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Enreach

The Evolution of Convergence in Cloud Contact Centres - an Interview with Iain Sinnott on UC Advanced

Back to overview 28.06.2023

Iain Sinnott, Head of International Carrier Sales, Enreach for Service Providers, contributed to a recent article about cloud contact centres. Published in up-and-coming UCAdvanced, the report covered how cloud technology supports the evolving needs and preferences of both customers and customer-facing staff.

For instance, Iain observed how contact centre as a service (CCaaS) has simplified the agent at-home experience, making it easier to interact with customers, irrespective of device, location, or network. Cloud flexibility also means that agents can manage their reachability and have better balance in their daily lives. Plus, this anywhere, anytime access leads to more timely responses and subsequent resolution time.

Iain also mentioned the rise of casual contact centre features, provided as part of a UCaaS platform, removing the need for additional systems. This is especially ideal for smaller businesses that may not have dedicated contact centre agents yet have a number of employees who engage with customers.

The article also featured how customers’ interaction methods are changing and the need to give them choices. For instance, Iain talked about converged contact, citing how fixed voice, mobile, chat, video, email, SMS and social channels can be blended into a single seamless, user-controlled, context-based, and flexible environment. Other contributors commented on the need to support multiple channels, so it is good to see the message that converged contact is needed gain momentum.

The full article can be read here.

 

+ What is CCaaS and how does it benefit contact centre agents?

CCaaS, or Contact Centre as a Service, simplifies the experience for agents by allowing them to interact with customers from any device, location, or network. This flexibility enhances their ability to manage work-life balance and respond to customer inquiries more efficiently.

+ How has cloud technology changed customer interactions?

Cloud technology has transformed customer interactions by enabling a variety of communication methods, such as voice, chat, video, and social media, to be integrated into a single platform. This allows customers to choose their preferred method of communication, leading to a more personalized experience.

+ What are the advantages of UCaaS for smaller businesses?

Unified Communications as a Service (UCaaS) offers casual contact centre features that eliminate the need for separate systems. This is particularly beneficial for smaller businesses that may not have dedicated contact centre staff but still need to engage with customers effectively.

+ Why is converged contact important in modern customer service?

Converged contact is essential because it allows for a seamless integration of various communication channels, providing a user-controlled and context-based experience. This approach meets the evolving preferences of customers who expect flexibility in how they interact with businesses.

+ How does cloud flexibility impact agent productivity?

The flexibility offered by cloud solutions enables agents to manage their availability and work from anywhere, which can lead to improved productivity. Agents can respond to customer inquiries more promptly, resulting in faster resolution times.

+ What trends are shaping the future of cloud contact centres?

Key trends include the increasing demand for multi-channel support, the rise of casual contact centre features, and the need for seamless integration of communication methods. These trends reflect the changing expectations of both customers and customer-facing staff in a digital-first environment.