Setting up a cloud call centre? Here are 10 questions you would like to ask yourself now
Despite the increasing number of customer service channels available, most of the people still address the standard telephone once they want to contact a business. As such, your business’s contact centre remains central to maintaining customer interactions and relationships.
For this reason, as managers still awaken to the technology’s many advantages, cloud infrastructure has become the fastest growing sector of the decision centre market.
In addition to the value benefits, cloud contact centres offer scalable ‘anywhere, anytime’ access, easy integration with existing systems, and a good range of features that help businesses deliver excellent customer service.
If you’re one among the various managers contemplating leveraging a call center within the cloud for the advantage of your business, here are 10 questions you would like to ask yourself now.
1. does one need a managed or non-managed service?Opting for a provider that gives a managed service means they're going to work with you to know your requirements before building a system to satisfy them.
2. What telephone numbers does one got to include in your network?When creating any telephony network, knowing the numbers you would like to use and ensuring they're available for your chosen provider to figure with is prime . If you're working with a provider offering a managed service, this is often likely to be a part of the installation process. If it's not, you'll got to compile an inventory of all of your numbers to make sure your provider can use them to route all incoming phone calls on your behalf.
3. does one fully understand all of your technical requirements?
When moving to a cloud telephony system, you would like to make sure your network is ready to handle the rise in traffic it'll encounter when your voice channel moves to Internet Protocol (IP).
4. Who will need access to what and when?With the implementation of any cloud call center , different people will need different levels of access and therefore the use of various features.cloud technology companies
Therefore, after ensuring your network is prepared for the cloud, you would like to think about your approach to access rights.
Pertinent questions at this stage include: what features will your middle and senior managers need access to? Are these different to the features your sales team will need? And who goes to be the supervisor for your cloud call center network?
5. What sort of routing solution will you need?After determining who will need access to what within your team, you'll start to map your call routing requirements. First, consider all the various reasons why your customers might contact your business. you'll then start to review whether the calls of some customers should be priority routed counting on the context of their inquiry.
6. does one want to integrate customer-friendly solutions?Some businesses frustrate their customers by using interactive voice response (IVR) systems that are too complex or difficult to navigate. a serious benefit for cloud call centres is that they will easily incorporate computer telephony integration (CTI), which allows for the supply of intelligent IVRs. From a customer-friendly perspective, intelligent IVRs offer the likelihood of dynamic menus which will help your customers speak to the right person, faster.
7. does one want reports that monitor metrics and data?A cloud call center with CTI offers the chance for your service provider to compile smart reports. With such a wealth of knowledge potentially available, you'll be ready to access reports that provide detailed insights on important sales, service and marketing metrics. These can include things just like the number of prospects your agents are currently engaging, customer satisfaction scores and retention rates, all of which may be wont to generate a far better understanding of your business’s sales and customer service successes.
8. What training will you would like to provide?The return on investment (ROI) of any technology is restricted to the benefit enjoyed by the top user. Therefore, investing time in effectively training your staff on the new cloud telephony system effectively can pay for itself repeatedly over. It’s worth noting that, if you choose to travel with a managed service provider, they're going to often provide training to assist you and your staff get the foremost out of the system.
[9. what proportion ongoing support will you need?Any contractual agreement with the supplier of your cloud solution is probably going to incorporate technical support. the extent of ongoing technical support provided by most service providers is tiered by cost and designed to suit varying requirements. Using your knowledge of your team, consider exactly what proportion hand-holding is required to urge your new system working and operating smoothly on an ongoing basis.
10. Can a Salesforce Open CTI adapter improve sales and service?Salesforce’s cloud technologies help nurture growth by ensuring businesses can better maintain their customer relationship management (CRM) platform, without having to form an enormous investment in hardware and software.
A Salesforce Open CTI adapter allows all types of integrations and applications to plug into Salesforce within the cloud. As a result, it provides a wealth of advantages for helping call center agents deliver sales success and excellent customer service.
Want to find out more about how a Salesforce Open CTI adapter can help your business deliver better customer service over the phone? Then take a glance at NewVoiceMedia’s whitepaper, ‘The Advanced Guide to Salesforce Telephony Integration: the way to Compare Salesforce Open CTI Adapters’.
Want to be a Business Cloud Ninja?
Easy steps to going to grips with cloud app security for businesses of any size.
One of the key reasons why businesses were initially postpone by cloud services was concern over security. And whilst many damning headlines have trumpeted the risks from hackers and data leaks over the past decade, the reality is more nuanced.
