In today's digital age, customers have more choice than ever before when it comes to where they spend their money.
In the face of tougher times, customers can be ruthless in cutting ties, as seen in the recent Netflix exodus, unless there is a clear value being delivered, or a genuine connection with brands.
Modern Cloud technologies offer several advantages for businesses that want to improve their customer experience while lowering the costs associated with a legacy on-prem solution. One of the key benefits of moving to the cloud is an omnichannel approach, in which customers can contact businesses through whichever channel they prefer, whether it is phone, email, chat, or social media.
According to Frank aan de Stegge, EMEA Partner Marketing Leader at Zoom, enabling this omnichannel communication strategy can help build resonance with customers, adding that, “there has been a big shift in consumer behaviour when it comes to brand abandonment.
“Research has shown that many of the Gen Z and Millennial shoppers have deserted brands, which is the biggest reason organisations are now rethinking their traditional customer service model and pivoting towards a customer focus that re-establishes brand loyalty”
It is more important than ever for businesses to focus on delivering excellent customer experiences. Contact Centres are a key part of the customer experience, and many businesses are turning to the cloud to improve their Contact Centre operations.
In step, Five9 and Zoom who are filling the gap in the market for those looking for Contact Centre solutions that provide an effective way to engage with customers in their hour of need, while leveraging cloud technologies to find a solution in an efficient manner.
As Five9 President of Partner Sales, Thomas John, points out, the cloud boom for the Contact Centre is yet to peak, and Five9 is leveraging the relationship with Zoom to cater to businesses’ needs.
“Customer experience is clearly of fundamental importance to businesses,” said John. “Generally, the rule of thumb is that 1,000-strong enterprises house roughly 100 people working in a contact centre or in a customer service domain.
“That 10-1 rule holds true down to small companies, which shows how important customer service is for business. In Europe, there are estimated to be 6 million contact centre seats, and we know that the move to Cloud really began in earnest during the Covid-19 pandemic. The growth rates we’re seeing point to an inflection point in the market, and Five9 believe we are at the beginning.”
Better Agent Wellbeing
Another advantage of cloud technology is that it can help improve agent wellbeing. Contact Centres can be notoriously stressful places to work, and agents often must deal with challenging calls.