5 Non-Negotiable Features to Expect From Any UCC/CCaaS Solution

With technology developing at a rapid rate and more solutions trying to compete, certain features in unified communications and contact centers are simply non-negotiable. In this post, Richard Conn, Senior Director, Search Marketing for RingCentral, discusses what features UCCs/CCaaS solutions must have to stay ahead and meet the demands of enterprises and digital-focused customers.

Those working in companies with call centers want the very best features. No dodgy connections, faulty phones, or difficulties accessing data. That’s why many enterprises use UCCs or CCaaS solutions. But some enterprises are wary about using a cloud-based system. 

Here are five must-have features for every UCCs or CCaaS solution. 

1. WFO Software

Workforce optimization tools, otherwise known as WFO softwareOpens a new window , are essential for all UCCs/CCaaS solutions. Why? Because they enhance the agent’s experience and make for a more productive workplace. Here are some things that WFO software can do:

Recruitment and training 

Hiring a new contact center agent can be a lengthy process. So, once you’ve hired the right person (or people), you want to keep them. This means ensuring that they’re well trained and properly prepared for the role. Research shows that poor training can cause a high attrition rate. 40% of employeesOpens a new window who receive inadequate job training leave their positions within the first year. 

WFO software can help monitor performance to assist with training. New employees can listen to examples of good calls and practice. This also helps with recruitment, as adequate testing can be used on all candidates to ensure they understand how to provide a good customer experience. Proper training means happy employees who know how to do their job. 

Workforce management

There are often a lot of agents working in one call center. This is most commonly on a shift basis. So, all agents need to be managed accordingly. WFO software can be used to organize shifts and create schedules, taking into account all agents’ leave or hours. 

This makes for a more streamlined call center that never has gaps in the schedule. You could even use business collaboration toolsOpens a new window to ensure your agents are collaborating effectively. Check out these tools for managing projectsOpens a new window . So, WFO software is essential for UCCs/CCaaS solutions. 

Learn More: 5 Key Drivers for Moving Your Business Communications to the Cloud

2. Customer Mapping 

The best enterprises want to be better. They are constantly looking for ways to meet consumer demand and find what consumers are looking for. To do this, they are regularly researching and analyzing data to find trends. This information can then be applied to the company’s products and services, otherwise known as customer mapping.

The best UCCs/CCaaS solutions offer software that can be used to screen calls and find out what customers or clients are asking for. Enterprises can then tailor their services or products to customer needs. Your call center can be used for more than responding to queries. You can also utilize it to find out what customers respond to and change your products accordingly. It’s a way to research. So, all UCCs/CCaaS solutions need to cater to this demand. 

3. AI

Artificial intelligence, otherwise known as AI, is becoming more popular among enterprises. It’s something that the leading UCCs/CCaaS solutions offer. But why? 

AI can help in the following different areas of business. 

Sales

AI can be used to boost sales. Chatbots can communicate with customers before they make a sale. Take the company SchuhOpens a new window , for example. Whenever someone clicks on their website, a chatbot appears, asking if they have any queries. The lead can ask for advice on shoe size or whether a certain product is in stock. More complicated queries can be passed over to a sales adviser. 

Chatbots for sales allow people worldwide to message about a product, no matter whether they’re messaging from a phone or laptop. They’re non-negotiable. 

IT Operations

It might not come as a surprise that AI can be used in IT operations. It can save time and money by logging file error analysis and automating routine processes. It’s important to incorporate this into UCCs/CCaaS or even SaaS solutions (check out these SaaS examplesOpens a new window ), to meet enterprise demand. 

Recruitment 

Chatbots are becoming more widely used in recruitment. As in sales, they create communication points. They allow potential candidates to send messages about the details of the role, freeing up recruitment and HR staff to deal with more important queries. They can also screen and narrow down candidates depending on their experience. 

AI can also be useful for communication across languages, as certain chatbots are programmed to translate and even use emotion in their responses. As enterprises grow and the world has an increasing demand for the best technology, there will be more demand for AI within UCCs/CCaaS solutions. 

Learn More: Why 5G and SD-WAN Is the Next Big Thing in UCaaS

4. Mobile Options 

Remote working is becoming more popular than ever before. And why shouldn’t it? With increasing technological advancements, people don’t necessarily need to be stuffed into an office to perform well. We can now create good client relationships from the comfort of our own homes or on the move. 

With enterprises being more flexible about working remotely, UCCs/CCaaS Solutions must ease and enable this demand. Employees and agents working from home will need to work without all the equipment (how to fax without a fax machine), for example. They will also need to access all data and relevant information on their computer without network difficulties or complex logins. 

Having all the information on the cloud means that UCCs/CCaaS solutions enable working remotely and create a better agent experience. So, ensure that your solution makes this as easy as possible – without causing any security risks, of course. 

Source: flexjobs.comOpens a new window

5. Security Measures

One of the biggest concerns for an enterprise when it starts using UCCs/CCaaS solutions, is security. In fact, 93% of businessesOpens a new window considering moving to CCaaS solutions considered it highly important to bundle security features and services with their solutions. As many as 46%Opens a new window said the issue was critical. But what’s the issue? 

By making everything available on cloud software, an employer might be concerned about hacking or information being more readily available. As opposed to paper files and locked cabinets, anyone who is tech-savvy might be able to access highly confidential documents. Call centers, in particular, hold lots of personal data regarding their customers. 

If this information got into the hands of the wrong people, addresses, bank details, and hospital records could be used in malicious and law-breaking ways. This not only threatens the lives of all involved, but it could be the end of a successful business.   

Security measures are essential when it comes to UCCs/CCaaS systems. The best of these systems have greater security measures than traditional, on-premise solutions. They use advanced features to ensure that only authorized personnel can access certain files and databases, such as: 

• Voice unlocking
• Fingerprint unlocking
• Complex passcodes 

People care about security. They don’t want any data breaches. With more call centers going mobile and agents needing to access data from home, UCCs/CCaaS solutions need to ensure security is a key feature. 

Something like a free VoIPOpens a new window system can enable effective communication, but it might not be secure enough for a business. So, to keep your users engagedOpens a new window , a safe UCCs/CCaaS solution that increases customer security is non-negotiable.

Learn More: 5 SDN Deployment Secrets That Successful Companies Won’t Tell You

The Takeaway 

The fact is that some enterprises might be worried about changing to UCCs/CCaaS solutions. We all fear what we don’t know. However, it’s clear that UCCs/CCaaS solutions improve enterprises. They create a more streamlined working environment, improve customer relations, and help to identify consumer needs. 

To convince enterprises to use your UCCs/CCaaS solution you need to create the best possible solution that includes what they need. Enterprises need security, WFO, mobile options, AI, and customer mapping. These features are simply non-negotiable. Help them see that they need your UCCs/CCaaS solution by incorporating these features into your solution. 

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