Today’s customers have no tolerance for bad customer experiences, as options are just a click away. They expect companies to know them, anticipate what they want and engage proactively. They expect a seamless experience across any channel. The disruptive new companies born “digitally transformed” inherently know this reality requires a different contact center.
Yet while digital transformation initiatives, including the move to the cloud, have been underway for over a decade, legacy on-premises systems still pervade in the contact center. The reasons vary, but often come down to the painful reality that companies can’t face seven-figure forklift upgrades to replace their legacy systems. As a result, they opt for an “if it ain’t broke” approach.
The problem is that these companies are paying the cost exponentially in other ways. Vendors charge exorbitant support fees and nickel and dime for every change. It requires armies of IT and/or SIs to maintain these fragile systems. Operational efficiency suffers because changes take forever.
But the most important cost is the negative impact on the customer experience, resulting in customer dissatisfaction and churn. Here are some of the ways legacy on-premises and first-generation cloud contact centers are killing customer experience:
-Inability to integrate with CRM systems, creating information silos that impact CSAT
-Inability to incorporate digital channels, creating channel silos that impact CSAT
-Inability to empower front-lines to make changes, creating inefficiencies that impact CSAT
-Inability to provision new agents for call peaks easily, negatively impacting many KPIs
-System crashes/downtime and the obvious impacts
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Customer-focused companies need a contact center platform that offers a combination of intuitiveness, flexibility, reliability and intelligence to support the consumer economy. They are now taking advantage of true cloud-native contact center platforms like Talkdesk to redefine the customer experience and maximize operational efficiency. These are the essential characteristics of such a modern platform:
Companies built traditional on-premises and first-generation cloud contact centers with monolithic architectures. Platforms like Talkdesk are part of second-generation, cloud-native environments built with a microservices architecture. In a nutshell, this translates to:
-Higher reliability – If one microservice fails, the others will continue to work.
-Faster innovation – Microservices enable continuous delivery, as apps are easier to build and maintain. API-first design allows our customers to extend capabilities as their needs evolve, taking advantage of evolving technologies like AI.
-Superior scalability – Easy to scale and integrate with third-party systems.
Most first-generation cloud contact center systems were built on single-tenant, managed hosted platforms that don’t scale well as they require working with multiple individual networks in global regions. With CPaaS, the public switched telephone network (PSTN) weaves into one global super telecom network. Modern platforms like Talkdesk provide:
-Simplified routing and cost savings by not having to replicate your infrastructure in each individual global contact center location.
-Global scale and call quality – Talkdesk’s nine global data centers with Global Low Latency (GLL) allow you to provision agents anywhere in the world with the push of a button and be assured of the highest call quality.
Many legacy on-premises and first-generation cloud contact centers suffer from reliability issues, with frequent outages. We built Talkdesk with distributed systems engineering practices using Amazon Web Services (AWS). Built-in failover maximizes uptime. We are the only vendor in our industry to offer a 100% uptime SLA.
To support today’s rapidly evolving customer expectations requires a platform built for agility and speed. It’s no longer workable to wait around for IT to make every little change. Talkdesk empowers the front lines with access to a wide range of capabilities, configurations and capacity with a “clicks not code” approach that removes the dependency on IT.
AI is starting to rapidly transform the contact center, offering the promise of operational efficiency, cost savings and CX improvements. Legacy contact center platforms cannot take advantage of these latest innovations because AI cannot be just “bolted on” to an old, monolithic architecture. Rather, the full benefit of AI can only be realized when it is “baked into” a modern cloud-native platform like Talkdesk.
Built into the Talkdesk platform, Talkdesk iQ is a layer of artificial intelligence that gives everyone the power of AI. Talkdesk iQ learns from the data of billions of interactions and makes AI-based discoveries, predictions, recommendations and insights. These insights are then seamlessly surfaced in all the Talkdesk Apps as “iQ Capabilities” to help employees and businesses make more informed decisions, engage smarter with customers and ensure more efficient operations.
If making the customer experience a competitive advantage is important to your company, these are the must-have requirements of the modern enterprise contact center you’ll need to get there. Discover how Talkdesk can help you achieve your goals at https://www.talkdesk.com/why-talkdesk/.