Should a company have its contact center in the cloud?

In CRG we believe that the contact center in the cloud is the only sustainable approach to delivering customer experiences that are immediately relevant to your customer’s service and is ready to handle the scope of your enterprise contact center.

For 2023 having a contact center in the cloud is not just a trend but a logical and strategic decision. Customers expect an evolved experience when dealing with customer service platforms. 90% of consumers think that customer service is a determinant factor in their loyalty to a brand. At the same time, 99% believe that technology is crucial for them to feel satisfied, for example when a virtual agent participates in the attention. The information comes from an IBM study.

A contact center in the cloud is of great help in reducing complexity for the clients, as it allows customized attention. As well it reduces costs for the one who implements it. Five9 is one of CRG’s partners, and we value its capabilities in developing strategies based on technology and artificial intelligence.

One of the primary services we provide is the contact center from the cloud. It’s a way of unifying the communication between agents and customers or even giving the clients the option of a self-service system. Unification means an omnichannel strategy for both inbound and outbound communication.

Benefits of a contact center in the cloud

• The cloud system means less personnel rotation or optimizing the workforce, adding a better service. (This is something that according to the IBM study, increases satisfaction by 26%.)
• Has a positive impact on the organization’s decisions. Data potentiate each of these capabilities, contributing to the business, using IA, analytics and business intelligence, and helping throughout the complete transaction cycle.
• Integration includes the existing systems, benefiting ROI with just one intuitive interphase. It can also integrate easily with complementary cloud-based applications like CRM, using APIs.
• Besides integration, the contact center’s service in the cloud includes automatic call distribution, interactive voice response systems and workforce management.

What’s the relevance for the agents?

You can see several benefits, but one is directly related to the improvement of the agents. When using a contact center in the cloud, the virtual agent allows the workforce to concentrate on those tasks and responsibilities that technology can’t substitute. Consequently, the agent’s performance improves and becomes more focused,  empowered, and committed.

The result of the implementation creates a perfect environment where collaboration occurs between the agents and the artificial intelligence, which comes with savings for the operation. According to Five9 this represents at least 1% of operatives’ costs.

How is Five9 useful?

In CRG we profoundly trust Five9’s capabilities as it’s a competitor with notable advantages in the market. Omnichannel is one of its primary attributes, which includes chat, email, WhatsApp and Social Media. It has over 20 years of experience applying and adapting contact centers in the cloud, significantly more time than its competitors.

Working directly with Five9 allows us to contribute to helping companies to achieve their CX expectations. We also help businesses transform or iterate as fast as they need, always working strategically. Reach out if you want to learn more about this service.

Written by: Arturo Prado