Elevate Your Customer Experience with the Best CCaaS Solution
Contact Center as a Service (CCaaS) solutions is a rising star in customer care centers today. Companies and marketers are embracing this cloud-based model with increasing enthusiasm as they address issues with legacy software, enabling better customer experiences. Moreover, there are several reasons why you may want to -if you haven’t already- consider investing in these technologies.
First, the business world is moving away from traditional call centers towards multi-channel contact centers, a move that was heavily fueled by the COVID-19 pandemic. Consumers in the digital era are becoming increasingly demanding – only companies that adapt to the changing trends will survive the wave.
Also, the complexity of managing multiple channels and the need for secure remote working capabilities mean cloud-based natively omnichannel solutions are extremely effective. CCaaS solutions have been developed to resolve such issues and make it easier for all players.
So, what is a CCaaS solution, and why do you need one? We will be discussing this and much more in this article.
Physical contact centers are still an effective way of running your business. However, single-channel centers with rows are hard phones that are becoming history. The innovation of cloud-based communication technologies has changed everything, creating a platform that connects customers and agents wherever they may be and on the channel of their choice. That’s CCaaS.
Contact Center as a Service (CCaaS) solutions is a licensing model that allows businesses to use cloud-based contact center software on a subscription basis. They are designed to lessen on-premise contact center complexities by delivering a unified, robust and flexible solution. It also means your agents no longer need to come to the office.
Being able to log in remotely on their device lets them perform their tasks from anywhere. Customer support teams don’t need to manually install the software on new devices, simply an internet connection and secure login details. It’s extremely easy and convenient to serve your customers from anywhere.
Since 2020, scalability and flexibility have become success factors for businesses. On-premise solutions may still get the job done, but they are inferior and may not stand up to the digital era’s demands. Many legacy systems are also being retired by their providers leaving contact centers with less support. CCaaS solutions address so many of the concerns related to customer support and the customer experience.
The Idea Behind CCaaS Development
If your legacy system is not as dependable as you would like it to be, CCaaS may be all the solution you need. It’s intended to make your team more productive by moving away from disjointed histories and siloed data to enhance data analysis and integrate interactions. There is also the flexibility to customize elements of the solution. It’s clear that contact centers and customers are unique so static one-size-fits-all software is restrictive.
CCaaS solutions have evolved to provide unified, scalable, and flexible solutions that meet companies’ needs more efficiently and it’s simpler for agents than using multiple solutions to achieve the same tasks. It really can bring out the best in your customer care solutions.
Features of the Best CCaaS Platform
Due to the rising demand for customer experience solutions, there are quite a lot of CCaaS providers to choose from. However, not all of them may have what you need, which is why it’s crucial to understand the features of a good service. Consider the following:
A unified console
Many agents are used to multiple systems to do their job. This means investing in various hardware and software for every task and taking time to understand the tools. CCaaS platforms eliminate such strain by creating an all-in-one tool for call and contact management. All your agents need is a device to access it from, and they are set to go.
The best CCaaS platforms help companies to offer personalized service using real-time insights during a conversation. This can be done through integrated Artificial Intelligence (AI) and Natural Language Processing (NLP) technologies, making it easy to offer the right solution for a specific customer’s needs.
Pay-per-use pricing model
A good CCaaS service allows you to pay for only what you need and make a budget per your organization’s size. This means as many agents as needed can access the latest version of the solution thanks also to automatic upgrades. Hybrid work, minimizing commuting and more satisfied customers mean CCaaS solutions help contribute to well-being.
Real-time performance monitoring
CCaaS services provide practical analytical reporting and insights, collecting crucial performance data. You can easily check call volume, hold times, agent performance, and resolution rates. Call recording and monitoring is also possible. All this information can be used to improve service delivery.
Integration with other software
A good CCaaS is easily integrated with other tools like unified communications tools or customer relationship management software (CRM) to seamlessly add additional capabilities. APIs and other complementary solutions can also easily be added to your tech ecosystem.
Training and support
Not only can CCaaS help collect data to coach agents on the job but there is also training to get them up and running with new software as quickly as possible. For instance, Odigo Academy helps people to transition rapidly to their new contact center solutions.
6 Benefits of Using CCaaS
Cloud-based solutions are the future, they provide the digital capabilities customers want and the functionalities that make running a contact center easier. For instance, Odigo has integrated WFM and QM software and can integrate or connect with UC and CRM solutions. It’s simply everything you need to serve your customers in the most efficient manner.
Here are some of the benefits:
1. Integrated omnichannel communication
Perhaps the biggest advantage of using a CCaaS solution in your business is the ability to connect with your customers using various communication channels: SMS, live chat, IM, email, phone call and more. It delivers the same seamless, responsive experience using the customer’s preferred channels.
2. Customer-focused services
CCaaS solutions can help bring experts and customers closer together. Internal communications boost teamwork and collaboration, getting to the right answers more quickly. Monitoring performance also helps highlight areas where service can be improved to deliver the best-ever experiences.
