These days, call centers have no shortage of tools to put to work to get the most out of everyday operations. From analytics platforms to chatbots and even text messaging platforms, the tools that provide call centers with great new advantages abound. One new tool that's changing the way call centers operate is Communications Platform as a Service (CPaaS).
Application integration, channel diversity, service personalization: these are the core pillars of today’s next-gen contact center. For exampe, Deloitte estimates that phone interactions will decrease by 17% from 2017 to 2019 while channels like chat, social media and SMS will pick up steam. This growth in channel complexity, along with increasing interaction volume, has backed many SMBs into a corner.
Customers want businesses to hear them, understand them and appreciate them—and that means delivering the communications experiences they expect. Communications Platform-as-a-Service (CPaaS) affords SMBs access to cutting-edge communications and basic contact center capabilities to cost-effectively compete.
We’ve covered Communications Platform-as-a-Service (CPaaS) quite a bit here on this blog, from leveraging the technology across different verticals to maximizing its usage with next-gen technologies to market statistics and major players. CPaaS might sound like a complicated buzzword, but it’s really quite simple. In the end, the technology boils down to what we at VoIP Innovations call the three C’s of CPaaS: context, compliance and choice.
The benefits of employee engagement are well-proven: companies with such employees enjoy more than double revenue growth compared to those with less engaged workers and outperform competitors by over 200%. Unhappy workers cost the U.S. alone up to $550 billion each year in lost productivity. Undoubtedly, setting the stage for employee engagement is imperative for operations as well as customer experience.
Artificial Intelligence (AI) ranks within the top three technologies to drive business transformation over the next two years. It has the potential to increase corporate probability in 16 industries by an average 38% by 2035. Already, 80% of companies have some form of AI in production today.
Small- and mid-size business (SMB) owners wear a lot of different hats, and rarely do they enthusiastically embrace that of the digital transformation visionary. Navigating the many cloud tools available for improving productivity, streamlining processes and improving the customer experience requires not only expertise, but also time and resources.
If your business is not using programmable numbers, it needs to start. As in, right now, today. Research estimates the cost of a mid-range phone system to be around $500 per handset, with this price doubling for a higher-end system. For a small business with upwards of 500 employees, this translates into as much as half a million dollars. Just for PHONES.
June is all about programmable numbers at VI! So far, we’ve explained what programmable numbers are and how to strategically use them to drive business. Now for the most important question of all: why do you need them, now?
Emerging digital technologies like AI, IoT and data analytics have become essential for enhancing patient care, improving healthcare efficiencies, and better controlling costs. With the industry steadily digitizing, Communications Platform-as-a-Service (CPaaS) represents a critical tool for success.