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.
SMBs can leverage capabilities like call conferencing and SMS to seamlessly support remote/at-home agents (43% of Americans in 2016 said they spent at least some time working remotely) and instantly scale as needed. These programmable services can also be used to amplify existing contact center apps and workflows, paving the way toward more personalized and digitized experiences.
Alan Quayle, founder of TADHack and TADSummit, puts it best: “Price does not determine the ability to get from A to B, only the style. If it looks like a call center seat, works like a call center seat, and has workflows integrated with the rest of the enterprise – it’s a call center seat, even if you’re paying $15 pspm, rather than $100 pspm with millions in integration and set-up services. This is a great time for small and medium businesses to access enterprise telecom tools that were once the exclusive use of large corporations.”
For a more in-depth look at CPaaS-enabled services, check out VoIP Innovations' new eBook “The Enterprise Telecoms Revolution: A Potted History of CPaaS,” published in partnership with Quayle.