3. Creates a better work environment
Hybrid working is easily achievable with cloud-based solutions and workforce management capabilities. Add to this better internal communication, and complete customer interaction histories and agents are more supported, can make better decisions and as a result, are more satisfied in their roles.
4. More scalability and flexibility
Need more agents just for today or your business has expanded so much you need another contact center? CCaaS solutions can grow with you. It’s fast, and simple, you only pay for what you use, and agents can access the latest version of the software wherever they are.
5. Real-time reports
Supervisors need real-time data and accurate forecasts to make the right decisions so contact centers can run smoothly. CCaaS provides customizable visual dashboards and alerts that can monitor any channel. With Odigo, for instance, you can look at data on a per-agent or per-channel basis and plan to have the right number of agents for each shift.
6. Improved customer experience
Odigo’s CCaaS solution has over 35 years of experience with voice technology behind it. They also offer CX consulting and support to deploy the optimal CCaaS configuration to meet your business needs. When your business has the tools it needs you can deliver the service your customers need.
Why Choose Odigo for Your CCaaS Needs?
Odigo provides a Contact Center as a Service solution to facilitate communication between large organizations and their customers. It uses an innovative approach to a global omnichannel management system anchored on empathy and technology, enabling an effective interaction between brands and their customers. As a pioneer in customer experience (CX), the company serves over 250 large enterprise clients in more than 100 countries globally.
The benefits include: :
- Winning CX strategies: Leverage expert consulting to get expert support to better understand your customers.
- Integration: Use Odigo for channel-less strategies, API and other software integration.
- Operationalize your data: Get real-time performance data to inform decision-making and improve service delivery.
- A transition strategy: The Odigo Academy helps you transition rapidly to your new solution and develop expert skills for better growth.
- Round-the-clock support: Odigo assures the highest level of customer support with 24/7/365 access.
Investing in Odigo services allows you to maximize your contact center’s value using visionary technology, expert strategy, and implementation approaches. Get in touch with the team at Odigo now to discuss your needs.
Redmi Note 12 Turbo teaser images reveal even more specs
We already know that the Redmi Note 12 Turbo is on its way with an expected announcement time of 7 PM on March 28. We also already know quite a bit about the phone thanks to Weibo leaks and a visit to AnTuTu. A new set of teaser images has now surfaced online alongside some additional device specs.
Apparently, the Redmi Note 12 Turbo’s display will be 12-bit, support HDR10+ and feature a 120Hz refresh rate, 1920Hz PWM Dimming and SGS Low Blue Light Certification. Previous rumors have indicated a display diagonal of 6.67 inches and an FHD+ resolution. The phone will boast pretty thin bezels, measuring just 1.95mm on top, and 1.42mm on the sides of the display, with a 2.22mm chin underneath it and a 93.45% screen-to-body ratio. The phone’s entire body will measure 7.9mm in thickness and weigh 181 grams.
The Redmi Note 12 Turbo is also rumored to offer a stereo speaker setup with Dolby ATMOS and Hi-Res Audio support alongside a 3.5mm audio jack. Also on board is an IR blaster. Confirming earlier rumors, the handset is expected to be among the first, if not the very first, to rock a Qualcomm Snapdragon 7+ Gen 2 chipset, alongside up to 16GB of LPDDR5 RAM and 1TB of UFS3.1 storage. As per the new teaser, the chip will be cooled by a 3725mm² vapor chamber cooler.
In a rather conflicting report, the new source now claims that the Redmi Note 12 Turbo will feature a side-mounted fingerprint reader instead of an in-display one. Also on the list of expected specs is a large 5,000 mAh battery with 67W charging. The phone is expected to have a 64MP main camera with OIS, 8MP ultrawide and a 2MP macro shooter. It is also said to run Android 13 with MIUI 14 on top.
There is still no word on pricing and availability. Though, it is worth noting that the Redmi Note 12 Turbo is expected to launch under the Poco F5 branding in India on April 5.
Why can’t I sync blocked numbers to a new Android phone?
Rita El Khoury / Android Authority
I don’t switch phones often, but when I do, I dread every single part of the process. Although Google has smoothed out some of the steps thanks to a more robust Android backup system and a new Fast Pair phone setup, a lot of tedious bits and pieces remain. It’s painful to re-pair wearables and Bluetooth accessories, adjust smart home gadgets to follow the new phone for geolocation automations, and sign into and re-customize apps to my liking. It can take a day and do all of that manually; what I can’t do, though, is transfer or sync my blocked numbers on my Android phone to a new phone.
And this little issue has been annoying me for a couple of years now. It baffles me that it hasn’t been fixed yet.
I trust Google to identify some spam numbers on its own and stop them from disrupting me, but I also make an effort to report as spam and block any other spammers and unwanted numbers that slip through. Still, every year or so, I find myself answering calls and looking at messages from these same unwanted numbers just because the blocklist didn’t carry over when I switched to a new phone.
My blocked numbers list doesn’t carry over when I switch phones. I end up answering calls and reading messages from the same unwanted numbers.
