Customer service moves to the cloud
Flexible Contact Center is completely on demand: it enables you to create and move your customer care whenever, wherever you want. And you can manage all communications channels in one interface. Here’s how.
A company shifts its entire help desk to a new region in the hours after an earthquake takes out power at a primary site; a contact center is created overnight to manage a new product promotion; or while her baby sleeps, a young mother in Delhi works from her living room, emailing responses to customer queries.
These scenarios are all possible today with Flexible Contact Center, the new offering from Orange Business Services. It provides global organizations with unprecedented agility to deliver customer care anywhere, any time and using any format.
Instead of the call routing, IVR and messaging servers sitting on customer premises or duplicated in local data centers, all email, voice and chat capabilities are moved into the cloud. To deliver state-of-the-art, multimedia customer care, all you need is an agent, a PC with network access and a phone.
Cloud computing is already transforming software delivery, the desktop and data centers, and its power now extends to customer care. Located in the cloud, Flexible Contact Center eliminates the need for dedicated equipment on site.
Companies can scale their contact centers rapidly and give agents access to the latest customer service tools, without any investment in capital or people to manage their infrastructures. Agents can be located anywhere – even at home – and managed centrally. The Orange global network provides all the agent and supervisor tools from the cloud and can collect and route calls from customers to agents, regardless of where each is located.
Orange can also provide cloud-based customer self service tools, such as IVR, and the system integrates with existing customer CRM tools.
Flexible Contact Center includes widgets, which are small custom-built applications that can be integrated directly into an agent’s contact center desktop. For example, a widget might be needed to give callers driving directions, for pricing, or perhaps for a troubleshooting script. As a cloud service, these widgets are created centrally and then can be instantly deployed to agents. The agent can customize the interface himself, or add and delete widgets as approved by his supervisor.
The Flexible Contact Center is the ideal tool for the supervisor: “They can look at their agents’ real-time status, examining their statistics individually and as a group,” explains Dan daCosta, Customer Solutions Marketing at Orange Business Services. “The service can provide all of the contact center metrics that supervisors want.”
This information can then be used for longer-term trend analysis, providing supervisors with, say, information about peak call times over the month. Where supervisors used to need to be in the same building with their agents to keep a handle on this, it is no
longer the case.
Because Flexible Contact Center provides everything except the agents, using a pay-as-you-grow model, it makes companies extremely agile.
here today, there tomorrow
To offer a good service in these new markets, you need customer service operations to be agile. This could involve supporting a new language or locating part of your contact center in a different country as your needs change.
In a multimedia world, it’s not just about flexibility in voice: Flexible Contact Center also gives agents new tools to manage customer care. These include chat, email and social media, and agents can customize their desktops based on their preferences.
Different channels appeal to different customer needs. For example, an older customer might like a voice conversation. Perhaps the agent handling that call will be based in that customer’s time zone. A younger customer may be browsing a company’s website and want a chat session about returning goods. This could be handled by someone anywhere in the world. A benefit of this flexibility is increased agent job satisfaction. Operators get bored if their jobs are too repetitive. Enabling them to manage customer calls one day and social media the next helps keep them enthusiastic and increases staff retention rates and productivity. This is a win-win-win for the agent, the supervisor and the customer.