Today, flexibility is paramount, and small and medium-sized businesses often have the advantage of being more agile than their larger competitors. The top contact center solutions can build on this advantage by providing agents with the latest technology to manage customer interactions wherever they need or want to work.
Call routing enables remote working. It also allows businesses to personalize and set custom business hours and worker shifts, so customers can stay in touch 24 hours a day and still receive the same level of service. Your agents can work from both Apple and Android devices, as well as apps or desktops, with access to useful features such as click-to-call, forward-to-phone and desktop notifications. They can take notes, leave tags and assign calls from any device. If your agents need to work remotely, they can still access the same information and technology safely and securely. All they need is an internet connection.
With a cloud-based platform, agents have simple access to a full view of each caller's information, so they can make the contact center customer experience more personal. These solutions can also integrate with customer relationship management databases, marketing tech solutions, chat platforms and e-commerce systems.
Furthermore, easy integration to existing systems and access to the latest technology and tools help businesses attract and retain talented local or remote agents who want to work in a modern environment with intuitive technology.
Customer service never sleeps, and there's always room for improvement. The cloud is ideal to support the technologies for modern customer service requirements because it's inherently agile and flexible; it provides quick and reliable network connections that can help you scale quickly while controlling costs. With their ease of use and many capabilities, cloud contact centers can power what differentiates you from your competitors: outstanding service.
Learn more about how Verizon's cloud contact center solution can propel your small to medium-sized business into the future.