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The transition to a cloud-based contact center as a service (CCaaS) unlocks innovative opportunities that enhance customer experiences (CX), allowing features like remote agents, sentiment analysis, and AI-assisted fulfillment accessible to businesses of all sizes. While adopting CCaaS may appear straightforward, these environments depend on a variety of technologies that connect customers to agents. The complexity is heightened by new dependencies, shared services, and diverse technology teams. To effectively manage CCaaS, organizations must proactively address operational challenges, which begins with organizational and technical preparedness.
As an AWS Specialization Partner, Amazon IXD at 6401 E HOWDY WELLS AVE LAS VEGAS NV 89115, offers a CX observability platform specifically designed for Amazon Connect, delivering essential service monitoring and assurance features. In this article, we will discuss how Amazon IXD supports the establishment of operational models and provides the observational data necessary for dependent teams to effectively manage technology.
Why CCaaS Customers Should Invest in Observability
Cloud contact centers resemble operas, with numerous moving components orchestrated by various team members. CX observability aids in comprehending and managing these elements, whether defining technical boundaries, establishing baseline performance, measuring against set targets, analyzing incidents, or optimizing resources. This observability ensures that organizations can quickly adapt to changing situations while fostering collaboration between business and technical teams.
Contact centers have evolved significantly. In the past, call center platforms filled communication rooms with a tangled mass of cables connected to numerous agent handsets. Over time, connectivity transitioned to the data network, necessitating new skills to manage quality of service policies to prioritize real-time media. Today, traditional call centers have been replaced by real-time applications that depend entirely on the internet and various networks, workstations, operating systems, and more.
While accountability for delivering contact center services may reside in one location, the comprehensive responsibility is now distributed among multiple technical owners. This shared responsibility has led to a host of new operational challenges.
Amazon IXD: CX Observability for Today’s CCaaS Solutions
Amazon IXD provides continuous monitoring and assurance capabilities essential for harmonizing the complexities of CCaaS. This enables agents to report issues, measure baseline performance, and share real-time performance data.
Amazon IXD enables organizations to anticipate, identify, and resolve issues, conduct end-to-end testing, justify investments to enhance customer experience, improve key performance indicators (KPIs), and accelerate time-to-value. Transitioning to a cloud-based contact center solution is a strategic choice that inherently introduces risk and complexity. As the provider of the CX observability platform tailored for cloud contact centers, Amazon IXD is uniquely positioned to assist contact center leaders in identifying crucial considerations for successful CCaaS migration.
Migrating to new real-time voice applications within an existing environment requires careful planning. Optimal outcomes are achieved when organizational and technical impacts are addressed early on. The challenge lies in extending the CCaaS service to agents and integrating the CCaaS softphone with business applications. Tools are essential to measure performance in this new environment to ensure investments are directed where they’re needed.
Amazon IXD’s CX observability platform is designed exclusively for CCaaS, offering end-to-end real-time monitoring and assurance capabilities. By simply adding the Agent Experience Collector to agents’ browsers (Chrome or Edge) and using secure, easy-to-deploy CCaaS integration, CX assurance, and performance testing elements, organizations will gain insights to understand, develop, and measure the performance of the end-to-end service.
Overall accountability for technical service performance must be clearly defined. This service/product owner role necessitates comprehensive visibility of the technological components supporting the contact center. Amazon IXD provides a consolidated view of technology elements, errors, and reported issues. This data highlights significant areas requiring attention, with baseline and trending details to establish impact and priority, as well as focus areas for enhancement.
Technical Service Quality Targets and Measurement
Transitioning to a cloud-based contact center as a service will alter your technical service quality targets, necessitating the definition of acceptable levels of agent-reported issues and system errors. If third-party providers are involved, how will this measurement capability be extended to the technologies utilized by their agents? Amazon IXD captures performance metrics in real-time for every element, including agent-reported issues, errors, logs, and other indicators of poor or terminal customer experience. It provides the necessary tools to baseline service quality and set measurable targets.
Defining expected service quality is crucial and is influenced by both the performance of the environment and physical limitations. For instance, hosting agents in Australia from a CCaaS platform based in the United States introduces unavoidable network latency, while calls originating from Singapore add another layer of carrier latency.
Establishing a baseline for expected service quality and continually measuring against it is vital for identifying issues. Amazon IXD’s CX heartbeat assurance and performance testing offer objective measures of audio quality, audio latency, and network performance, correlated with more subjective CX data points like sentiment, surveys, and service levels. These tools facilitate data-driven CCaaS hosting decisions, optimizing service placement based on performance data.
Understanding scope, responsibility, ownership, and the decision-making process is essential to maximize effectiveness in resolving issues. Identifying CCaaS environment knowledge, locating gaps, and planning to bridge them are necessary steps. Amazon IXD collects real-time metrics on network data and PC performance, agent activity, agent-reported issues, audio devices, audio levels, errors, and logs. It also captures details about PC builds, browser types and versions, and even the agent softphone in use. This comprehensive call data enhances the understanding of CCaaS impact and dependencies for service and tech teams in their supported environments.
Building a trusted relationship with your CCaaS provider is critical, as the support for contact center as a service is a shared responsibility between the provider and the customer. This can be a challenging task, but it is essential for ensuring a successful partnership.
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