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Seamless Contact Center Transformation: What to Keep in Mind


Contact centers are evolving and transforming to better meet the needs of customers and improve operational efficiency. Major upgrades are being made to existing solutions, new applications are being integrated, and innovative technologies are being employed to enhance the customer experience. All of these efforts are allowing contact centers to modernize and become more efficient while providing greater satisfaction to the customers they serve.

However, the idea of contact center transformation can be interpreted in a variety of distinct ways. Depending on who you speak to, it can range from integrating a brand-new medium like SMS into the mix, to constructing an entirely new cloud-based system and processes to achieve comprehensive business objectives.

 To guarantee that your contact center as a service (CCaaS) strategy will deliver the outcomes you want now and into the future, think about which features your contact center will actually require—not just right now, but what you may require 6 months or three years from now. It is also important to determine which features and functions are critical versus those that merely serve as nice-to-have additions. With a CCaaS solution, companies are able to create a connected experience on the customer’s preferred channel or across multiple channels and contacts. Thus, it is essential to analyze which elements are worth investing in.

 Below are several topics to address when considering CCaaS:

Dynamic process orchestration

Companies can create a superior customer service experience through the use of dynamic process orchestration. The traditional call center model offers only finite and instantaneous insights, whereas CCaaS offers adjustable and flexible strategies that guarantee the uniformity of brand messaging during customer interactions. 

When modernizing a contact center, the CCaaS process organization should be made accessible through multiple channels and provide up-to-date information in real-time, as well as the option of intelligent self-service. This will allow businesses to better manage intricate customer interactions.

 Process orchestration tools may include: 

  • AI-driven virtual assistants 
  • Automated call distribution 
  • Chatbot 
  • Customer self-service opportunities 
  • Email 
  • Intelligent voice response 
  • Last or preferred agent routing 
  • Omnichannel experience integration 
  • Skills-based routing 
  • SMS and text 
  • Voice 
  • Voice biometrics 
  • Website


Workforce Management

A major motivating factor for a broad-scale contact center shift is the implementation of improved workforce management. This comprises of performance assessment, workforce scheduling, and ensuring adherence to regulations.

A current issue driving the implementation of CCaaS is the application of WFM systems to allocate resources across all channels. For two decades, WFM tools have been concentrated on voice call agents. Now though, with the quick transition to chat, SMS, and other digital platforms, WFM tools are developing to account for these new forms of communication.

Workforce management tools to consider include:

  • Automated coaching
  • Call recording
  • Customer satisfaction solutions
  • Forecasting labor needs
  • Quality Assurance
  • Scheduling
  • Shift changes / breaks
  • Speech & text analytics

Security and Compliance

A major advantage of a contact center transformation is the vendor’s accountability for handling security, compliance, upkeep, and system updates. When devising a complete CCaaS plan, it is imperative to keep in mind security and compliance, which can include:

  • Accreditation
  • Compliance
  • Data security
  • Encryption in transit and at rest
  • Integrations
  • Cybersecurity Protocols

Technology Selection and Organizational Alignment

For each of these categories, it’s important to evaluate the best fit when it comes to your business goals. Which performance indicators should be monitored? What does a successful transformation look like for your company? Who will benefit from the transformation and to what extent? Knowing how a call center transformation impacts the entire organization is essential, and establishing organizational harmony can be challenging. A vendor-neutral cloud expert can help your firm answer these questions and make a selection that best suits your current and future goals.

If you are considering a CCaaS transformation or simply interested in learning more about the advantages, Optus can provide expert assistance in selecting the best option for your organization and ensure a timely and successful transition. Whether you are just starting to evaluate CCaaS or already in the middle of a transformation, you can rely on our expertise to help you make the right decision.

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