Digital contact center services in the telecommunications industry are continually evolving to meet customers’ growing expectations. 

For instance, 90 percent of customers rate quick resolution of their issues as a top priority when contacting a call center, and when they do, research shows 72 percent demand immediate service. 

Although statistics show phone calls remain the top method for reaching out for customer support, more contact centers are turning to digital innovations to deliver seamless service with AI-backed omnichannel options. 

The telecommunications industry knows it needs to update its contact centers. However, incorporating all the latest essential features and communication channels that are intended to simplify processes, ensure data privacy, and provide a seamless customer experience often results in a fragmented system that sometimes complicates interactions and negatively affects the overall customer experience. 

Fortunately, the Simplus Business Transformation Services team has extensive expertise in Salesforce Data Cloud AI to help move your contact center— an essential branch in customer service— toward AI-backed innovations that deliver seamless, smart, secure, scalable services that always keep the customer first. Here’s how: 

 

Seamless, collaborative service between departments

Data Cloud centralizes information from various sources, ensuring that customer data is easily accessible and up-to-date. This eliminates the fragmentation caused by disparate systems, allowing for more coherent and informed customer interactions. 

With access to a single source of truth, different departments within an organization can collaborate more efficiently. This unified approach ensures that all customer interactions are consistent and informed by the latest data, improving the quality and effectiveness of each interaction.

 

Provide a smart platform with real-time data

Two words are changing the contact center experience for good: Real Time. 

Real-time data access means agents can resolve issues more efficiently. Instant access to the latest customer information, service usage, and interaction history allows agents to provide timely and accurate solutions, reducing wait times and improving the overall experience.

With the integration of automation and artificial intelligence, streamlining repetitive tasks and providing agents with intelligent tools to enhance their performance leads to more efficient and effective customer interactions.

 

Protect data privacy 

Cybersecurity and the threat of data breaches are a constant concern. But did you know 95 percent of security breaches are caused by human error? Purchasing trustworthy hardware is an important first step, but correct installation, system maintenance, and workforce training by experts create a stronger defense against breaches. 

Partnering with an experienced team ensures tools are installed correctly and thoughtful customization is certain to delight customers with a personal experience. 

With Data Cloud, Salesforce provides robust security measures and compliance protocols that protect sensitive customer information. This builds customer trust and ensures that interactions are handled with the utmost care and professionalism.

 

Deliver scalable agility 

Data Cloud offers scalable solutions that can easily adapt to changing business needs. This ensures that contact centers can quickly integrate new features and communication channels without disrupting existing systems, maintaining a seamless customer experience.

As the volume of customer interactions increases, the cloud infrastructure can seamlessly handle the load without compromising performance, ensuring that customers always receive prompt and efficient service.

 

Support customer-centric strategies with automated options

Data Cloud utilizes advanced analytics to identify trends, predict customer needs, and offer proactive solutions. This predictive capability allows call centers to anticipate issues before they arise and tailor services to meet customer expectations, enhancing the overall customer experience (CX).

Seventy-one percent of customers expect organizations to deliver personalized interactions, and 76 percent of them get frustrated when it doesn’t happen. 

With omnichannel integration, Data Cloud users can facilitate seamless integration of multiple communication channels (e.g., phone, email, chat, social media). For instance, 90 percent of call centers have expanded their services to include social media interactions.

Since 72 percent of consumers prefer purchasing products in their native language, chatbots are a strategic addition to a contact center’s service offerings. Customers can switch between channels without having to repeat their issues, leading to a more fluid and satisfying experience.

Modernizing the customer agent experience is long overdue. With Simplus, your organization can implement solutions that satisfy today’s demands in the telecommunications industry while preparing for tomorrow’s opportunities. 

Learn how Simplus Business Transformation Services lives up to its name, here.