Fast food is intended to be quick, easy, flexible, and always meet customer expectations. Fast food is available no matter what you crave or where you are, be it at a drive-thru, food cart and truck, or neighborhood stand ready to serve you quickly and efficiently. Well, what if deploying a cloud contact center could be as quick and easy as getting fast food? With this in mind, we decided to set up a little challenge: can we build a virtual contact center in the time it takes to get fast food? The answer is – yes of course we can!
Like building your menu for your favorite fast food combo meal, building a contact center involves three critical pieces to place your order. First, you need to create a supervisor account to manage the contact center. Second, you need to create an agent account and set up basic routing strategies to serve customers. And finally, in order for your contact center to become operational, the agent will need to log in so he or she can begin taking calls. It’s as easy as picking up a meal at the drive thru, right?
We are able to build a contact center so quickly because we designed our platform so users can easily own, create and update their virtual contact center instantly. To quote Burger King, you can “Have It Your Way.”
Here are the menu items you should consider when moving to a virtual contact center, no matter the size or industry you’re in:
- Simplicity – Integrate your IVR and call routing (ACD) functionality in one, seamless solution delivered from the cloud. You can get your virtual contact center up and running quickly without capital investments or physical infrastructure.
- Reliability – Support your vital customer-facing operations with industry-leading SLAs delivering always-on availability.
- Personalization – Tailor to fit your specific customer needs, from personalized IVR interactions to targeted call delivery. Deliver best-in-class call routing based on customer context and agent skills, while agents receive the context with the call.
- Analytics – Get real-time insight into interactions including date/time, caller ID, IVR responses, routing information and handling time. Use historical reporting to track interactions and metrics over time and use actionable analytics to improve the customer experience.
Do want to see us set up a cloud call center in less time than it takes to get fast food? Join us at our webinar on Wed April 16, 2014 at 1 PM ET / 10 AM PT “Witness the Premier Edition Virtual Contact Center Fast Food Challenge” and we will show you how!
Thanks for reading!