In stressful environments, adopting cloud became a make or break question for contact center Opens a new window leaders. Though the market was already moving towards cloud and digital transformation, COVID-19 fast-tracked the migration, UJET’s Founder and CEO Anand JanefalkarOpens a new window explains. “When teams are distributed, cloud contact center platforms allow businesses to embrace mobile workforce, mitigate short and long-term operational costs, and make it easier to collaborate and share real-time information,†he said.
Will the lockdown force an evolution of the contact center technology stackOpens a new window ? In short, yes. Automation is set to take a greater hold, use of real-time analytics will scale, in turn helping support leaders make strategic decisions on the fly, and the growing NLP footprint will trim down agent interactions. There are several trends at play here and all the disruptive forces are aimed at making contact centers more cognitive, intuitive, and interoperable.
Now as cloud subsumes brick-and-mortar operations and contact centers become “digital by defaultâ€, we asked UJET’s co-founder Janefalkar how the San Francisco-headquartered CCaaS major helped one of North America’s largest e-commerce companies modernize contact center operations and bring it in line with BAU (business as usual) efforts in turbulent times.
Learn More: How AI Can Alleviate Call Center Stress Amid Business DisruptionsOpens a new window
Challenges
One of North America’s largest e-commerce companies needed to rapidly scale its support operations in an effort to further their commitment to customers amid the COVID-19 pandemic and provide seamless and reliable service for the members of their community. In addition, the e-tailer needed to provide modern customer support centered around smartphone capabilities and mobile experiencesOpens a new window to help agents resolve issues with minimal touchpoints and in record time.
Objective
With more and more support interactions happening through a smartphone, the e-commerce major realized the importance of creating a seamless mobile experience for their customers and their community.
- This required a significant paradigm — extending modern support functionalities into mobile channels such as in-app voice, chat, and more.
- The underlying objective was to create a unique and personal support experience to help to resolve issues with minimal touchpoints and in record time.
Solution
UJET’s mobile SDK, an in-app customer support software, was uniquely positioned to allow the e-commerce major to leverage mobile experience and in-app adoption for support inquiries, thereby creating a fluid experiences for customers and allowing support agents to dive into contextual customer data in order to resolve issues faster and deliver more customized experiences. The solution seamlessly integrated into existing tools and applications such as Zendesk, Looker, and more.
- With UJET, this customer created customized and dedicated queues, leverage real-time data and customized reporting, leverage integrated tools such as Workforce Management (WFM) solutions, and more.
- In three weeks, UJET was able to help the customer add over 14,000 support agents, both from BPOs and agents across the world
- Additionally, in a short period of time, this customer was able to significantly improve SLA across both voice and chat, reduce handle time, and cut down on repeat calls and contacts.
- Most importantly, they met the customers’ need for scale, securityOpens a new window , reliability, and growth.
Learn More: Will Virtual Contact Centers Go Mainstream? Industry Experts Weigh InOpens a new window
Making Security and Compliance a Business Imperative
Privacy, security, and compliance has become a key differentiator for CCaaS vendorsOpens a new window and a strategic way to distance themselves from rivals. UJET follows a stringent process to ensure security and privacy is built into the software development lifecycle. “We are the most secure cloud contact center platform on the market. We’ve made the protection of corporate and customer data a cornerstone of our business. UJET has achieved numerous certifications including HIPAA, SOC 1 Type II, SOC 2 Type II, SOC 3, ISO 27001 and 27018, PCI DSS, FINRA, EU-US Privacy Shield, and many more to stay compliant,†said Janefalkar.
Remote Contact Center Checklist
The crisis torpedoed the global economy, emptied out official workspaces, and exposed the flawed approaches in disasterOpens a new window recoveryOpens a new window and risk management processes. As Janefalkar puts it, you can’t ever fully plan for a crisis or disruption, so it is important to be able to react in real-time and adapt to the situation as it evolves and unfolds.
Janefalkar recommends the following steps for setting up remote contact centers:
- While there are many aspects of this, the first thing is ensuring the safety of your employees and your customers.
- Next, assess the different tools and applications that you either currently have, or need, as well as proper procedures and solutions to ensure employees have everything they need to continue doing their jobs effectively and that customers are able to still have the same, seamless experience they’ve come to expect.
- Better adapt to customers with CCaaSOpens a new window and meet them on their channel of choice rather than forcing them into outdated experiences.
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