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7 reasons to choose Steam-connect as omnichannel contact centre solution

Do your customers bombard you with all kinds of channels and can you sometimes no longer see the wood for the trees? The answer lies in an omnichannel contact centre solution.

By Renée Müller

8.7 min read

29 July 2021

omnichannel contact centre solution

The way in which customers contact companies has changed enormously in recent years. It’s true that many people still like to reach for the phone, but that has long ceased to be the only channel they turn to. They seek contact via email, live chat, WhatsApp and social media, all directly from their smartphone at any time of day, no matter where they are. For companies, this requires a completely new way of working and we think we can help you with that. Steam-connect is exactly what you need for future-proof customer contact. We give you 7 advantages of this omnichannel contact centre solution.

Let’s take a closer look at how an omnichannel contact center solution can benefit your business and why we think Steam-connect is the best platform for improving your customer experience.

What is an omnichannel contact centre?

How many tools do you and your customer contact agents use every day? The chances are that the answer is ‘too many’. Planning tools, call recorders, social media tools, analytics – the list goes on and on. And because these tools are often not connected, agents have to constantly jump between dashboards. Worse still, agents must also manually add customer data in each of these tools and later compare it from different sources. Not to mention how frustrated agents can get when one of their tools isn’t cooperating or crashes.

The biggest benefit of an omnichannel platform is that it allows users to interact with their customers in a way that is easy to understand and understand.

The biggest benefit of an omnichannel contact center solution is that customers can reach out to companies in the way they prefer and when they want. This helps ensure that anyone who calls on your support gets a quick answer and a solution to their problem, regardless of the method they use to contact you and without having to explain their problem several times, even if they change channels.

But an omnichannel contact centre solution is not the same as an omnichannel solution.

But an omnichannel contact centre solution doesn’t just connect your support channels – it can do much more than that. It can bring together all the other tools used by your customer service team every day – from call management tools to CRM, analytics and knowledge bases.

This allows agents to manage all their interactions with your customer service team, from the call center to the contact centre.

And what’s most important is that agents can be more responsive, more flexible, and more accountable.

And what is especially important in times of a global pandemic is that omnichannel contact centre platforms work from the cloud, meaning they are not tied to office computers. Whether an agent uses their desktop computer at work, their personal laptop at home or their smartphone while stuck in traffic, they can still access the same tools and serve their customers in the same way as they would in the office.

Steam-connect fits into this perfectly as an all-encompassing platform for all companies who need to merge their support channels. Let’s take a look at the seven main reasons why Steam-connect works exceptionally well as an omnichannel platform for all businesses, regardless of their size or industry.

7 reasons to choose Steam-connect as an omnichannel contact center solution

  1. You get a 360 degree customer view
  2. Use innovative IVR menus
  3. Smart call features such as automatic callback, call recording and easy call forwarding
  4. Steam-connect integrates with everything
  5. Intelligent dashboards to optimise your team’s performance
  6. Steam-connect blurs boundaries
  7. Call statistics, call monitoring, agent reporting and other tools to improve your performance

1. 360-degree customer view

If you want to give a great customer experience, you need data. Lots of it. But if you have to collect data manually from different channels, chances are you can’t even make heads or tails of the findings.

Steam-connect collects the data from the different channels.

This gives agents, as well as the customer, the ability to make decisions about their customers.

2. IVR menu

An IVR menu is one of the most valuable tools a customer service team can have. We all know how much callers hate being transferred from one agent to another and having to explain their problems multiple times. An IVR menu can greatly reduce the need for call transfers by immediately connecting the caller to the right person for a given problem.

An IVR menu can also handle dozens of callers at once, so even during peak hours, you can count on it to seamlessly divide callers into groups and then transfer them to the appropriate agents or departments.

In order to keep your productivity high, you need to be able to use the IVR menu to manage your callers.

This feature gives callers the option to either stay on hold waiting for an available agent or end the call but still wait. When an agent is free to take the call, Steam-connect will automatically transfer the agent to the caller. 75% of customers find the idea of callback “very appealing” because it saves them time (and frustration) that they would have to spend waiting in line, and they can instead get on with their daily tasks and wait for an agent to get back in touch.

But that’s not all Steam Connect has to offer when it comes to helping agents make the most of their time. There’s more:

  • Call recording – all calls (that you choose) are automatically recorded and stored in Steam-connects’ database for easy access.
  • Call groups – on an incoming call, you can set Steam-connect to alert all agents belonging to relevant departments or groups. The agent who responds first will be connected to the caller, improving the average waiting time of the support centre.
  • Office hours – set the hours during which your team is available, so that if a caller reaches you outside these hours, they will hear a pre-set message asking them to leave a message, for example.
  • Call masking – keep your business or personal phone number hidden by covering it with an automatically generated phone number, which works exactly like a normal phone number except that it expires after a certain period of time (usually 24 hours).

Read more about Steam-connect contact centre software.

Download the flyer

4. Steam-connect integrates with everything

For a true omnichannel experience and to improve agent productivity, you need an omnichannel contact center solution that integrates with tools you already use. Good news: integrations and API are one of Steam-connect’s strongest points. You can make huge efficiency gains as information is automatically sent from one system to another. Fewer errors are made and your processes run more smoothly, allowing you to work more efficiently.

We have a number of standard links, but of course you can also use our API to create your own links.

5. Intelligent dashboards to analyse your team’s performance

If you want to stay on top of your team’s performance and provide them with good feedback, you’ll also need to have good insight into how they’re performing. From how long it takes them to answer a call, to whether they managed to solve a problem or how long they took a break, Steam-connect gives you everything you need.

Through one intuitive dashboard, you can track your contact centre’s performance in real time and gain immediate insight into a range of key data. And don’t worry: you won’t be overwhelmed by loads of information you don’t care about. It’s easy to customise the dashboard to your needs, so you can make quick decisions and identify potential problems based on actual data.

6. Steam-connect blurs boundaries

Responding to emails or social media messages from customers all over the world isn’t much of a challenge. But what about phone calls?

It used to cost a lot when you wanted customers from different countries to call you. With Steam-connect you have access to worldwide phone numbers. If your business operates in several countries (or plans to), you can quickly get a local phone number for each country. If they see a known number, your customers will also be much more likely to call you than if you only provided a typical international (and probably expensive) phone number.

7. Call statistics, call monitoring, agent reporting, and other tools to improve performance

How good your omnichannel contact center is really depends on just one thing: your agents’ productivity.

The more you know about how your agents work, how long it takes them to complete a call and move on to the next one, the easier it is for you to improve things. You can talk to every agent, but it would take you a day. Plus, you can’t make proper comparisons between agents that way. So why not ask Steam Connect to help you chart your agents’ productivity?

On the platform you’ll find several tools that make it much easier to collect and compare data on your agents’ daily work. You can use:

  • Call statistics:from the total number of calls (including missed calls) to the average call duration, speed and waiting time, all updated in real time.
  • Call monitoring: You can listen in on live calls and intervene when you notice a call is difficult.
  • Agent reporting:get detailed agent-by-agent statistics so you can see how each agent handles calls and identify potential training areas.

Conclusion: Steam-connect is the omnichannel contact center solution every customer-centric business needs

Do your agents also waste way too much time switching between tools or struggle to answer your customers’ requests on different channels? Then an omnichannel contact centre solution is just what you need to boost your customer experience. Wondering how Steam-connect compares to other solutions? Then take a look here.

Time they can put into paying attention to your customer. So why not give Steam-connect a chance? Ask for a demo and we’ll see what suits your contact centre best.

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