How UCaaS Features like VoIP Are Improving Contact Centers

Unified Communications as a Service (UCaaS) systems are incredibly valuable customer relationship management (CRM) tools. As the digital transformation of business continues, the switch to VoIP (Voice over Internet Protocol) is allowing customer service managers to lead their teams from anywhere in the world.

Cloud-based software also improves how contact centers work, creating better customer service solutions that increase ROI, brand trust, and customer retention. Let's take a closer look at the benefits of using UCaaS for your customer service needs.

Work from anywhere with VoIP-connected customer service

VoIP is essentially audio that is sent as data over the internet from one person to another. Consumers use various voice communication VoIPs every day, including WhatsApp, Skype, and Facetime Audio. These apps often have superior audio quality and act as a completely portable phone system that can be accessed anywhere there's a stable internet connection.

For customer service managers, the portability of their communication systems is key because it allows you to utilize a more robust team that can be based anywhere in the world. Agents can work remotely and use a VoIP phone service to resolve customer concerns and requests.

Streamline workflows

A unique benefit of UCaaS is the ability to integrate all areas of communication into one place. Customers want to contact businesses on the channel of their choice. They also expect issues to be resolved promptly. Using UCaaS, requests can come in via various social media platforms, by email, or over VoIP, and they can then be routed to an available agent who is qualified to resolve their specific issue. Many UCaaS systems also allow integration with existing CRM platforms and apps, such as Salesforce and Microsoft Teams. The centralization of communication helps to create better customer service solutions for teams of any size.

Customer service managers can set up an options menu to redirect customers to the appropriate department or to a database that answers frequently asked questions. These features help to free up agents to handle the most pressing customer requests.

Reduce costs and easily update systems

When you use a VoIP business phone service, you no longer have to worry about landline phones, long cables, or call rerouting systems. That's because these things are built into UCaaS software solutions.

As a result, you will be able to reduce spending on maintenance and IT support, as well as on future upgrades. Technology is constantly changing and improving, and UCaaS allows you to keep up with the latest innovations and provide better customer service solutions. UCaaS cloud-based solutions are often delivered via a subscription model, which includes the cost of calling, as well as upgrade and maintenance fees.

Foster departmental collaboration to quickly resolve requests

UCaaS platforms allow for different teams to easily see the progress of a request and react accordingly. Depending on the customer issue, multiple departments may need to be involved. For instance, a customer may message you first via email and then on Facebook Messenger.

With UCaaS, teams can follow the progress of the request, so that tickets are resolved promptly. UCaaS systems also offer back-end video conferencing, meaning that teams can discuss and collaborate on issues in real time.

Better customer service solutions

We build out personalized communication workflows, so that customer service teams can provide highly effective and efficient support at an affordable rate. Contact a member of the 8x8 team to learn more about the benefits of UCaaS and how these systems lead to better customer service solutions.