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August 11, 2020

The Benefits of Doing Outbound Customer Engagement Together Under One Roof

Does it feel like your customers are everywhere these days?

Customers are now communicating with businesses on multiple messaging channels like SMS, email, and web chat nearly as fast as the channels are being developed. Voice alone isn’t enough for most customer-facing organizations.

Data silos are making it difficult to gain a cohesive view of the customer, which in turn makes it harder to generate or access insights into your business. It’s more challenging than ever to know where and how to implement holistic omnichannel communication strategies.

In short, these days, it’s all about delivering a unified experience.

The most impactful aspect for contact center operators is the ability to maintain a single experience for the agent and in turn a better experience for the customer. This means unifying all applications, in addition to connecting all customer conversations and interaction data.

It’s not easy, but it’s crucial in today’s environment, especially with more agents working from home than ever before, and with managers struggling to monitor and coach dispersed workgroups.

With siloed solutions or a patchwork of 3rd-party vendors, you have less control over the agent and customer experience. Reduced insight into your operations. Decreased ability to manage consent and maintain compliance. A greater chance of workflow breakdowns. An inability to create omnichannel campaigns and workflows. The list goes on—and it’s not good.

With a single platform, however, and a unified approach, everything is connected the way it should be. 

You can configure the entire customer journey with customer preferences and consent status in mind, spanning voice, email, SMS, and web chat. This type of comprehensive and centralized approach ensures that customers engage with you on their terms and on their channels of choice.

A unified omnichannel desktop with a single view of the customer makes it easy for agents to work without moving between platforms and toggling between web pages, empowering agents to leverage context for more personalized, and pertinent, interactions.

You can already start to see the value doing outbound together under one roof.

WITHOUT A SINGLE PLATFORMWITH A SINGLE PLATFORM

In this post, we’ll explore all the benefits of a unified approach, making the case for why you should strongly consider a single platform for all of your outbound communications.

The Current Landscape

Why is it crucial to employ a unified approach to outbound?

Let’s take a look at the current environment by the numbers.

If you take away anything from these statistics, let it be that your company must embrace evolving communication solutions to keep up in a changing marketplace. And that communication transformation is critical to maintaining customer loyalty, employee productivity, and company profitability. Keep in mind, too, that all of this is easier with a single unified platform in place.

87% of consumers say they ignore calls from unknown numbers “often” or “very often” → With more discerning customers on the other end of the line, voice by itself cannot be the only way you’re reaching out.

78% of people say text messaging is the fastest way for companies to reach them → Building on the point above, you need to meet customers on their channel(s) of choice or you risk missing them altogether.

1,279% increase in Federal Telephone Consumer Protection Act (TCPA) lawsuits filed over the last decade → With the rising risk and cost brought by compliance regulations, taking a siloed approach is a potentially hazardous and expensive roll of the dice.

89% of businesses are expected to compete mainly on customer experience → You literally cannot afford to continue down a path that does not provide the best possible agent experience, which translates to the best possible customer experience.

44% is the average annual rate of contact center turnover → And this is a conservative estimate; employee turnover hurts your productivity and thus your bottom line, so why not empower your agents with a unified platform that not only allows them to be more productive, it also enables managers to do better at coaching, monitoring, and training?

84% of digital transformations fail to improve performance or equip organizations to sustain long-term change → If you’re going to make a change, make sure it’s the right kind of change; piecemeal improvements are not enough when you’re facing an environment like today’s that demands a more holistic and unified approach to communications.

The Challenges

The current landscape is a challenging one—the numbers above make that clear.

It’s important, then, to understand the engagement obstacles that exist in our current landscape.

Compliance Confusion: Leads to uncertainty about how to adapt to regulations, with some companies freezing in place while others forge blindly ahead; organizations must balance evolving customer preferences with increasing regulatory demands.

Managing Complexity: Customers are expanding how they want to communicate with your business; CRM technology that’s not properly aligned with multiple channels leads to fragmented and potentially non-compliant interactions. 

Too Many Tools and Silos: Patchworks of 3rd-party plugins and multiple platforms likely means that valuable data to mitigate risk and improve performance is falling through the cracks; today’s environment demands tools to help expand compliance and productivity.

Interrupted Interactions: Without a configurable user interface that enables agents to toggle easily between systems, workflow breakdowns limit performance; agents need to be empowered to deliver faster talk-offs and better customer experiences, and the agent desktop must help facilitate more seamless and personalized interactions.

These challenges can feel daunting.

But what if you could significantly improve your ability to engage with customers on any outbound channel?

What if you could mitigate regulatory risk without sacrificing operational efficiency?

What if you could do it all in a single pane of glass view, empowering your agents to deliver exceptional customer experiences?

