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Hosted contact center improves company’s customer service

A business's reputation can be either enhanced or severely damaged by the customer service it provides. Despite having been offered the assistance of kind representatives, sometimes clients can quickly become agitated if they've called for help and the telecommunication technology that the company uses is poor or outdated.

Donnelly Communications, an outsourced contact center service provider, updated their systems and reported improved customer service by changing its contact center system in a press release. Recently, Donnelly added a cloud-based communications-as-a-service solution from Interactive Intelligence called CaaS Contact Center.

"The Interactive Intelligence CaaS Contact Center gives us real-time call metrics and tools so we can more easily make on-the-fly adjustments to improve customer service," Donnelly president Dennis McMaster said in a statement. "CaaS Contact Center also enables us to route and queue email and Web chat interactions based on agent skill sets, which has further improved our service levels and the efficiency of our workforce."

The release explained that Donnelly was formerly using an in-house system, but made the switch to a remote contact center because its flexibility allows support for long-term growth, it has a wider range of functions and features and it didn't require an enormous upfront investment.

Happy clients can only help a business, so it's important that they are provided with adequate customer service. But, without knowing what investments are worthwhile, a company could be weakening the service it provides for a high price. Businesses that are interested in replacing on-premise systems with hosted contact centers shouldn't take on the implementation planning process without the help of an expert telecommunications consulting agency. These professionals can help companies pick cost-effective solutions that make sense for their individual needs.