Our participation in CallCenterWorld that took place in Berlin this March allowed us to demonstrate the advantages for call centres of moving to the cloud. By moving away from the traditional PBX-based approach to phone systems and implementing a software-only design, call centres, service providers, and other businesses can benefit immediately from a flexible, scalable, and cost efficient call system – no CAPEX required.
There is considerable hype surrounding the cloud and each week a new forecast is released that highlights the growing trend towards adoption of and migration towards cloud services. In addition, it seems that every analyst and vendor has an opinion over the best approach.
Voice recording has been important for many enterprises for a number of years. As more and more customer enquiries have been dealt with by telephone calls, it’s been essential to record these in order to maintain quality and provide training for new agents. Call centers depend on reliable, scalable digital recording solutions to provide a record of transactions and customer interaction.
Every organisation runs a set of different applications to manage communications, customer data, accounts, processes and so on. Typically, these applications and services exist as silos and lack the co-ordination to enable the sharing and cross-coordination that is required. But increasingly, organisations need to share this information and to ensure it is accessible across systems.
Thanks to the advent of Communications Enhanced Business Processes, or CEBP for short, this kind of integration and sharing of resources and data across different systems can now be achieved. Simple API connectors enable common enterprise resources to communicate, with the result that information can be shared and made available to employees across locations and systems.
As communications is fundamental to the success of organisations, it makes sense to put all communications channels at the heart of these enterprise applications. That’s why all of jtel’s solutions come ready equipped with APIs that enable connectivity and integration with third party applications. This means, for example, that agents in a call center might have access to customer data from several disparate systems, or participants in a conference call might simultaneously have access to relevant project data, with a view customised to suit the device they are using.
CEBPs have the potential to dramatically enhance organisational efficiency. By ensuring that relevant information is readily accessible, depending on context, employees can service their customers more effectively and efficiently. Depending on the department concerned, this can be realised, for example, by reducing conversational time while increasing the chances of converting customers.
Removing silos will lead to the integrated organisation. Why not find out how jtel’s solutions can help solve communications challenges while ensuring greater efficiency and integration between enterprise applications and services? Call us and learn how CEPB can benefit your organisation.
When a customer is browsing a company website and choosing which products to buy, they sometimes need a little help. It’s a surprising fact that the majority of customers load up their online shopping baskets and then do not proceed to checkout. Research suggests that more than 67% of customers show an interest in products but do not actually buy them.
For online retailers and e-commerce in general, this is a significant problem. They need to be able to increase conversion rates and smooth the buying process. As we said, sometimes customers need a little help.
It’s rather like being in a real shop – an assistant may be available to answer questions, provide advice and to discuss the products in which the customer has shown an interest. What online retailers and e-commerce merchants need is a way to engage more in the buying process and to provide a means to deliver virtual assistants so that customers can be given the advice and nurturing they need in order to purchase a product, particularly higher value ones.
That’s where WebRTC comes in. It’s a simple way to enable communication from within a browser session. So, for example, an online shopper might be considering a purchase but just needs some help. If there’s a click-to-call button carefully displayed on the website, they might be encouraged to use it and to be connected through their browser to an agent in a call center, who can then assist with any questions and hopefully help the customer to complete the transaction.
But there’s more. Using analytics, WebRTC can also facilitate the transfer of information from the customer’s browser to the agent, so that they will know what the customer has been looking at, what they have added to the shopping basket and so on. In other words, the agent will be armed with information regarding the customer’s buying intentions and will be equipped to offer immediate help.
Just think – increasing conversion rates by even small fraction can have a significant impact on sales. Anyone with an online boutique or online sales channel needs to consider how they can integrate the web more effectively into their traditional retail channels, such as the call center. That’s where we can help. Our technology enables organisations to extend the reach of their call center into the online world with full WebRTC capabilities.
If you want to make the most of your online and call center assets, you need to talk to us to find out how. Small details can make a big impact and we have the expertise to make that happen.