And what if you could gather data-driven insights about your whole operation to enable transformative operational and training strategies?

With a single platform, you can.

The Power of a Single Platform

Let’s now get into the good stuff, shall we?

In plain English, here are twelve benefits you can gain by investing in an all-in-one outbound communications platform.

1. Single View of the Customer

A single platform, offering a single pane of glass view, enables a threaded view of all previous customer interactions in one easy-to-access place, letting agents quickly personalize each conversation. Customer profiles can be updated in real-time with contextual data. A full customer history, across all channels, is recorded and easily accessible by other employees within your organization.

2. Channel Freedom Improves Customer Satisfaction

Meet customers on their channel(s) of choice with outbound messages be it voice, email, SMS, webchat, or WhatsApp. With a single platform, you can communicate with customers how they want to be reached. Additionally, channel preferences can be automatically transferred to future campaign workflows, so managing complex, multi-touch outreach campaigns is simplified.

3. Omnichannel Routing and Agent Desktop

What else can a single platform do for your contact center? Agents can be fully blended to receive Voice, Email, SMS, and messaging interactions. A multichannel desktop makes it easy for agents to respond on the customer’s preferred channel.

4. Manage Consent

By employing a single platform, you can embed consent and customer preference into campaigns and automatically update records when consent or preferences change. In conjunction with robust compliance controls, you can ensure proper messaging outreach, so you always know you’re reaching people when and how they’ve indicated is best.

5. Campaign Creation

A single platform supports your campaign creation needs with segmentation and targeting, making campaigns easy to execute and also simple to track. The right platform should allow for user-friendly template creation that enables unified brand interactions to be scalable across the organization.

6. Business Intelligence and Analytics

With a single platform, you can get a 360-degree view of your business that goes beyond standard contact center analytics, giving you the ability to overlay multichannel, customer, agent, business outcome, and operational data. Some platforms allow you to access many reports out of the box, designed for the needs of a modern contact center.

7. Agent Efficiency

What happens when agents need to keep multiple applications open and constantly switch between them just to do their job? They feel less efficient and less productive, especially if they have to juggle multiple logins or fruitlessly search for information contained in disparate systems. A single platform allows for agents to find all the information they need right at their fingertips, without having to switch applications or screens.

8. Avoid Data Breaches

With a single platform, customer information is contained in one place, as opposed to spread out among different systems. In a disconnected environment, when agents are switching between systems, it’s possible for them to accidentally look up records that aren’t associated with the customer they’re speaking to. This means it’s also possible to give out sensitive info that belongs to a different customer. Too many data breaches have occurred this way not to strongly consider using a single unified platform, which eliminates this risk.

9. Remote Work

A single platform makes it easier for your agents to work anywhere, anytime, by streamlining their workflow and simplifying their login process. One fully connected cloud platform empowers agents to work from home the same way they would inside a contact center. Remote work for contact centers is the new reality, and a unified communication platform has become a key part of a modern, digitally-centric workforce. It’s vital that you give your remote workers the ability to work from anywhere and yet enable them to maximize their performance.

10. Operational Costs

How many different applications are you currently paying for? You can cut costs by reducing the number of licenses with a single platform. It’s usually far more cost-effective to pay for a single unified communications platform than it is to spend money on multiple disparate systems—along with the integrations needed to connect them and the resources needed to maintain them.

11. Employee Satisfaction

Happier agents and managers make for happier customers. In a single platform, you give agents and managers all the tools they need to power positive interactions with each other and with customers. Agents can be easily coached, trained, and monitored by managers. Managers can more easily manage a workforce that is increasingly working from home. And customers are getting the best experience possible when every agent is equipped with the information, previous conversations, and more to ensure better (and faster) talk-offs.

12. IT Maintenance

When you bring all your systems into one platform, it cuts the IT resources needed to manage and maintain your technology infrastructure. Leveraging one unified system can also help you stay in line with usability policies, in addition to security and compliance regulations.

We hope by now you see the power of a single, unified platform for doing your outbound communications.

Everything connected. The way it should be.

For agents. For managers. For operators. And especially for customers.

Relying on a patchwork of 3rd-party vendors or applications is no longer a viable option anymore.

The cost of doing business as usual is too high when you can do it all under one roof instead.

About LiveVox

LiveVox is a next-generation contact center platform that powers more than 14 Billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience, while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice as well as quality management programs to drive performance in your contact center. LiveVox clients maximize their potential in an ever-changing business environment with a single view of the customer while also using our battle-tested risk mitigation and security tools. With 20 years of pure cloud expertise LiveVox is at the forefront of contact center innovation. Our more than 450 global employees are headquartered in San Francisco; with offices in Atlanta; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To learn more, schedule a demo today.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 500 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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