While UCC technology has been widely adopted by businesses of all sizes, until recently the thought of maintaining a contact center was a scary proposition for some SMBs. Fortunately, due to increased trust in the technology, smaller companies are now overcoming their resistance and reaping significant rewards as a result.
Unlike call centers, which handle incoming and outgoing phone calls, contact centers address customer inquiries through voice, as well as data applications like email, web-based chat, instant messaging and social media. The ability to communicate through multiple channels ensures businesses can respond to all customer requests regardless of their origin.
Having a contact center allows the SMB to better control its resources with the assurance that customers will always have their issues addressed in a timely manner. While the primary purpose of contact centers is customer support, some businesses also use them for outbound marketing and sales, as well as setting up appointments, taking orders and/or collecting feedback from customers.
The benefits of contact center as a solution
With cloud-based contact center solutions now available, SMBs have access to secure, enterprise-level technology at an affordable price. The cloud model offers several advantages, including:
- Fast and low-cost deployment—Implementing dedicated call center resources no longer requires the huge upfront investments or extensive maintenance contracts that on-premises resources demand.
- Greater scalability—The on-demand nature of the cloud model allows companies to expand their contact center team instantly. Agents can quickly be activated or deactivated to meet customer demand.
- Seamless omnichannel services—Customer inquiries can be addressed securely through voice, fax, email, SMS, chat, video and social media.
A viable option for your SMB customers
The contact-center-as-a-solution model gives smaller companies the same customer service capabilities as larger competitors. And in today’s competitive environment, this can be critical to their long-term success.
If you’re interested in learning more, contact our UCC expert, Chad Simon.