SHARE



ABOUT THE AUTHOR


Blair Pleasant
Blair Pleasant is President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies. She provides consulting and market...
Read Full Bio >>
SHARE



Blair Pleasant | September 12, 2017 |

 
   

Moving Your Contact Centers to Real-Time Resolution

Moving Your Contact Centers to Real-Time Resolution As one surgery management company has learned, integrating UC and cloud contact center solutions can lead to improved experiences for agents and customers.

As one surgery management company has learned, integrating UC and cloud contact center solutions can lead to improved experiences for agents and customers.

The wise Benjamin Franklin once said: "Lost time is never found again."

Our time is precious, and spending it waiting for a contact center agent to find the information needed to resolve an issue is lost time that we can never regain. Most organizations understand this, and the smart ones are doing their best to utilize technologies and solutions that reduce the time between customer contact and question answered or issue resolved.

How many businesses let their customers know they truly value them and respect their time? An exceptional customer experience depends on quick issue resolution, and while contact center agents generally have the information and knowledge they need to provide an answer or resolve an issue when a customer calls or contacts them, they will need some sort of assistance for a portion of the inquiries they handle. That's why for years I've been talking about allowing agents to reach out beyond the walls of the formal contact center to subject matter experts (SMEs) within their organizations. When agents have access to additional information from SMEs, they're often able to provide first call resolution (FCR).

Until recently, however, agents have had a difficult time knowing which SMEs to contact and the best way to contact them. If agents needed to speak with product specialists to answer technical questions, they could either put the customers on hold or call them back after they got the information, in which time the customers may have gone to a competitor instead. Both options resulted in additional costs to the organization, and dissatisfied customers. But now, with tools like Microsoft Skype for Business and cloud contact center services such as those from Five9, we can address not only FCR but also take that one step further to real-time resolution, or RTR.

Leveraging Skype for Business for RTR
Thanks to the integration of Skype for Business, cloud contact center providers like Five9 can provide RTR for customers. Leveraging Skype for Business' UC tools such as presence and IM, they can see which SMEs are available and quickly get the needed information during a customer call.

Many organizations have deployed Skype for Business to improve worker productivity and efficiency, taking advantage of its UC capabilities, including PSTN voice. But what about their contact center agents? While businesses can't get full-featured contact center capabilities from Microsoft itself, they can turn to contact center providers that have integrated with Skype for Business to provide a best-of-breed solution.

The list of contact center vendors that have integrated their products or services with Skype for Business is growing, as the need for a well-integrated solution is critical.

SME Through Single Pane of Glass
As a case in point about integration, AMSURG, one of the largest surgery center management companies in the U.S., uses Five9's cloud contact center with Skype for Business to better handle patient claims and run its in-house service desk, as I learned in a recent conversation with Corey Cross, key systems engineer at the company. AMSURG moved to Skype for Business as its phone system several years ago, and needed to replace its legacy call center product with one that worked with Skype for Business and leveraged its call control and PBX capabilities. After a failed attempt with one product, the company turned to Five9, Cross told me.

"Skype for Business and Five9 provide a single pane of glass. All of the agents have Skype for Business licenses, and our agents can go to their Five9 enhanced address book and see all of the Skype contacts in the company, and easily send them an IM or conference them in," Cross described.

In addition, everything is HIPAA compliant, and "being able to securely establish a line of communication between Five9 and Skype for Business is key," Cross said. AMSURG gets added functionality from Five9, while improving the customer and agent experience.

If you're interested in learning more about how AMSURG addresses RTR, join me for a Five9-sponsored webinar on Sept. 19 at 11:00 a.m. PT/2:00 p.m. ET. You'll hear from Cross on how AMSURG improved its contact center operations, as well as created a better customer and agent experience, by using Five9 and Skype for Business. Don't miss this chance to learn how you can help your agents be more effective while making your customers happier faster!





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

November 29, 2017

As video conferencing use rises in the enterprise, businesses are looking for ways to bring this technology out of traditional conference room and make it more broadly accessible. That's made the h

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

October 18, 2017

Microsofts recent Ignite event had some critically important announcements for enterprise communications. Namely, Microsofts new Team Collaboration offering, Teams, will be its primary communicatio

October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.