For the past few years, contact centres have become a major issue in growing businesses. With the development of new technologies and artificial intelligence, this link between the customer and the company strongly evolved. Now, most of the companies are no longer talking about Contacts centres, but about “Contact Centre as a service”, abbreviated to “CCaaS”. Using an application hosted on their website or a cloud, the company lets the machine try to answer the customer’s question. Most of the time, it leads the customer to a “Frequently Asked Questions” page or a forum post with a potential answer. If the page isn’t helping the client then the application leaves the hand to a natural person, better able to answer the question…
Optimise the customer’s time
This new technology-driven system facilitates exchanges between the customer and the company. First of all, if the client has a very basic question that can be answered without the need of a telephone agent, it saves a lot of time by letting the CCaaS lead the client to a webpage. In addition, conversations between the client and the application are saved and it helps classify the customer’s request. Indeed, every CCaaS starts with wide-ranging questions, which become more and more precise according to the problem. It means that if the application can’t find an answer at the customer’s request, the Contact Centre will already know the field to which the application relates. As a result, the request will be automatically directed to a counsellor with the right skills.
Lead the customer where he has to go
Many solutions exist to improve the customer experience online. Because CCaaS are a sort of intelligent contact forms, companies can’t spend all their time and budget to create this kind of tool. To help solve this problem, some groups specialised in this field provide all-in-one tools to support the transition of the Customer Service of a company.
For example, Odigo offers a full service to help companies lead their digital transformation, from a standard Contact Centre to an optimised CCaaS. With their services, they lead the customer experience in the uk “Straight where they want to be”. Using an Omnichannel customer experience, an intelligent routing and a Human Overwatch, this type of services are ready for optimum use…
