Seamless Customer Service with Hybrid Clouds

09/27/2016

DURCHGÄNGIGER KUNDENSERVICE MIT HYBRID CLOUDS

Hybrid Cloud services are not a passing fad, they are a reality, and they are here to stay—but for good reason. Easy set up and straightforward scalability maximize profit by aligning business needs with appropriate technology solutions. Because cloud technologies are so flexible and powerful, vendors offering these solutions are becoming industry leaders defining future of IT architecture today. Yet, because it is now so easy to purchase cloud services, companies are often getting lost trying to optimally configure the technology they purchase. The system architecture inefficiencies that result lead inevitably to the development of data silos, which are likely to create organizational and financial problems further down the line. Employing a corporate service strategy makes it possible to avoid the inevitable pitfalls associated with configuring cloud services on premises, and offers a real opportunity to leverage cloud solutions to raise the bar on customer service and business excellence standards.

 
 

Hybrid Clouds

Beyond producing excellent products, service quality and customer satisfaction are key metrics that separate the great company from the good enough. Delivering the highest possible level of service means that however and whenever a customer interacts with your business, they receive seamless and utterly superior service.

Effectively setting up Hybrid Cloud services requires the coordination of two related efforts whose orchestration must be closely managed in order ensure best results. While businesses seek to purchase the appropriate cloud services tailored to their customers’ particular needs, their IT departments strive integrate these solutions to avoid system architecture inefficiencies and data silos. In order to coordinate these efforts, an effective service strategy is critical. Having an implementation plan in place will maximize the efficacy of cloud solutions, and streamline IT architecture, while at the same time identifying and meeting different departments’ diverse needs. This, in turn, will minimize the formation of shadow IT.

Avoiding data silos ensures that businesses will provide the kind of seamless, multichannel services that correctly configured Hybrid Cloud implementations make possible. Without this kind of integration, internal communication channels are closed off from one another, are extremely difficult to integrate without significant development and customization, and hosted data is limited to only a single communication channel. Employing a Hybrid Cloud solution makes it possible to utilize multiple cloud services, or to connect Customer Premise Equipment (CPE) to SaaS via open APIs. Of course, identity management and network readiness remain important configuration issues; nevertheless, these same technology solutions can also solve those issues.

Hybrid Cloud solutions bring together the best of two worlds. They provide the security of a private cloud together with the flexibility and scalability of a public cloud. This translates into significant investment protection for CPE equipment. Hybrid Clouds make CPE integration with cloud services possible without compromising security, while increasing functionality, and scaling to match growing business’ needs. This integration solution also provides immediate and long-term savings by allowing businesses both to retain old infrastructure and at the same time to develop new systems, services, and protocols. This means crisp, flexible, and scaling adaptation to rapidly changing business environments made possible by effective utilization of correctly implemented Hybrid Cloud solutions. Ultimately, bespoke Hybrid Cloud configurations—setup by experts—make it possible for your business to provide levels of service your customers have not yet even imagined while saving time and money for your business.

 
 

Seamless Customer Service

It is important to make clear what exactly “seamless” customer service means in terms of Hybrid Cloud technology: it is possible to set up and connect the cloud-based CRM and Contact Center Cloud Service to the on premise Unified Communication platform via the open APIs. The result is that all customer-facing teams are able to deliver excellent customer-centric service. In practical terms, this might mean a customer contact with the sales department that translates into a sale, assistance with product support that leaves a customer satisfied, or just an information request providing a client with needed information. At the end of the day, seamless customer service makes it possible for companies to integrate every facet of customer-facing business, including contact center agents, with company back office users and remote experts.

Delivering seamless customer service requires understanding, appreciating, and effectively utilizing IT services. Different customer-facing roles have different software and hardware needs. Cloud configurations can and must enable different employees to accomplish distinct work tasks by providing agents with complete, real-time access to customer data. Failure to provide the correct tools different teams within a business need will lead to the growth of Shadow IT, which ultimately cost more money, create technology infrastructure inefficiencies, and compromise customer service—all unacceptable outcomes.

 
 

Open APIs

Open APIs make a Hybrid Cloud approach possible—in fact, they are at the heart of every cloud solution. Without access to a rich set of open APIs that utilize common protocols (such as SOAP or REST), end-to-end service is impossible, and data silos are more likely to form. The image below illustrates how APIs serve to connect a range of cloud services with on premise equipment serving users in a variety of different roles in the company. This ensures that a company—and the teams within it—is equipped with the correct tools and applications, all set up in an optimally configured architecture.

b+s Cloud Services for Unified Collaboration (UCaaS) and Contact Center (CCaaS) ensure this seamless customer service by integrating Cisco technologies with leading CRM systems such as Salesforce CRM and Microsoft Dynamics CRM.

 
 

Conclusion

  • Seamless customer service means addressing all customer touchpoints within an enterprise
  • Hybrid Cloud services and open APIs let you cherry pick the very best and most suitable applications for different teams’ needs
  • Open APIs ensure that all relevant components are able to communicate with one another and that they are all accessing the same customer databases.

 
 
 
 
 

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