This glossary contains definitions for dialogue cloud, dialogue Management, Contact Centers and customer experience terms.
What is a Contact Center?
A contact center is in many companies nowadays the heart of customer service. It is the place for omnichannel customer service, from the traditional calls to for example Facebook Messenger or WhatsApp. The combination of increasing customer expectations and continuous technological developments change in the way companies handle traditional call centers. Nowadays, customers expect that they can reach a company in many different ways, while companies do their part by trying to keep improving the customer experience.
While new contact methods are becoming a larger part of the day-to-day tasks for agents, the main purpose remains the handling of inbound and outbound calls. However, the main difference between a contact center and call center is that contact centers handle all customer communication channels – like social media, in-app (video) chat, SMS, e-mail and push notifications – where a call center only takes on calls.
These contact centers usually integrate with Customer Relationship Management (CRM) software. This way, all ongoing interactions on customer communication channels can be managed, coordinated and tracked in the same place. The solution used in this regard, is largely dependent on the infrastructure. Bottom line, the main goal of integrating CRM software is to get better insights in customer interactions and thereby improve the customer experience.
Contact Center Use Cases
Traditional call centers can no longer achieve a successful customer experience approach. Changes in customer behavior and digital innovation have made sure that call centers have evolved into omnichannel contact centers. These modern contact centers often don’t use complete off-the-shelf solutions, but a stack of easily integratable software to beat the ever increasing competition. This also means that use-cases of contact centers have changed over the years.
Nowadays, contact centers can allow customers to communicate with companies and access information in many ways, by integrating the CRM software. But keeping track of customer interactions becomes harder with every new channel added to the contact center. The context of customer interactions often gets lost in the process. This makes a smooth customer experience close to impossible. Keeping the stack of contact center software solutions relevant for customer experience improvement is therefore vital.
Easy integration plays a big role in this process. Anywhere365 achieves this with its contact center, native to Microsoft Teams. These software solutions help a contact center keep track of customer interactions. Also do they make context easily accessible with a seamless integration with widely used CRMs like ServiceNow, Salesforce and Dynamics 365.
Different Types of Contact Centers
There is a distinction between different types of contact centers, which is something Anywhere365 does as well. Virtual contact centers for example, become more and more useful for many organizations. When the software stack is set up properly in the cloud, contact center enablement employees will be able to work from any location. These virtual contact centers can thereby reduce expenses, are easily scalable and highly flexible.
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