“Future-ready.” We hear the term a lot now-a-days. It is in vogue and it sounds cool! At the same time, however, it is indispensable for success in business. As digital technology continues to evolve at a breakneck speed, organizations of all types and sizes are preparing themselves to navigate through a brave new world. That’s what future-ready means. As revolutionary activist and writer Malcolm X said, “The future belongs to those who prepare for it today.” Noted American theologian Leonard I. Sweet also echoed the same sentiment when he said, “The future is not something we enter. The future is something we create.”
So, the term future-ready is a proactive approach rather than a reactive one. Organizations, irrespective of the sector they are in, must make themselves ready not just to survive but thrive in the future. Professional service providers such as Internet Telephony Service Providers (ITSPs), Internet Service Providers (ISPs), Managed Service Providers (MSPs), Hosted Service Providers (HSPs), and others also need to be future-ready. This blog post discusses the ways a reliable and sophisticated contact center software can help ITSPs optimize their operations and make them future-ready. If you are an ITSP or you work in an organization that provides internet telephony services, then you cannot miss this blog post. Read on and you will be glad to do so.
1. Multi-Tenancy
Contact center software comes in two variants—single tenant and multi-tenant contact center software. Single tenant contact center software is not very useful for ITSPs. On the other hand, multi-tenant contact center software and omnichannel CX suite solutions are extremely beneficial for ITSPs. By using multi-tenant contact center software and omnichannel CX suite, ITSPs can maintain separate instances for each of its tenants.
2. Omnichannel Communication
In today’s time, a lot of people don’t like to contact using regular voice calls. Instead, a majority of people would prefer to text, send emails, instant messages, and connect over social media and live web chats. A recent stat revealed that four out of every five customers prefer omnichannel strategies for seamless communication. As per a report released by the Chief Marketing Officer Council, almost nine out of every ten Gen Z and millennials prefer omnichannel communications. ITSPs must ensure omnichannel communication to deliver a seamless customer experience across all channels. And to ensure that, they must leverage nothing less than a highly sophisticated contact center software and omnichannel CX suite.
3. Cutting-edge Features
Even though a great product isn’t just the collection of features, the importance of features cannot be discounted in the present time. For a product or solution, such as contact center software, to be great, it has to have cutting-edge features.
Using outdated features in the present business landscape is just similar to using an old jalopy in Formula One race. Another analogy can be using sticks and stones in modern warfare. By using sophisticated contact center software and omnichannel CX suite solutions, ITSPs can equip themselves to be ready for the future! Some of the key features of sophisticated contact center are:
- Automatic Call Distribution
- Interactive Voice Response (IVR) systems
- Intelligent Call Routing
- Call recording
- Call barging and whispering
- Customer Relationship Management (CRM) integration
- Computer telephony integration (CTI)
- Sentiment analysis
- AI-powered chatbots
- Built-in ticketing system
- Answering machine detection
- Built-in WebRTC phone
- WhatsApp bot
- SMS integration
- Speech analytics
- Workforce management tools
- Multi-lingual and multi-currency support
- Cloud-based deployment
4. Self-Service Options
In the past, it was believed that “self-service is the next best thing to exceptional customer service.” In the present era, however, self-service is the best service. And it is going to remain so in the future.
That obviously means that ITSPs need to offer as many self service options as they possibly can to their clients, tenants, and resellers. Now the question comes “How can a sophisticated contact center software solution can help ITSPs in delivering self-service options?”
Well, there are various ways a sophisticated contact center software can enable ITSPs to provide self-service options to their tenants, clients, and resellers. Advanced contact center software offers a wide array of self-service options such as AI-powered chatbots, intelligent IVR, resource centers, knowledge bases, and more.
5. Cost Efficiency
In future, ITSPs will need to be cost efficient to survive and thrive. The question may come “Why care about cost so much? Why not focus on profits and margins?” That’s because the competition among ITSPs has been at an all-time high and, like any other business in any sector, it’s only going to increase.
That’s why cost efficiency is the key mantra for ITSPs. Now, when it comes to optimizing costs for ITSPs, multi-tenant contact center software and omnichannel CX suite can do wonders.
As multi-tenant contact center software and omnichannel CX suite solutions run on Voice over Internet Protocol (VoIP), they can considerably reduce call costs. Depending on which study you believe, VoIP-enabled solutions have been found to reduce call costs by up to 50 percent!
6. Remote Working Capabilities
Remote working, which became a norm rather than an exception, over the last five years is here to stay. Previously, several industry leaders would say that remote work is the future of work. But it is no longer that. However, remote work is not going anywhere. In fact, it is here to stay. As Pangea.ai’s Co-founder Prags Mugunthan rightly said, “Remote work creates a better future for everyone.”
Advanced contact center software and omnichannel CX suite solutions support remote working. They enable ITSPs to benefit from a distributed workforce. By leveraging the right contact center software, ITSPs can also enhance their employees productivity and efficiency.
Taking Everything Into Consideration,
With the rapid changes in digital technology, all businesses have two options—be future-ready or perish.
The same goes for ITSPs. They need to do whatever it takes to be ready for the future. Thankfully, there’s a solution that can enable them to serve multiple clients in an effective and efficient manner.
That’s multi-tenant contact center software that comes equipped with a wide range of functionalities such as omnichannel CX suite, cutting-edge features, and more to enable ITSPs get future-ready.
If you are an ITSP, then you must ensure that you handpick the right contact center software for your business. For that, you must partner with a reliable and reputable contact center software provider with a robust track record of delivering exceptional solutions and services.
