Will MiUC Contact Centre Take Your Customer Experience To The Next Level?

Today, many businesses are competing on customer experience.

For this reason, delivering excellent customer experience has become an important objective for companies operating in a variety of industries.

Exceptional customer experience depends on a number of things – website usability, personable and understanding support staff and, of course, technology. It’s the latter we will be focusing on in this article.

In fact, we want to let you know about one particular technological solution that’s helping many companies take their customer experience to the next level: MiUC Contact Centre.

MiUC contact centre improves customer experience

 

Are You Managing Customer Expectations?

In the digital age, customer expectations are changing. Indeed, customer expectations are higher than ever. Customers are no longer content with the nine-to-five customer service regime. Instead, they want to be able to connect with businesses whenever its most convenient – and that could be any time of the day or night.

Customers also expect to be able to communicate with businesses on their preferred channel – whether that be email, instant chat, telephone or social media.

As such, it’s important that businesses are able to maintain effective customer relationships using every channel at their disposal. MiUC Contact Centre makes doing exactly this easier than ever. Here’s how.

 

  • MiUC Contact Centre Allows You to Interact with Customers on Their Preferred Channels

MiUC Contact Centre equips your staff with an intuitive, easy-to-use dashboard. This dashboard aggregates all incoming consumer communications, giving your employees complete visibility and allowing them to respond quickly, appropriately and effectively.

MiUC Contact Centre makes it easy to respond to enquiries made through voice, email, chat, text and social media channels. This enables your staff to keep response times down and customers happy.

 

  • MiUC Contact Centre Is Agile and Scalable

The tools you choose should not place limits on your business. If your tools make it difficult to scale up and down or otherwise respond to changing market dynamics, your business will suffer.

MiUC Contact Centre is a cloud-based solution. This makes adding/removing seats, implementing the solution across multiple and new offices, and enabling flexible and remote working easier than ever. And all of this, in turn, increases your business’s flexibility.

 

  • MiUC Contact Centre Increases Efficiency

Wasted resources hurt your business. And inefficiencies sneak in when processes become overly complex.

MiUC Contact Centre eliminates the need to invest in expensive onsite hardware, consolidates communications into one user-friendly solution and is managed remotely by industry-leading experts. This saves you time and money, and improves business productivity.

Okay, all of that sounds great. But how exactly does MiUC Contact Centre work?

 

MiUC Contact Centre: How It Works

MiUC Contact Centre contains everything needed to operate a world-class contact centre. This includes:

  • Omnichannel interaction management
  • Enhanced IVR
  • Interaction recording
  • Real-time dashboards
  • Historical reporting

What’s more, when paired with MiCollab and CRM integration, your sales, service and support teams will be empowered to deliver context-aware, low effort customer experiences.

Key Features

  • Omnichannel skills-based routing – Allows you to optimise resources by handling a large number of incoming customer calls, emails, chats, SMS texts and social media messages with a minimal number of agents. Agents can pivot from one channel to another seamlessly for a fluid experience that maximises first contact resolution.
  • Effortless administration – Makes it easy to leverage an intuitive drag-and-drop interface to create sophisticated interaction flows without complex programming. Provision agents, groups, skills, queues, announcements and more within a single administration interface.
  • Monitoring and management – Gives you access to real-time and historical data and reports. This makes it easy to manage resources efficiently. Additionally, sophisticated contact recording and quality monitoring gives managers the tools to measure, manage, and drive contact centre performance.
  • Remote agents – Enables you to virtualise your workforce with a fully featured browser-based user interface that requires no software or equipment to install. Real-time collaboration tools empower agents to resolve customer inquiries on first contact.

Want to find out more about MiUC Contact Centre? Check out our brochure for more information.

Elite Group is the UK’s leading unified communications provider. We supply businesses with a range of next generation communication technologies.