Contact Centre Service Digital Transformation

Thu 26 December 2019, telkomtelstra

Today, the world is more connected than ever due to advancements in technology. Customers now have higher expectations of customer service and want choice in the way they engage with businesses. Businesses therefore need to ensure they offer multi-channel customer communication options such Voice, Web Chat, Email and Sms. According to survey by Transcosmos in 2018, the average use of internet in Indonesia is between one to three hours per day hence the response expectations have becoming more demanding, requiring businesses to have agile and digital-ready contact centres.

Advancements in AI such as chatbots, Speech analytics, Business Intelligence tools, it is more important than ever for contact centre’s to be digitally transformed using cloud technology to be ready for these new innovations.

Moving your on-premise contact centre to the cloud also has financial benefits. The contact centre was commonly one of the largest investments by a company, with the need for largest investments in infrastructure. Now with the cloud and the Contact Centre as a Service (CCaaS) model, what was once a huge outlay is now a simple licence fee, with all upgrades and access to new features a seamless experience.

Cloud technology answers the challenge of inefficiencies when dealing with contact centre services. As researchers Frost and Sullivan has stated in their publication (2019), Cloud Contact Centre can suppress the operational costs on conventional contact center services and at the same time increases customer’s satisfaction.

Moving your contact centre from an on-premise solution to a cloud solution requires important considerations to be made including:

  1. Future needs of your Contact Centre – Are you a fast-growing business? Do you have peaks and troughs in your customer service delivery? You need to look at a solution that is flexible and scalable. Telkomtelstra Cloud Contact Centre is a flexible solution, where you only pay for the licences you use, and adding agents is a simple process. An important consideration is the network speed which needs to be robust and stable to cater for peaks in order for the cloud software to run optimally.
  2. Clarity of Processes and Workflows – the process of moving to a cloud contact centre solution can be daunting when existing on-premise solutions have been engrained in a business for years. Working with a trusted partner that can help map our workflows and truly understand your business needs is integral.
  3. The right level of ‘cloud’ – Telkomtelstra understands that you may have already made significant investments into your contact centre technology. ipSCAPE can work with your existing connectivity options and can integrate seamlessly into your business to make the transition smooth. We can work with your existing SIP trunks or telecommunications infrastructure or we can create a full cloud connectivity through Web Real-Time Communication (WebRTC) which puts all connectivity on-net, providing significant savings in telecommunications connectivity.

As the Indonesian economy takes off, especially with the rise of e-commerce becoming stronger and more commonly used by the modern consumers, investment in customer service technology could and should be providing significant business advantage. Businesses in Indonesia are already leading the world in digitizing their procurement and customer service operations with the aim to give better and more reliable/trusted service to fill their customer’s needs. Telkomtelstra provides flexible solution to help businesses various challenges, our Cloud Contact Centre gives the flexibility to fit into business needs, accountable to provide solutions and able to create investment value. Read more about the Cloud Contact Centre service by telkomtelstra here.