Contact Center Pipeline January 2023 January 2023 - Page 37

DEAN HOLMES PETER MILLIGAN NICK MARTIN CHRIS MINA
ARE MORE CONTACT CENTERS INTERESTED IN AND IMPLEMENTING UCC SOLUTIONS , INTEGRATED WITH CC SOLUTIONS , COMPARED WITH BEFORE THE COVID-19 PANDEMIC ? AND IF SO , WHY , AND FOR WHAT FUNC- TIONS AND VERTICALS ?
DEAN HOLMES ( DH ): In the past couple years we have seen a significant increase in interest to move to the cloud with an integrated cloud UC and CC solutions , particularly from a single vendor .
In fact , according to Metrigy , over 30.9 % of companies are already using a single vendor for both UC / CC , while 37.3 % plan to switch to a single-vendor solution .
The goal is to improve customer satisfaction and maximize efficiency by providing seamless connectivity between contact center agents and other employees throughout the organization , no matter where they ’ re located .
The primary objective is to gain access to experts in departments outside the contact center in order to help customers solve complex problems quickly .
For instance , by deploying an integrated , single-vendor UC and CC platform , insurance companies can connect claims processors and agents with contact center agents , or retail companies are able to connect product experts in-store with contact center agents .
Other industries experiencing increased demand for UC and CC integrations include financial services , hospitality , public sector , healthcare , manufacturing , and technology , among others .
A further consideration for an integrated , single-vendor solution is to lower IT costs . By consolidating UC and CC platforms into a single solution , organizations not only experience reduced costs by eliminating multiple , disparate systems , but the overall cost of administration and maintenance decreases .
NICK MARTIN ( NM ): Before the pandemic , the industry was already trending towards UCC . And , while the transformation would have occurred anyway , the pandemic drove accelerated digital transformation and implementation , as life shifted online in the early days of the pandemic .
CHRIS MINA ( CM ): The consolidation of communications channels continues to impact all industries across the globe . This trend is years in the making and brands of all sizes have reaped the benefits of the convergence between UC and CC solutions .
As the world embraces a hybrid and work-from-anywhere ( WFA ) model , companies have had to evaluate their readiness to adapt .
In parallel , the rapid shift to a digital-first economy is pressuring brands to evolve how effectively they connect with consumers . Many have recognized their existing communications technologies are not equipped to support the demands of employees , agents , and most of all , consumers .
As brands seek to adapt , they see an opportunity to consolidate and simplify their business while improving overall engagement for consumers and employees alike .
We have recognized that those that have adopted unified UCaaS and CCaaS solutions — primarily in more complex industries such as healthcare , financial services , banking , and insurance — have realized significant benefits .
These include greater workforce flexibility , elevated productivity , improved customer experiences ( CXs ), especially for non-standard customer issues , and lower total cost of ownership . As a result , we see the demand for these combined solutions continuing to accelerate .
WHAT FEATURES DO CONTACT CENTERS NOW WANT IN UCC APPLICATIONS ?:
DH : Contact centers want the ability to provide exceptional CXs through quick and effective problem solving and information sharing .
Oftentimes , in order to be able to do this , contact center agents need the ability to connect with knowledge workers in different parts of the organization or to access resources in other departments . This leads to the desire for more , and more impactful , forms of communication and collaboration , such as voice , video , instant messaging , presence , and content sharing .
In addition to communication options , since 2020 there has been an enormous shift towards intuitive , user-friendly , and completely unified agent desktops capable of utilizing a single pane of glass for all customer and employee interactions .
Not only do unified single-vendor solutions enable agents to communicate and collaborate with employees across the organization , regardless of location , but they allow for full visibility , through presence , to ensure that queries are being responded to quickly and effectively .
Further , many capabilities traditionally only available in the contact center , such as quality management and speech analytics , can be extended outside of the contact center with an integrated , single-vendor UC / CC solution . This provides numerous benefits , including the ability to uncover insights , improve productivity , foster coaching , and ensure professional engagements deliver consistent experiences across the entire organization , for all user roles . NM : With customers demanding instant gratification , customer service has become a 360-degree operation that must leverage digital and self-service channels , along with a full suite of products on a single platform to be successful .
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