.
Whatever the number of issues could take the contact center offline: a server overload, a failed application, a software update breaking a connection that then necessitates additional updates, and more. With so many interconnected segments, if one falters, the customer’s experience is anything but smooth. The costs and time required for coding, examination, updating, and customization – not to mention support from external vendors – becomes conditional, regardless of the measurement of the business.
It need not have to be that way. Neither contact centers nor the customers they help have to suffer due to the complexities of managing solutions. Frequently, businesses are moving their contact center technology to the cloud to analyze IT demands while increasing business dexterity and flexibility.
This advantages small-to-medium businesses, who don’t have comprehensive IT resources to dedicate to the contact center. Modern cloud contact center solutions present all the built-in functionality needed for agents, superintendents and administrators, and exceptional functionality through open APIs that facilitate data access between provisional applications.
For example, the Genesys PureCloud solution was built to welcome that choice. It uses an API-first design methodology and presents built-in extensions with many applications in a browsable app marketplace. Public APIs are accessible for even greater customization for companies that need it. A GUI-based system method automation tool consolidates the various connection points inside a company and allows users to specify the data required for each transaction class quickly – the APIs do the rest.
Another example is the PureCloud software that also works as a full-blown, pre-built contact center application that’s automatic and feature-rich across various channels. PureCloud proposes advanced analytics to control the entire contact center across channels and places effectively.
Advanced cloud solutions allow an effective transition plan from legacy to cloud contact centers that supports in reducing costs, implement better customer experiences, and enhance business efficiency. PureCloud also future-proofs the contact center by existing in AWS and always obtaining the latest version of the contact center application possible, eliminating the difficulty of upgrades for IT staff. It’s a win-win situation for everyone from the contact center organizations to IT to the customers they all support and supports drive their success.
