One of the UK’s largest and most popular converged ICT service providers, GCI recently announced the launch of their ” GCI Cloud Contact Centre“. The fully-managed cloud-based solution is intended to streamline the contact centre experience for users, based on Enghouse Interactive technology, and Microsoft Skype for Business.
Deployed from within the GCI data centre, the GCI Cloud Contact Centre offers the ability to deploy omnichannel contact centre capabilities to the mass market in the UK for the first time. In the past, it’s been difficult to deploy omnichannel solutions at this level, as licences are traditionally geared towards specific numbers of seats. Fortunately, the GCI system offers more flexibility with licensing, with opportunities to scale contact centre operations up and down.
Delivering Consistent Omnichannel Experiences
According to GCI, the benefits of the cloud contact centre will be dramatic. Every customer will be able to access the same high-level service regardless of whether they contact a business by email, phone, social media, or chat. Using in-built omnichannel queuing, organisations can manage, route, and measure different contact types using a single workflow engine. Agents and customers alike can move seamlessly between channels according to their needs.
With plenty of experience in the Skype for Business portfolio, GCI has deployed a host of Contact Centre seats in a variety of sectors, including the legal, educational, and government verticals. With their new cloud contact centre solution, GCI believes that they’ll be able to give customers a more personalised and powerful experience from start to finish.
Empowering Agents to Deliver Better CX
The omnichannel experience offered by GCI Cloud Contact Centre ensures that brands can continue to give their customers the CX they’re looking for, regardless of how they prefer to connect. Since businesses with omnichannel strategies can accomplish a 91% higher year-over-year retention rate, this could be a crucial feature for competitive modern companies.
Additionally, since the GCI Cloud Contact Centre automatically populates the screen with critical customer information from the CRM system, agents enter a call with plenty of context to provide personalised service. This can have a positive impact on business reputation, while also speeding up interactions with callers. GCI estimates that the time saved per call could average around 15 seconds.
The Contact Centre Product Manager for GCI, Andrew Leatherland announced in a recent press release that the recent product is GCI’s attempt to reduce the costs of running a contact centre and make scaling operations easier for businesses. The GCI Cloud Contact Centre ensures that the agent has the power to make the most of every interaction, with a flexible system that works seamlessly on any channel. Leatherland believes that the new service will remove the barriers that have restricted companies hoping to make the most of multi-channel contact centres in the past.
