Call centers have relied hosted interactive voice response IVRS and other off-premise cloud solutions for quite some time. Recently, however, a wider range of companies – especially those tailored for Customer Experience Management – are adopting them. All this is due to a growing interest in Unified Communications (UC) technology. Read on to learn more about UC, the many uses of hosted IVR systems, and a primer on collaboration in the cloud.
What is unified communications?
UC technologies are to integrate customer experience. More specifically, this technology looks to combine real-time and non-real time communication channels. For example, a company can pair a phone call (real-time) with an e-mail or voicemail (non-real time). Unified communications in other words, is not a single technology. It is rather a strategy to unite the whole customer experience as it relates to communication.
Applications of hosted IVR systems
IVR hosting has given rise to a wide range of e-commerce. These off-site solutions enable unified service improvements and quality performance, which was impossible with previous internal services. Several pilot applications and customer projects that illustrate this versatility include:
Real-time sales continuity – a feature that pairs a business customer relationship management (CRM) database with incoming calls to order cancellations to avoid. Callers can receive text or email confirmation of real-time.
Order Tracking – rings may request order tracking from multiple vendors.
Bill Pay – allows callers to pay by phone and receive messages with text, email or phone.
Phone donations – credit card information, basic details from donors can be collected with a simple outgoing calls or text messages.
Collaboration in the cloud – a primer
Cloud cooperation is moving towards globalization. In fact, a number of countries now look at it as an important way to both create jobs and help bring in much needed revenue. But there is no sector that benefits from the current technology more than cloud solution providers. These companies and businesses can outsource non-core activities and get them done on a massive low cost.
These companies also have the opportunity to concentrate on core processes for improved returns. The more time and save more internal skilled labor to core functions and therefore take the ultimate control over the development of their businesses. Nevertheless, caution should be exercised when selecting a hosted IVR outsourcing opportunities. If a company lands on the wrong suppliers like unprecedented downturn. Success or failure of an outsourcing program depends on working methods, punctuality, efficiency and capabilities of the vendor that a company gives its non-core functions.
What are the most important considerations to make when selecting a UC provider?
Experience is an important component to the partnership! Make sure that the selected partner greatly experienced, because even non-core activities are still so critical to the overall performance and productivity of the company. Experienced partners can offer proven and high quality output because they understand what it takes to be on top. The already accumulated knowledge over the long term, helping them to craft quality IVR systems. The selected partner will also offer all the essential offshore services as your business needs change or grow over time.
Does the vendor have the necessary infrastructure?
Well-organized and professional sellers must have state-of-the-art infrastructure, latest technology and modern equipment in their work. It is wise to seek out providers that have CISCO based IP network and communication systems to suit your business needs. For inbound call centers, the solutions consist of the best equipment and communications as caller never appreciates the noise distortion.
Check whether the seller has the industry standard and open billing processes. Some sellers will hide their billing procedures and processes, and can only raise questions later in the task. Make sure that the billing process is sufficiently discussed, understood, and have no outstanding issues and technicalities. The seller should clearly convey all the costs that you must be satisfied before concluding any agreement. Wise business leaders will investigate prevailing market prices, and establish the general standards to ensure that suppliers comply with industry terms and conditions. Deal with a provider that has a flexible billing process.
What is the quality of the service call agents?
The manners, courtesy and capabilities of these funds are the image that will be projected to the global market for your business. If they call agents at the call center services offer poor quality, you are your reputation will be hindered, and businesses will be hit hard. The business executive needs to personally assess the quality agent before hiring them for the services.