Spam and phishing are massive problems in some countries like the US and India. In my experience, they’ve been less of an issue in France, but they were a major annoyance in Lebanon where GDPR and privacy rules don’t exist. Since I was a practicing pharmacist, my number was registered with the union and was shared, without my consent, with hundreds of pharmaceutical and not-so-pharmaceutical companies. Even two years after shutting down my practice, I still get dozens of unwanted messages every week on my Lebanese number.
With spam being such an annoying everyday occurrence, you’d think that all the tools would be at your disposal to fight it. And yet, Google is fighting it with Assistant call screening and massive data collection from millions of users to identify spam before it annoys you, but it’s forgetting one very simple trick that could save everyone extra headache: Just sync my list of blocked numbers on Android across phones.
Spam, phishing, and abuse are massive issues. I should only have to block a number once, but Google is trying to solve the problem differently.
Beyond spam, the issue gets worse when you imagine that an ex or an abusive person from your past keeps calling you or messaging you. You block them and think you’re done with that crap, only to see their number pop up again when you switch to a new phone. If we’re intentionally choosing to block a number or mark it as spam, we don’t want to find ourselves looking at that same number again, ever.
Here are three ways this problem can be fixed, from simple and manual, to complex and automatic:
- Add a manual export and import button to the blocked numbers list in the Google Phone and Messages apps.
- Treat the blocked numbers list like the call history and make sure it backs up and restores when users switch phones.
- Synchronize the blocked numbers list with my Google account (maybe as a part of Google Contacts?) so that it’s always updated across all my devices.
Apple does the latter with iCloud. You block a number on your iPhone and it’ll be synced to your iPad, iMac, and every other device you use. Google could and should do it the same way. Sure, this isn’t as sexy as Assistant call screening, but no one wants to keep blocking the same numbers again and again.
New film by Calgary’s Tank Standing Buffalo streams on HBO
A Calgary animator’s newest cartoon started streaming Thursday night on HBO Max.
Tank Standing Buffalo’s MONSTR was one of eight animated shorts chosen from more than 1,200 submissions to be part of the HBO Max series Only You: An Animated Shorts Collection.
MONSTR deals with Standing Buffalo’s fight with inner demons while apprenticing with a northwest totem carver following the death of his wife Marsha.
“My partner Marsha died suddenly in my arms of a brain aneurysm,” Standing Buffalo said in a release. “One moment she was there, the next she was gone. Without her, I was lost.
“I left Calgary to walk the west coast until I couldn’t walk, and ended up on carver Phil Ashbee’s doorstep. He saw I was in trouble, and took me in. I began a tough year-and -a-half apprenticeship, learning from him and another carver. The teachings were harsh, but helped me to heal.
Tank Standing Buffalo’s next project MONSTR is part of an HBO Max program for animators
“MONSTR takes place during my time with Phil, and brings to life how I confronted the grief of Marsha’s passing. It is my story, one only I can tell.”
Standing Buffalo worked with co-writer Xstine Coo, producer Amanda Miller and composers Cara Adu-Darko and Brandon Smith on the film, which features music by Walter MacDonald White Bear.
The film features the voices of Corey Feldman and Tristan Risk.
It’s Standing Buffalo’s third animated short, following RKLSS (2020), which screened at TIFF, and SAVJ (2021), which is currently being screened at a variety of film festivals.
HBO flew Standing Buffalo to Los Angeles for the Hollywood premiere of MONSTR Tuesday night.
Scene from MONSTR by Tank Standing Buffalo
In his artist statement, Standing Buffalo said art has literally saved his life – and his emergence as a rising animation star was launched by a scholarship he received to attend a Calgary animation workshop.
“I came to love animation six years ago when I received a scholarship through Quickdraw Animation Society in Calgary,” he said. “I am a person who thrives on routine and discipline. I appreciate the meditative repetition required to create animation.
“Through making my first two autobiographical shorts with monster and fantasy elements, I’ve found telling my story through animation is a form of time travel; my art is healing the person who I was in the past.”
Rubbish fashion: street art costumes of Kinshasa – in pictures – The Guardian
Private-sector investment brings touch of Hollywood to southern Manitoba town – Winnipeg Sun
Montreal artist won’t change puppet that community groups say looks like blackface
Silver investment demand jumped 12% in 2019
Iran anticipates renewed protests amid social media shutdown
Search for life on Mars accelerates as new bodies of water found below planet’s surface
Investment24 hours ago
Here’s how much money you’d have if you invested $1,000 in Nike 10 years ago
Art24 hours ago
Gagosian’s DALL-E–Enabled Art Exhibition Throws Us Headfirst into the Uncanny Valley
News6 hours ago
Canadian park among world’s most beautiful: Big 7 Travel
Business6 hours ago
Windsor-Essex brewers lament impact of looming 6.3% alcohol tax
News21 hours ago
Calling for closer Canada-U.S. ties, Biden says ‘our destinies are intertwined and they’re inseparable’
Investment5 hours ago
Investing isn’t free. But here’s why 20% of investors think it is
News20 hours ago
Canada extends support for those fleeing Russia’s illegal and unjustifiable invasion of Ukraine
Real eState22 hours ago
The mystery of a tiny Toronto laneway that sparked a historical real estate drama