Krutant Iyer
March 8, 2023
•
10
min read
Traditional call centres are dead. While many providers shy away from this fact, the numbers are clear:
- Customer Retention: Businesses using omnichannel engagement retain 89% of their customers.
- Market Shifts: 22% of businesses changing providers do so to find an integrated UCaaS and CCaaS platform.
Traditional call centres are now ancient relics. They followed a monotonous practice where customers only called to complain. This engagement was limited, one-sided, and offered no benefit to agents or customers.
Communication cannot exist in isolation. It is vital to every business process. To succeed, businesses can no longer offer disconnected experiences. Modern solutions keep data, identities, and tools integrated, even across global teams.
Decoding UCaaS, CCaaS, and CPaaS
Businesses today want a platform that supports both customer support and internal teams. Understanding these acronyms is the first step to leveraging their power.
What is UCaaS?
Unified Communication as a Service (UCaaS) is a cloud-based system. It integrates all communication channels into one centralised system. It became the top choice for large businesses when legacy systems failed to support remote workers.
What is CCaaS?
Contact Centre as a Service (CCaaS) allows businesses to manage customer interactions across voice, email, chat, and social media.
- Key Features: Automatic call distribution (ACD), interactive voice response (IVR), and workforce management.
- Trend: 60% of businesses are expected to switch to CCaaS by 2025.
What is CPaaS?
Communications Platform as a Service (CPaaS) lets businesses add real-time communication into their own apps.
- It uses APIs to build custom tools or integrate voice and video into existing workflows.
- It often includes pre-built tools like chatbots and intelligent virtual agents.
Why your Business Needs a Unified Contact Centre
A unified contact centre manages all interactions in one centralised system. This improves the customer experience and increases workforce efficiency. It also provides real-time analytics for better decision-making.
Improves Customer Experience
The way you interact with customers defines your brand:
- Positive Impact: 72% of customers share positive experiences with at least six people.
- Negative Impact: 13% of unhappy customers will tell 15 or more people.
- Omnichannel Benefit: Customers use their preferred channel while you track everything in one unified system.
Increased Workforce Efficiency
Unified centres see at least a 50% increase in agent productivity. This leads to:
- 2.9x improvement in average handle time.
- 80% decrease in customer complaints.
- Agents get a panoramic view of the customer journey. They no longer need to jump between multiple tools.
360-Degree Data Visibility
60% of failed first-call resolutions happen because agents cannot access the right data.
- Actionable Insights: Centralised reporting helps you measure performance and spot trends.
- Consistency: A retail business can manage email, phone, and social chat in one interface. This reduces the risk of duplicate enquiries.
Characteristics of an Omnichannel Contact Centre
A modern contact centre is an experiential hub. It provides a seamless experience regardless of which channel a customer chooses.
- Omnichannel Availability: Customers interact via phone, email, or social media. Agents use a single interface to manage this communication without switching tabs.
- Agent Empowerment: Agents get access to historical data, purchase history, and real-time coaching.
- Personalisation at Scale: Agents can view the entire customer journey. This makes it easier to greet customers proactively and identify cross-sell opportunities.
- Collaborative Synergy: Enquiries are routed to the right experts immediately. Marketing and product teams can be pulled into conversations directly.
- Automation Through Virtual Assistant: AI-powered chatbots handle routine tasks. Most modern systems use a "plug-and-play" model that requires no coding.
- Real-time Data Visibility: Businesses get a comprehensive view of sentiment and behaviour. This human-AI collaboration helps make progressive predictions.
- Localised Support: Cloud tools allow you to go global from one location. Agents can deliver local experiences to customers worldwide without needing physical offices in every region.
- Security and Compliance: Data protection is the priority. These systems follow GDPR and use encryption. Administrators can easily back up data to local servers.
Best Omnichannel Contact Centre Solutions in the Market
With many traditional providers facing difficulties, businesses are looking for upgraded solutions. We compared CINNOX against RingCentral MVP and Talkdesk.
How does CINNOX compare to RingCentral and Talkdesk
RingCentral MVP
Users often report:
- Poor call quality.
- Complex account management.
- Lack of effective customer support.
- Difficult interface navigation.
Talkdesk
Common user concerns include:
- Difficulty purchasing numbers.
- Frequent call drops.
- Glitchy interface and poor call quality.
The CINNOX Advantage
CINNOX offers more comprehensive capabilities than RingCentral MVP at the same price point. It is also more affordable than the Talkdesk CX Cloud Essential solution.
Recently named one of the top 10 CX solutions in APAC by Marketing Tech Outlook, CINNOX allows your business to:
- Unify telephony, web, and social channels.
- Integrate WhatsApp, WeChat, LINE, and Facebook.
- Transcribe audio calls to capture customer sentiment.
- Route enquiries effectively based on agent expertise.
Create an experiential hub to unlock now opportunities!
Build your own omnichannel contact centre within moments and connect every customer moment across marketing, sales and support services across all channels.
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