To keep up in a changing and competitive market, companies need to be able to mobilize a workforce—even a remote one—without compromising service quality. Managed service providers deliver a smoother, smarter and more seamless customer experience, and they can help businesses hurdle the barriers that have plagued contact centers for years.
API integration support for third-party applications, for example, helps agents glean real-time customer insights that prevent touchpoint amnesia. Cross-channel integration allows agents to recognize their customers regardless of the channel the customer is using. With advanced contact routing, customers get connected to the right agent or method of service right away. Interactive voice response lets companies interact with callers, gather information, connect them with the right person and deliver the right data to the agent.
Managed contact center providers can also help businesses optimize workforce management, expand the talent pool by hiring agents to work virtually, streamline the scheduling process and provide regular training to employees so that they can better use advanced features. Once you implement a managed service, listening to customer feedback is the critical next step for honing the service you provide.
Most leading contact center software OEMs today are delivering highly functional applications capable of delivering a superior customer experience, whether it is cloud based, vendor hosted or even client-premise based. A contact center service provider will help ensure the contact center operator maximizes their existing technology investments, while also executing on operational key performance indicators and helping clients transform their customer experience.
To streamline business operations, support your workforce and improve the customer experience, explore Verizon's options for Contact Center Managed Services.