Many modern contact centres offer live chat, social media, and messaging.
Some may even dabble in video and consider the metaverse their next viable channel for customer engagement.
Yet, the principle remains: when companies enhance their voice, they enhance customer service.
After all, the complex, emotional issues that make or break experiences come thick and fast through voice.
Moreover, many customers have an overriding preference for the phone and will stick to that no matter what.
To meet this demand and deliver excellent, efficient voice experiences, contact centres must weigh up each of the following critical considerations.
1. To Cloud or Not to Cloud?
Many will point to the many benefits of cloud migration and consider this an open and shut debate. After all, cloud migration offers increased scalability, accessibility and ease of integration.
That said, if contact centres are happy with their current on-premise solution and simply want to add a little innovation on top of it – whether on the voice channel or elsewhere - there is no need to bow down to the pressure.
Indeed, after all the mass cloud migration caused by the pandemic, those that still have not moved to the cloud must have a good reason.
Thankfully, solutions such as Live CX Work from Anywhere from AudioCodes exist to support these operations in offering remote working and ensuring high-quality voice experiences.
Peter Broeckx, Regional Sales Director of Contact Centres at AudioCodes, also puts forward further innovations that add value to voice – both in the cloud and otherwise. He says:
It is also possible to add click-to-call features to digital journeys and conversational automation to the existing platform to enhance voice operations.
As a result, the need to rip and replace existing contact centres with a CCaaS solution, as many vendors imply, is perhaps a little overegged.
2. Can I Keep My Carrier Autonomy?
Many who choose to move to the cloud will strive to keep their current telephony numbers, connectivity and tariffs. Unfortunately, many CCaaS and UCaaS providers put forward solutions with calling plans attached.
Consequently, businesses must often play by their rules and port all numbers to the new vendor. Doing so is not always easy or desired – especially for enterprise customers. After all, the best carrier varies from country to country and region to region, so working with a single vendor for voice connectivity is a concern.
Moreover, the enterprise may have negotiated a better deal with various carriers than the CCaaS or UCaaS provider. As such, there are cost benefits to keeping their current contracts.