Customer contact and customer service has seen signiﬁcant changes over the past decade. Some changes are highly visible, such as the use of social networks (primarily Twitter) for businesses and their customers to speak to one another to resolve problems quickly.
Other changes are less visible for the end-customer, but are just as significant on the impact they have on the level of service the customer ultimately receives. One such example is the introduction of IP-based contact centres, which has resulted in new ways to engage with customers, making it possible for businesses to increase customer satisfaction and loyalty while reducing costs.
We call this Contact Centre-as-a-Service (CCaaS) and it transforms simple phone transactions to rich interactions that use voice, web, email, and video to provide personalised, customer-centric services.
Yesterday at Cisco Live!, we announced a partnership with Optus Business to launch CCaaS for Optus Business’ customers. This is a first for an Australian telecommunications provider. Optus Business’ CCaaS is run through the Cisco Hosted Collaboration Solution (HCS) platform.
The CCaaS platform has been built over the Optus Evolve IP network, which eliminates the integration complexity for customers who want seamless services inclusive of their voice and data carriage. The solution is backed by the enterprise-grade security and reliability of a tier one regional carrier.
Now Optus Business customers can improve interactions with their customers, by bringing additional channels such as web chat and email engagement into the mix, as well as phone calls too, of course.
The ‘pay-per-agent-per-month’ billing structure also helps Optus Business’ customer maintain a predictable expense base – always helpful!
In addition, Optus Business, in conjunction with SingTel, announced the launch of Unified-Communications-as-a-Service (UCaaS), a hosted suite of collaboration products that includes voice, video, messaging and presence for enterprise customers in Asia-Pacific.
Please view media release for more information