As businesses looked into the technology more deeply, they realised that a cloud solution was actually how to enhance their security. this is often what cloud providers have banked on when developing a reliable, trusted business model in any case . Now millions are moving their business to the cloud, with the newest figures from the Cloud Industry Forum showing that cloud adoption rates within the UK are at 84 per cent and still growing.
So if you're new cloud, or not on top of things with the IT jargon inherent within the deeper discussions of business software, read on to means your thanks to business cloud ninja-hood.
“Bujinkan” (divine warrior training hall) – Dual-factor Authentication
One of the various criticisms of consumer cloud solutions is that they believe one password and username to regulate access. We use these services a day – think Facebook and Yahoo! But with enterprise apps you would like to seem for dual-factor authentication, because business data is usually far more valuable than your individual data. That’s why criminals are wanting to catch on .
Some cloud solutions build this in. With Microsoft’s Office 365, for instance , you get a further layer of security, with the power to feature dual-factor authentication to the login process. To access your data on any service with dual-factor authentication, you would like the quality password and username, and must also provide additional proof that you simply are who you say you're . On a mobile device this will be using the fingerprint reader, or on a desktop, it are often a text message with an ID that you simply then input into Office 365. Some banking software does this too, making your data far more secure. Consider this a grounding before learning the really impressive ninja skills.
“Buyu” (warrior friends) – Regular Data Backup
What use is data that isn’t also secure from loss? Once it’s within the cloud, the purpose is that you simply want it back sometimes. Some services offer a ‘free’ backup and recovery service as a part of the entire solution. With Office 365 as an example, you not only get the scalable collaborative tool to satisfy your business case, your data is additionally continuously protected and saved in multiple locations round the Microsoft network. If you are doing accidentally delete a file, it are often restored quickly and simply with just a couple of clicks.
Any cloud service should offer this backup facility. counting on the answer , you would possibly also need a full versioning and auditing system, enabling you to ascertain who made what changes, to which files, and when. These systems makes it easy to travel back to a particular point during a file’s life to correct a mistake . Should something be overwritten or deleted therein file, you'll easily spot where mistakes were made. Ninja skills indeed.
By extension, your backup should be ready to work as a disaster recovery solution. Should your business be suffering from floods, fire or the other natural disaster, you'll still keep it up working together with your files on Office 365, regardless of where you're within the world, or which device you select . Your data is held securely within the Microsoft Office 365 data centre. this is often automatically copied to other data centres within your geographic area . So albeit the Microsoft data centre is affected, there’s another copy during a secondary location which will be relied on.
Dan (black belt grade) – Always up-to-date
One of the key areas where businesses expose themselves to security problems is in not maintaining so far with the newest versions of the device OS or the appliance they're using. It’s easy to know why, when the day-to-day business of doing business is so onerous. However, hackers became increasingly more sophisticated and deliberately target businesses that are using out of date or unpatched applications. They exploit known problems within the systems to realize access to your data and other parts of the network.
With smart cloud solutions like Office 365 you not got to worry about which version of the software you’re running, because it automatically uses the foremost up-to-date software. Because the info remains within Microsoft’s Office 365 network, you’re shielded from other exploits and problems on your viewing device.
Ninjutsu (the self-defense of the ninja) – Privacy Settings in the least Levels
On a typical office file sharing system, you're usually allowed to access files during a given section, or project, or on a specific server. information technology consultingOnce you begin to permit external users into projects, which is becoming the norm in most businesses, security becomes harder to manage.
If you give your external users access to a specific server, it’s difficult to stop them downloading anything they find thereon server. Likewise on a project, they'll be ready to view files that ought to only be for the management or director level users to ascertain .
Chose an answer with variable settings from the get-go. you'll want to urge privacy and security settings which will go right down to a file level. you'll then decide exactly who can see a specific file or project, and people users only have that view and zip else.
Additionally, you ought to see about the power to form files viewable by particular grades within a business, or restrict all non-internal users from accessing files or projects.information technology colleges most significantly you ought to be ready to remove viewing rights quickly and simply at the top of a project.
Soke (grandmaster) – Putting it all at once
A ninja-like awareness of the cloud environment doesn’t need to be like walking a tightrope or balancing a dagger on your nose. It comes right down to remaining aware, staying aware of the possible threats and weaknesses of your processes and services, and staying strong with the proper security for your needs. within the world of martial arts this is often referred to as ‘zanshin’ – a state of awareness that a ninja displays.