Cloud Contact Center as a Service (CCCaaS) contact centers represent a multi-billion dollar industry, Market Watch reports. Valued at $6.9 billion USD in 2019, the industry is projected to attain a compound annual growth rate (CAGR) of 26.3 percent beginning in 2018, reaching a value of $28.1 billion by 2025.
In October 2019, Aspect released Cloud Contact Center v19 call center software, including capabilities for Contact Center and Workforce Optimization suites. Based on the Aspect Via platform, v19 boasts enterprise-class features for cloud customers requiring management of large contact centers.
Enhanced Customer Experience
In a report published in May 2019, Service Quality Measurement (SQM) Group stated that 92 percent of its clients claimed that calls have become more complex. Specifically, average handling time (AHT) per call has increased dramatically in the previous two years. The report also stated that 67 percent of organizations require customer service representatives (CSRs) to support multiple contact channels, including voice, email, and chat, adding further complexity.
With Cloud Contact Center v19 customer relationship management (CRM) software, large call centers can maintain an individual-based, customer-driven focus. This release also generates vital customer history data in real-time, along with multiple insights into each agent’s skill set. The software then compares the skills of specific call center agents with issues associated with each caller and matches customers with agents who are optimal to solve them.
Improved Efficiency and Employee Performance
The user interface (UI) of Cloud Contact Center v19 call center software features intuitive navigation and search functions. Users can designate high-frequency function as favorites for quick access, further enhancing optimal customer engagement.
Supervisors are able to analyze intra-day activities at a granular level while remaining on schedule. This release includes enhancements and improvements to notification nodules for time spent in or out of adherence, real-time alarms and historical adherence trend analysis. Its modernized interface also includes training features to recognize outstanding performers with positive feedback, with automated coaching and paths for improvement to accompany unfavorable feedback and get underperformers back on track.
Specific Enhancements With Cloud Contact Center v19
Other major enhancements in Cloud Contact Center v19 are designed to maximize customer satisfaction and overall operational security.
- Integrated Workforce Management Mobile application
- Omnichannel email search, monitoring, and reassignment
- Natural Language Understanding (NLU) support
- Hotspot Analytics that deliver actionable developer insight for tuning chatbots
- Additional APIs for other integrations
Security, Customer Privacy and Cloud Compliance
Privacy of sensitive financial, medical or other customer information, as well as overall security, represents a major concern for industries such as medicine and banking. Compliance for strict regulations such as the Gramm–Leach–Bliley Act (GLBA), Health Insurance Portability and Accountability Act (HIPAA) and General Data Protection Regulation (GDPR) can be especially challenging for cloud-based platforms.
Today’s enterprise users demand cloud-based call center software that maintains compliance with security and privacy regulations. Cloud Contact Center v19 features TLS/SRTP Encryption Technology that secures the entire voice path from the Aspect Cloud and the Call Center all the way to the agent’s phone. There is no need for dedicated VPNs, removing at least one layer of complexity while improving reliability. This release also features Increased rule precision and more granular compliance auditing based on customer consent and preference, combined with callback and exclusion controls.
An Enterprise-Worthy Call Center Software Solution
Cloud Contact Center v19 call center software supports customer interactions across multiple channels in a user-friendly environment. This release also includes training and feedback and security measures designed to address governmental regulations. The platform provides a central point for enterprise clients to manage inbound and outbound customer communications.