These days, customers expect brands to be available wherever and whenever they want—to buy goods, receive support, or find information. That’s why it’s more critical than ever to offer omnichannel cloud communication with integrated, high-touch experiences across web, e-mail, voice, SMS, and more.
This kind of integrated communications platform can also help you deliver on your brand promise of a seamless customer experience. To achieve this, companies are increasingly implementing Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platforms. As consumers demand increasing personalization and convenience, an omnichannel strategy can meet those expectations as well as foster brand loyalty and connection.
Optimize omnichannel cloud communications for the best customer experience
Designing a differentiated customer experience (CX) that leaves customers feeling surprised or delighted can rocket companies ahead of competitors. However, designing the best CX requires the right mix of technology and planning. Here’s what you need to know before embarking on the journey.
Learn more: Integrated communications systems drive greater efficiency for dispersed workforces
1. Prioritize personalization
Customers want to feel known. They may expect a brand to be able to address their specific needs, without being bounced around to multiple customer service representatives or channels. Some aspects of interactions that will set their experience apart include:
- Fast answers.
- Unlimited availability.
- A live or a virtual agent who knows the context of their previous interactions.
- The ability to serve themselves.
- A choice of channels.
- Personalized recommendations.
Creating seamless, personalized experiences with cloud-based omnichannel communication requires brands to integrate voice, chat, e-mail, social media, and more. It also takes a significant amount of customer data, collected and stored efficiently and securely.
2. Consider the big picture
A successful cloud-based omnichannel communication strategy can mean more than implementing robust chat functions or AI-powered customer service agents. It offers the opportunity to build in processes that boost sales, refine data management, gain deep consumer insights, and bring internal teams together. Companies should consider these tips:
- Take advantage of each touchpoint with customers to cross-sell or upsell, when appropriate.
- Make sure you have the capacity to manage large amounts of customer data, securely.
- Ensure you can derive useful insights from the data you collect.
- Review existing processes and evaluate how AI and automation can streamline them.
- Be transparent about the changes to bring your teams along.
3. Choose the right platform
Integrated platforms like UCaaS and CCaaS make it easy to offer great CX while considering your specific business needs. Providers like OnX can help you implement and take advantage of these platforms. OnX provides tailored solutions and vendor-agnostic design, implementation, and continued support for UCaaS and CCaaS platforms. These options are available with OnX:
UCaaS
- Microsoft Teams Voice
Microsoft Teams Voice offers voice calls, video calls, and chat to keep employees connected. For external voice calls, it can connect to a Public Switched Telephone Network (PSTN) through Direct Routing or Operator Connect. Additionally, it works with third-party solutions for customer support centers to provide a familiar interface for representatives.
- Webex Calling
Cisco’s UCaaS solution, Webex, includes voice and video calls, chat, conferencing, online meetings, and mobile options. With apps available for desktop or mobile, Webex provides employees with a familiar experience, whether they work in the office or on the go. It also offers a customer contact center feature.
- Best-of-breed add-ons
While UCaaS platforms provide robust calling capabilities, enterprises can augment those solutions with specialized add-ons to meet their unique requirements. These integrations include features that go beyond the platforms’ native offerings, including AI-powered analytics, compliance-grade recording, and advanced communication channel capabilities.
CCaaS
- Webex Contact Center
Webex’s CCaaS solution streamlines large-volume customer interactions for service center operations. It offers SMS, e-mail, social media, voice, video, chat, and conferencing options for customers to connect with your brand. AI-generated summaries of customer interactions give service agents the context they need to help customers. Webex Contact Center is ready to scale as your enterprise grows.
- Five9 Contact Center
Five9 provides a 360-degree view of customer interactions by consolidating voice, chat, SMS, e-mail, and social media channels. It also offers automation and AI-powered tools to help guide customer interactions where you specify. For example, easily customizable virtual agents can handle frequently asked questions so service representatives can tackle more sophisticated customer requests.
- OnX CXsync
OnX CXsync gives you the power to derive insights from customer interactions. Its AI-Suite offers sentiment analysis to empower agents to meet customers where they are. Transcriptions and summaries of customer interactions provide service representatives with the context they need to create a personalized experience. The integrated AI also monitors trends in customer questions and can even identify opportunities for service representative training
Learn more: CCaaS continues to evolve with these contact center solutions
Let the integration experts at OnX help
OnX has been guiding brands through the process of achieving optimal communication solutions for decades. Collaborative and focused on your needs, OnX ensures your omnichannel cloud communications platform makes sense for your business, budget, and scope.
Contact OnX today to learn more about the benefits of partnering with an experienced integration partner for your communications platform.
