Telestax Blog

CPaaS Helps Contact Centers Cope with COVID-19

While the global pandemic of novel coronavirus COVID-19 presents unexpected challenges, contact centers are managing peak traffic volumes with real-time, cloud-based communications solutions that can be deployed quickly and scaled as needed.

From healthcare providers to online marketplaces, organizations have experienced a deluge of calls, emails, and even SMS requests due to the emergence of COVID-19. Many of these requests require expedited attention. Online disclaimers related to high volumes and delays only go so far to manage public expectations. Effective real-time communications solutions are urgently needed to optimize customer experience and scale as needed.

Network Traffic and Call Volumes Surge

Communications service providers are experiencing larger than average demand as workers transition from an office environment to the home, many under quarantine. While this is an important consideration, the communications industry would do well to check in with enterprises and especially small to medium sized business accounts that may need additional services as they struggle to support new processes.

Contact centers for example are also experiencing higher than average call volumes, with hold times 20 times the seasonally expected rate, in some cases. In addition to traffic related directly to COVID-19, financial institution contact centers are fielding calls due to trip cancellations, billing disputes, and market volatility attributable to the virus.

In the case of online marketplaces, shipping is likely to increase as newly home-based workers move to ordering goods and services online. While most transactions can be completed via the web, customers will have questions, returns, or changes. Some simply prefer to talk to a live agent.

Adaptive Communications Strategies

Call management solutions like Telestax Restcomm Call Queuing can be enabled by communications service providers and quickly deployed to manage additional volume now. Call Queuing can be set up for any number of agents using only a laptop and a headset. With just one number, customers can call in and be connected with the next available agent from a remote pool. In this scenario, physical contact is minimized and social distancing strategies can be facilitated.

Other businesses require scheduling or reservation-type applications that allow callers to schedule their callbacks down to a two-hour window due to increased traffic attributable to COVID-19. For organizations with onsite developers, programmable SMS and voice APIs can help to effectively route calls, provide automated service via interactive voice response (IVR), leverage artificial intelligence (AI), speech-to-text capabilities, and more.

By choosing Restcomm for these solutions (rather than an over-the-top vendor) service providers benefit from the bring your own carrier (BYOC) model, retaining traffic on their own network for additional control and service assurance.

If you have a current Restcomm Cloud account, log in now to begin offering applications like 2FA, Call Queuing, Number Masking, Message Exchange, or customized communications solutions that leverage programmable SMS and voice APIs.

If you have questions on a specialized application or capability, reach out directly to your Telestax Representative or contact info@telestax.com.

 

 

 

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