Did you know that less than 10% of the companies have a complete view of their customer’s journey? Companies struggle across customer service-related KPIs (Key Performance Indicators) when they don’t have a clear understanding of their contact center’s performance. These KPIs include quality score, contact resolution rates, average call handling time etc..

Here are some of the reasons why investing in an intelligent contact center solution can improve your business’ performance.

Utilizing data-driven insights

According to Deloitte, a business that uses customer insights is 60% more profitable than those that don’t. Forrester quotes that Insight-driven Organizations are growing 8 times faster than the global GDP. Statistics from Gallup highlights that organizations that leverage customer behavioral insights will outperform peers by 85% when it comes to growth in sales.

Making great use of data and analytics will help you work on the much-needed areas. Thereby improving the overall customer experience and retention. Intelligent contact center solutions allow you to gather and utilize data-driven insights. Some insights available include:

• Contact Center Analytics: Gather contact center metrics which help with trends, overall impact, root cause analysis and results
• Customer Analytics: Analyze customer-related data sources to recognize trends, opportunities regarding customer-related data sources.
• Speech Analytics: Analyze transcribed voice and text engagements to recognize trends, insights, performance drives and more.

Reduction in time and costs incurred

You don’t like waiting on the phone, neither does your customer. An intelligent contact center solution directs and passes the call to the right agent, significantly reducing wait time for the calling customer. Furthermore, it will help you save time by automating certain aspects of your business. This leads to a reduction in costs as you don’t have to hire a pool of employees to monitor and track customer experience. Moreover, extensive telephone service hours will not be a problem, your customers will be able to reach out to you 24 hours a day, 365 days a year.

Reduction in time and costs incurred

In the modern-day, customers are more likely to report or express their experience/problems/concerns/feedback on social media rather than via call. The right solution will integrate with all your social media platforms and promote a better service experience.

Scalability and Flexibility

Leveraging the power of cloud computing, hosted Intelligent Contact Center Solution with integrated Voice and Omni Channel capability offers complete control over your business communications and flexibility of scaling up your operations without any boundary. By using cloud based contact center solution, you don’t need worry about the increased flux of calls or expansion in your team. Resizing of resources is just a call away, which helps you focus on your business and leave the heavy lifting to your contact center solution provider.

At Jazz, we believe that exceptional customer service is the cornerstone of any great business. Our digital-first cloud-backed smart contact center solution harnesses the power of SIP platform and Jazz’s fixed connectivity. Through our omnichannel solution, you can get in touch with your customers and aggregate data to create a 360-degree customer profile. Furthermore, you can make data-driven decisions with a remotely accessible dashboard. With Jazz’s Smart Contact center solution, you can save money and time, and transform your customer services.

Learn how you can do it by reaching out to us today for reviewing opportunities to delight your customers with Jazz’s Smart Contact Center Solutions.