6 reasons to have a Next Generation Integrated Contact Center for your business

Integrated Contact Center

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Want to improve your customer engagement and experience? A Next Generation Integrated Contact Centre (NGICC) can be your silver bullet.

According to a Walker report, customer experience is expected to surpass price and product as the crucial differentiating factor by 2020. And, the fact that nearly 65% of customers consider a positive experience with a company to be more persuasive than great marketing shows how important customer experience is for your business to flourish.

In this blog, discover how using a Next Generation Integrated Contact Center can benefit your business by improving customer experience.

Why should you use a Next Generation Integrated Contact Center?

Here are 6 reasons why you should include a NGICC in your business model.

1. Omni-Channel Access

According to a report by the Aberdeen Group, a large number of companies today are using at least eight different channels to engage their customers. Some of these channels include social media (e.g, facebook, twitter) email, live chat, voice, websites and more.

Can you imagine how challenging it could be to manage and optimize all these channels simultaneously to offer seamless customer experience?

This is where a Next-Generation Integrated Contact Center comes in. It allows your end-users, whether customers or SMEs, to enjoy multi-channel access to your business while providing you with an integrated solution to manage all these channels. 

2. AI and Human-driven Chatbots

Did you know that a whopping 67% of customers all over the world have used a chatbot for customer support over the past 12 months? 

It comes as no surprise that, by 2020, almost 85% of all consumer communications will be handled without human intervention. So, it’s just not feasible for your business to ignore the power of Artificial Intelligence (AI) and chatbots.

Equipped with AI and Human-driven chatbots, a Next Generation Integrated Contact Center helps you offer exceptional customer experience by providing support to the customers whenever they want, wherever they are.

3. Click 2 Call

Another powerful feature of a NGICC is Click 2 Call that empowers your organization by transforming virtual traffic into potential leads. Your customers can directly communicate with your live agents without leaving your website.

4. Unified Agent Panel

A Next Generation Integrated Contact Center offers a unified agent panel so that all your customer interactions are managed from a single point. No matter what channels your customers choose, a NGICC will get you covered.

5. Cloud-based Solution

It offers a cloud-based solution which considerably reduces the risk of data loss due to regular backups. You can access resources remotely, without spending money on expensive servers and other paraphernalia.

6. Customizable Forms and Flexible Functionality

A NGICC offers flexible functionality that can also integrate multimedia. It can progress in the way that’s most appropriate for your company. You can refine the contact management application according to your corporate requirements. 

It also allows you to create multiple customizable forms that can be used during different campaigns for effective customer data collection.

Key Takeaway

Whether you are an online business or a brick-and-mortar company, using a Next-Generation Integrated Contact Center can create an intense and constructive influence on your business and on the opinions of your consumers.

Now that you know what benefits an NGICC has for businesses, we’re sure you’d want one for your company. Get in touch with us today! We’ll help you create an intelligent contact center to take your customer experience to the next level.

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