In the past, companies might have contracted an old-school answering service to take after-hours calls, logging messages to be addressed during the next business day. Today, answering services have evolved to serve specific functions for narrow verticals, such as routing incoming calls to medical practices or handling time-sensitive issues, both of which regularly occur during business hours, rather than simply after closing hours.
The call center has also expanded. They not only handle incoming customer inquiries or outgoing telemarketing calls, but also incorporate chatbots, text messages, emails and other communications to address customer support issues beyond sales transactions.
Benefits of Hybrid Cloud-Based Call Center Operations
As noted above, today’s call centers must do more than process incoming calls or initiate contact with potential sales prospects. Labeled “customer relationship management” (CRM) software more precisely conveys the requests made to call center software by both companies and their more and more tech-savvy customer base.
Well-designed and robustly capable call center operations maximize customer satisfaction through a combination of artificial intelligence and trained human call center agents. For example, an AI chatbot can handle initial questions and easy issues, while also providing valuable details for communications that are eventually routed to agents.
Once a customer is connected to an agent, the agent is better equipped to deal with their concerns efficiently and effectively. Call center software can even route calls from a company’s most precious clients to agents with the highest skills. Call center software can even perform workforce optimization (WFO) functions, such as evaluating average time per call, higher sales rates, case categories, and similar aspects for individual agents and at an aggregated level for entire departments.
Flexibility in a Cloud-Based Call Center Platform
As a secure and versatile cloud-based platform, Aspect Via call center software giving your company the agility to expand and expand to meet growing business demands. It’s the ultimate call center app that addresses existing business challenges, with additional contact center and workforce optimization capabilities ready for extra challenges as they arise.
At the enterprise level, businesses are more and more turning to hybrid cloud-based operations not only for increased capacity, but also as a way to handle an more and more complex array of information transmission and communication methods, including mobile-based. Globalization has also introduced a new level of competition demanding levels of scalability and suppleness that only a hybrid cloud-based operation can provide.
Aspect Via cloud-based call center software offers the agility required by enterprise-level operations to meet changing customer demands. In particular, Via offers:
- Support for interaction management, WFO, and self-serve applications
- Share real-time and historical reporting across all capabilities
- Personalized role-based UX for agents, team leaders, and administrators
- Rich set of APIs for external integration, including dashboard widgets and CRM systems
- Cloud neutrality — compatible with cloud, Virtual Private Cloud (VPC), and hosted environments
Using Next Generation Call Center Capabilities at the Enterprise Level
Especially at the enterprise level, companies haven’t used after-school answering services for a long time. Today’s call center software platforms must handle incoming and outgoing communications, often in a hybrid cloud-based environment. In addition to handling calls, call centers are using chatbots and other AI-based technologies to increase efficiency and enable scalability in an more and more competitive environment.
Call center software also performs valuable WFO functions, including routing the most important calls to the most skilled call center agents in your company, and evaluating the performance of individual agents and whole call center departments. As the best cloud-based hybrid call center platform, Aspect Via provides enterprise operations with the adaptability and scalability to meet the ever-changing global business environment.
