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Cloud PBX vs. Cloud Contact Center: Which Do You Need?

Tuesday, September 26, 2017 - 12:30
Need a Cloud Contact Center Solution?

If you’re investigating the cloud to enable communications for both back office staff and front-line agents, you may be wondering if you can get by on a cloud PBX for voice services alone or if your needs require contact center services. If that’s the case, these five questions will help establish when your customer communications requirements would be better met a cloud contact center solution.

5 Questions to Determine if You Need a Cloud Contact Center Solution

1. What Are Your Teams Focused On?

The telephony system is a tool to assist a worker in their role – as opposed to being integral to their job description. If a standard Call Detail Records report will suffice for metrics, then a cloud PBX solution should cater to these basic requirements.

If several of your users are (or will be) focused on metrics such as Average Handling Time, Abandonment Rate or Longest Wait Time, then you’ll need a contact center solution that can accurately provide these stats in both real-time dashboard and historical reporting formats.

2. How Much Time Do Your Workers Spend on the Phone?

If the answer to this is “all shift,” then a contact center solution is certainly the way to go. A team that moves from one call to the next with minimal downtime will benefit from a system that automates many of the administrative tasks involved, such as scheduling call-backs or sending template emails and text messages. This can free up time for agents to move to the next customer and improve handling metrics overall.

3. Do Your Teams Use Scripts?

Scripts are a key indicator of an operation in need of contact center technology. Instead of using static documents (or even paper-based counterparts), interactive scripts can be created to be as comprehensive and dynamic as your contact routing rules. In fact, this can be the difference between an average or a great customer experience.

If your agents don’t stick to a verbatim script but instead use a “knowledge base” system for FAQs or articles and policies, those can be embedding directly in the agent desktop to be displayed during relevant pre-defined periods instead of forcing agents to switch between different windows or applications.

4. Do Your Users Frequently Move Between Different Contact Channels?

A typical PBX solution is focused on voice as the key channel, with unified communications options for internal instant messaging and presence capabilities. But if users frequently need to switch between their standard telephony system and an automated dialer, or if agents find themselves juggling calls, emails or web chats from various applications, then a blended multichannel contact center platform is the answer.

A cloud contact center solution can route all forms of customer contact through regardless of direction or medium, giving you the ability to create a seamless, omni-channel approach to contact management which gives a comprehensive view of a customer’s contact history.

5. How Complex Are Your Routing Requirements?

In some cases, hunt group functionality may be all that’s required and a cloud PBX could accommodate small or simple operations with limited requirements. But for more specific routing scenarios, it might be more effective to consider investing in a platform with more advanced routing options and contact tagging built-in.

When your customers get in touch, do you need to be able to route them to specific teams or departments? Is there a significant advantage in offering call-backs to your VIP customers or providing IVR-based survey capabilities? A cloud contact center solution would be in order.

If you’re investing the cloud for communications, our experts can help you determine which enterprise voice and/or cloud contact center solutions are right for you. Reach out to our team for a free assessment.

A version of this article first appeared on NoJitter.com

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