The contact center landscape is changing as customers are increasingly demanding immediate, personalized service at any hour. There is constant talk around how hesitant some companies are to move to the cloud or make any changes at all to their communication solutions. Change can be overwhelming, but are they considering how much the right cloud-based platform will transform their business for the better?
Traditionally, companies unite their communication platforms through acquisitions. To create a unified communications solution, organizations need to leverage many products and components. Putting together a solution can be confusing and complicated. To beat piecemeal systems via acquisitions, why not use a better solution that has all the communication channels needed, housed in one platform?
Connecting All Your People
Those who are truly innovative will be led to build a BCaaS (Business Communications as a Service) platform from the ground-up, connecting the Contact Center, Unified Communications and APIs all in one intelligent interface. It’s never been easier to connect the CEO with a product developer and an executive with a call center agent and so on. Your company operates as a larger whole, so it should have the ability to communicate seamlessly--whether internally or externally--as such, right?
And because today’s business landscape is global, it’s more and more common for employees to work remotely. A global communications platform allows agents to talk with customers and employees to connect with each other, regardless of their respective locations. Being able to connect at any time from nearly any location enables a faster resolution to complex problems.
The Power of BCaaS
Businesses can’t settle for just any BCaaS platform, however. Previous communications tech companies had software that was overly complex, with very little gain from it being so complex. In order for your organization to really benefit from this type of solution and to leverage all that comes from being fully cloud-based, you need a robust BCaaS platform that’s perfectly thought-out and put-together. A well-built, next-gen platform is easy to start using and offers deep integrations without the complexity.
Despite the many tools and providers available, there is still an overwhelming amount of businesses lacking the technology they need to meet the ever-changing demands of omni-channel customers and the agents serving them. If your organization has jumped on the BCaaS bandwagon, make sure you’re using the right platform for your business. With the right cloud communications and collaboration tech, your workforce will be more efficient and you’ll increase customer satisfaction.
If you’re ready to upgrade your communications to a BCaaS platform and are looking for a business dedicated to CX solutions offered through the cloud, click here. Edify is the newest innovative solution for companies that need next-level customer service abilities combined with internal communication and collaboration tools. We are a technology-first company that designs tools to help your business interact more effectively, both with your customers and with each other.
Become a changing force by implementing a brand new BCaaS platform; your employees, your contact center, and your current customers will thank you.