Kontakt centar kao usluga

One of the most important aspects of running a business is ensuring that you take good care of your customers. However, with so many available technologies and software solutions, picking suitable options can be challenging.

Neodgovarajuće softversko rješenje može dovesti do neočekivanih troškova, a da ne spominjemo probleme sa skaliranjem. Samim time, mnoge tvrtke prelaze na kontakt centar kao uslugu (CCaaS). No što je CCaaS i kako točno pomaže?

The idea is to create a robust contact center operated by the service provider, which drastically reduces your overall IT costs. These unique software solutions are designed to help you handle all inbound customer interactions and improve the overall customer experience. The most popular tools are cloud-based customer experience solutions that allow you to quickly address issues across every communication channel without worrying about maintenance or upgrades. 

Kako funkcionira kontakt centar?

Many people confuse contact centers and call centers. While the two terms might sound similar, a contact center accepts inquiries from multiple channels, while a call center uses only the traditional phone system. Most contact center software is powered by cloud technology. It allows businesses to improve the quality of their customer service across all interaction channels, including email, text, phone calls, website, or social media.

Contact center infrastructure is a huge challenge to set up on your legacy systems, which is why most companies use these modern cloud-based CCaaS solutions. An online solution offers better contact center functionality and advanced features such as an automatic call distributor, a predictive dialer, skills-based routing, interactive voice response, or multiple forms of voice calls. That is only possible with a cloud-based phone system, while a traditional phone system is limited.

Koja je razlika između kontaktnog centra i pozivnog centra?

A call center allows you to make and receive calls, while a contact center supports omnichannel customer interaction. In other words, a cloud-based contact center solution will enable customers to reach your support team through email, live chat, phone calls, website, or social media.

While a classic call center is either an inbound call center or an outbound call center, a contact center platform includes communication through all digital channels. Most contact center cloud solutions are designed to help improve the efficiency of your agents while improving overall customer satisfaction.

It can be an inbound contact center or an outbound contact center, depending on your needs. You can also opt for an on-premises contact center if you don’t want a cloud-based solution. It works the same as an on-premises call center, with the ability to manage inquiries from digital channels. 

Koje su različite vrste kontakt centara?

Postoji nekoliko različitih tipova dizajniranih za određene industrije i upotrebe kada su u pitanju kontakt centri. Evo kratkog pregleda glavnih vrsta kontaktnih centara.

1. Virtualni kontakt centar

Virtualni kontakt centar rješenje je zasnovano na oblaku koje vašem timu za korisničku podršku omogućuje pomoć korisnicima s bilo kojeg mjesta u svijetu. Omogućit će vašim agentima daljinsko upravljanje svim pozivima i upitima.

2. Lokalni kontakt centar

Lokalni kontakt centar poznat je i kao naslijeđeni kontakt centar i njime se u potpunosti upravlja s jedne lokacije. Osim geografskog ograničenja, tvrtke moraju uložiti puno vremena, novca i truda u vođenje lokalnog kontakt centra. Na kraju, svi agenti kontaktnog centra moraju rješavati probleme kupaca iz istog uredskog prostora. Stoga je ova opcija mnogo ograničenija od modela kontaktnog centra zasnovanog na oblaku.

A cloud contact center software is also a better solution because it can keep working even if your HQ loses power or experiences any other issue. Your agents will simply continue providing customer support remotely, and you won’t have to worry about extra expenses on hardware and other equipment.

Koja je razlika između UCaaS -a i CCaaS -a?

Both UCaaS and CCaaS are technologies used to manage customer communication. While there are some differences between them, they work best when combined. For example, UCaaS focuses on internal collaboration, while CCaaS focuses more on multi-channel communication with customers. When combined, UCaaS and CCaaS offer unified communications as a service model, helping you save many overhead costs.

Koje su prednosti kontakt centra kao usluge?

Sustavi kontaktnih centara zasnovani na oblaku pružaju dugačak popis prednosti koje ne samo kako će optimizirati cijelu operaciju korisničke podrške, već će vam pomoći i smanjiti ukupne troškove. Većina CCaaS rješenja nudi prednosti kao što su:

• Optimizacija radne snage
• Povećano zadovoljstvo korisnika
• Smanjeni zastoji
• Brza inovacija dodavanjem novih značajki
• Cloud migracije
• Mogućnost povećanja produktivnosti zaposlenika
• Sigurno i povoljno ulaganje
• Znatna ušteda u usporedbi sa legacy sustavima
• Drastično smanjenje troškova vlasništva
• Analitika korisničkog iskustva
• Dugoročno bolji poslovni rezultati