A recent report on the state of the global Cloud-based contact center market valued businesses in the space at nine billion dollars. Cloud contact center spending will reach $33 billion USD by 2024 and grow at an annual rate of 24.57 percent, according to the same report, meaning the market is more than booming and slated for further growth.
UK-based Kakapo Systems has been busy this year, playing a significant part in the rise of Cloud-based contact centers. They’ve announced a myriad of contact center solutions that improve CX, and today, Kakapo adds to its list, a new way for enterprises to connect with customers and vice versa - introducing Email Queues.
Much like Twitter Queues, Email Queues strive to solve a central problem troubling most call and contact center agents as well as management, providing a seamless user experience across all media in which customers use for support. The goal here is a true Omnichannel experience, and Kakapo is succeeding in this respect, providing countless media in which customers can receive answers to inquiries. Steve Tutt, Kakapo System’s Marketing Director told UC Today:
“The key thing with Omnichannel is, you have to provide everything or nothing. We’re layering on every touchpoint a customer might use to contact a provider."
A Unified Interface through Unity Contact
What is nice about what Kakapo Systems offers is its single unified experience. Under the guise of Unity Contact Center, agents can receive Tweets, BroadSoft calls, webchats, and now emails. They don't have to use Outlook, nor do they need to have a Twitter account. The Cloud-based contact center acts as the interface for all points of contact, making the experience simpler and more user-friendly.
Agents can add attachments, change fonts, add notes to popular CRMs like Salesforce. Because of Kakapo’s deep CRM integrations, call and contact centers sit at an advantage. When agents receive calls or emails, the CRM information previously logged can provide key information that alerts agents about the nature of the call and identifies if customers are ready to seal a deal.
Customers Value Consistency
If customers are ready to complete a sale, for instance, Unity prioritizes that call or email to the top of an agent's queue. And if the agent who last handled the customer's request is available, the email or call routes to them, offering a sense of familiarity.
Steve Tutt[/caption]