Cloud PBX Serves the Increasing Needs of Today’s Contact Center
Contact centers have seen customer demands and expectations sharply rise over the last several years. Not only are customers expecting higher levels of service, but they are also expecting it via a variety of channels. Today’s contact centers are relying on cloud PBX solutions to help them stand apart in customer service experience and stay on top of customer demands. A well implemented cloud PBX can help contact centers reach efficiencies and increase productivity in order to make their customers happy.
While some call centers are lagging behind by not offering multi-channel service and by relying on antiquated technologies, many call center decision makers are quickly realizing the benefits of a cloud PBX. With technology advancements and increased competition among telecom providers, cloud PBX solutions have become more affordable. They now offer a wide variety of features at a fraction of what legacy PBX systems used to cost.
Today’s call center managers can utilize a combination of the following cloud PBX features to stay ahead of customer demands:
- Skills based routing. There is nothing more frustrating for the caller than being transferred several times in order to get their issue resolved. Today’s demanding customer has a small amount of tolerance for being put on hold, waiting long period of time to talk to a live agent or being transferred multiple times. Skills based routing allows contact centers to reduce these frustrations by routing callers to the agents with the right skills and increasing the probability of first-time resolution.
- Live call monitoring. The ability to monitor calls can significantly improve service level results. By coupling call monitoring with cloud PBX reporting capabilities, call center managers can monitor their agents’ performance and quickly take care of issues as they arise.
- Scalability. Many contact centers deal with seasonality, so having a cloud PBX system that allows call center managers to quickly scale up or down is extremely important. As call centers grow in size, they can quickly add additional agents without incurring high hardware costs.
Cloud PBX has earned a significant role in today’s high-paced contact center as it offers the flexibility that call centers need.
Many contact centers need the ability to distribute their workforce among several facilities that may be located in different corners of the world. A cloud PBX offers just that: flexibility, scalability and advanced features to meet the growing customer demands.
Contact Center – References
- PBX Overview
- AVOXI Core – Cloud PBX
- Hosted PABX
- Hosted PBX vs. On-Premise PBX: The Battle Continues
- What is Cloud PBX?
- Virtual PBX – Wikipedia