When we think of manufacturing firms, we often picture a factory floor with machines and robotics that streamline production. But it’s not just the factory floor that can be digitalized — manufacturers can streamline their entire business with a cloud based contact center as a service (CCaaS) solution. These solutions can even address manufacturers’ top three challenges: digital transformation, business continuity, and easy-to-use technology.
Digital Transformation
Digital transformation is a top priority for manufacturing leaders. Research from Gartner revealed that 80 percent of manufacturing CEOs are increasing their investments in digital technology, and 87 percent expect to implement distributed cloud technology by 2025. Employees and customers demand that manufacturers stay on the leading edge of technology or risk losing talent and business opportunities.
With the popularity of work-from-home models, manufacturers need to enable hybrid work environments. According to McKinsey, nearly one in four (19–23 percent) manufacturing jobs have the potential to be remote. Cloud based contact centers enable sales and customer service representatives to work from anywhere at any time. Calls can even be routed to off-site extensions with the same efficiency and appearance as on-site extensions.
More and more customers are demanding digitally-enhanced, consumer-like experiences. Even business-to-business (B2B) customers expect these experiences when communicating with other companies. CCaaS features like omnichannel functionality help meet this demand, enabling sales teams and supply chain managers to work with customers and suppliers on their preferred channels, such as phone, email, web chat, and social media.
Investing in a future-proof, cloud based omnichannel contact center like Broadvoice CCaaS can significantly improve productivity and help streamline interactions across different channels and personnel. Most contact centers even feature built-in scripting tools to assist agents in providing a personalized experience based on the context of the calls. Managers can use call monitoring and recording functions to perform quality control checks and change staffing or messaging based on current trends.
Business Continuity
Power outages, natural disasters, and other breaches can be disastrous for manufacturers’ rigorous production schedules. Even if factory floor operations are on hold, manufacturers need access to their communications platform at all times. CCaaS can ensure manufacturers remain connected to their customers during an outage or disaster because agents can be sent home or to another location to work remotely. Plus, customer and supplier data, records, and conversation histories remain untouched in the cloud.
CCaaS also offers manufacturers multi-channel efficiencies to execute outbound campaigns and inbound management strategies during an emergency. Broadvoice CCaaS even allows managers to build inbound campaign queues and assign agents in less than 10 minutes using the platform’s intuitive drag-and-drop interface.
Most importantly, CCaaS is a future-proof investment. Manufacturers always have access to new features and functions without researching, sourcing, managing, or funding a technology upgrade because the platform is updated and maintained by managed service provider.
Easy Use and Deployment
The success of manufacturing firms depends on productivity and efficiency. All systems and solutions must be streamlined and easy to manage. With multiple stakeholders, varied work environments, and fluctuating schedules, manufacturers need simplified communications. An omnichannel cloud contact center solution offers easy deployment and management to counter the burden on IT teams.
CCaaS solutions are also affordable. The subscription-based service delivery model offers right-sized and predictable costs that are lower than on-premise solutions. CCaaS providers do the heavy lifting with infrastructure and application investments as well as maintenance and upgrades. With Broadvoice CCaaS, manufacturers also benefit from surge licensing, which enables manufacturers to scale functions up or down to meet the firms’ needs.
Contact Center Technology Meets All of Manufacturers’ Communication Needs
Contact center technology presents an opportunity for manufacturing firms to optimize customer and supplier communications across the entire business. A CCaaS solution like Broadvoice CCaaS significantly improves day-to-day operational efficiencies and supports digital transformation, business continuity, and productivity.
Contact us to see how your manufacturing firm can optimize communications with next-level contact center technology.
