Contact Center in the cloud: omnichannel strategy to serve and retain customers 4.0

Good customer service makes the difference in a business. That is why it is essential to have technological tools that make it easier to manage sales and service through digital channels.

According to the Colombian Chamber of Electronic Commerce, online sales in the country were $9.9 billion during the third quarter of 2021. This value represents a growth of 31.7%, compared to the same period of 2020, and 79.6%, compared to the same quarter of 2019.

Beyond the changes caused by the pandemic, these figures reflect the progress of the 4.0 Revolution. That is, the new paradigm regarding the way in which human beings live, work and relate to each other.

Online commerce is precisely an example of how the global economy has been transformed and, within it, the interaction of its protagonists. It is in this new context where attracting and retaining the digital customer is a key aspect for the success of any company.

Also known as Customer 4.0, today’s consumer demands personalized attention in real time through different digital channels. Although price-sensitive, they are willing to pay more for the shopping experience than for the product itself.

“Good customer service can define the purchase or not of a product or service. Undoubtedly, it is one of the pillars of profitability and positioning of any business. That is why it is essential to have tools that facilitate this management. The goal is to ensure a positive contact experience with the consumer and turn him into a regular customer,” says Eder Castillo, Regional Product Specialist at IFX Networks, a leading company in the provision of managed services.

This is the case of IFX Cloud Contact Center, a software as a service platform that enables the rapid deployment of a robust contact center. It is a cloud solution that meets the needs of small, medium and large companies.

It is an omnichannel solution that facilitates the creation of customer contact campaigns through the following channels: text, email, phone call, social networks, video chat, live chat, instant messaging, mobile application, chatbot and web chat. Similarly, messaging applications such as Facebook Messenger and WhatsApp can be integrated. All through a single point of attention and from any web browser.

To this end, the company offers a managed services model based on three types of licensing: Basic, for companies that only have telephone-type interaction; Medium, which includes omnichannel functions, mixed campaigns and screen recording, among other functionalities; and Advanced, for campaigns that require integration with mobile applications (iOS and Android). All licenses include call recording and information hosting for one to 12 months.  

It is important to highlight that IFX Cloud Contact Center provides native integration with the most prominent CRMs in the market. This is the case for: Microsoft Dynamics 365, Salesforce, Oracle Service Cloud, ServiceNow and Zendesk.

In this way, it contributes to the monitoring of sales processes, offers better customer service and increases the intelligence of the workforce, which generates more business opportunities and greater customer loyalty.

The product is designed to grow by demand and season. This translates into the ability to grow for a certain period of time and then return to the initial licensing base. Likewise, it incorporates the necessary intelligence to associate different interactions with the same customer, regardless of the channel through which they were made and, consequently, to carry out the corresponding traceability, explains Eder Castillo.

Other benefits of having this tool are:

100% cloud architecture. The fact that the solution is implemented in a cloud architecture guarantees uninterrupted operation of the service and constant access to information.

Omnichannel. IFX Cloud Contact Center supports telephone interactions, web chat, email and mobile applications.  

Statistics and monitoring. The solution allows you to obtain data on the interactions carried out in each campaign, in order to generate real-time reports on key performance indicators.

Flexibility. Facilitates the increase or reduction of work positions, adapting to the requirements of each campaign.

Fast and flexible growth: increase or reduction of work positions in a short time, adapting to the requirements of each campaign. 

Quality questionnaires: knowledge of the degree of customer satisfaction after receiving assistance from an advisor.

Virtual numbering: availability of enabling virtual numbering in the main cities of Latin America.

Intelligent audio response: customers can identify themselves by telephone and consult their information without having to contact an agent.

360 Monitoring: visibility so that supervisors can observe at all times the number of connected agents, queued calls, answered calls and all metrics related to the efficiency of the Contact Center operation.

IFX Networks has been in the market for more than 22 years, has 15 data centers and provides technological support to 3,200 in 17 countries in the region, including large companies, government institutions and IT channels.