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5 Ways Your Contact Center Can Be a Business Hub

This article was published on April 19, 2024

Contact centers are no stranger to evolution. Business needs have evolved the contact center from a cost center to a proactive driver of revenue and profitability and a crucial component of customer experience. Today, contact centers are uniquely positioned to act as a hub for your organization. This article explores the five ways that this impacts businesses and customers. Read on to learn more.

Photo of smiling female contact center agent looking at her computer screen as talks to a customer through her headset.

Turning great service and customer experiences into revenue

A contact center not only provides a way to connect and support your customers, but using analytics to gain insights from the interactions can provide the business additional information to identify trends and issues before they impact your key objectives negatively.

Contact center agents are often the primary point of contact with customers, addressing questions, directing them to the right resources, and solving issues. A cloud-based contact center, also known as CCaaS or Contact Center as a Service, takes this one step further. It enables agents to communicate with customers across channels like voice calls, chat, text messaging, and social media.

The result? Quality service and personalized experiences that can turn into profitability. The Vonage Global Customer Engagement Report 2024 uncovered that 52% of customers surveyed will become more loyal to a company after a great experience and 36% will even purchase additional products. In short, it’s important to optimize customer service across communication channels available to existing and prospective customers.

5 ways contact centers are business hubs

So what are the top five ways that a contact center functions as a business hub? Where does communication fit in, and what is the business impact? Let’s dive in.

  • Centralized communication: A contact center consolidates all incoming and outgoing communications, including phone calls, emails, live chats, social media interactions, and more, ensuring that you capture both external customer and internal employee interactions. By centralizing these channels, you can streamline communication management, ensure consistency in customer service, and provide feedback essential for overall business management.

  • Multichannel support: With the proliferation of modern communication channels, customers expect businesses to be accessible through their preferred platforms. What’s more, they don’t want to repeat themselves multiple times or deal with long wait times. Contact centers integrate various channels to offer omnichannel support, enabling customers to interact seamlessly across the channels, while employees maintain continuity in conversations.

  • Data collection, insights, and analysis: Contact centers capture a vast amount of data from customer interactions, including feedback, preferences, and pain points. By analyzing this data, businesses gain valuable insights that inform strategic decisions, product or service improvements, and marketing campaigns – all of which drive growth. 

  • Brand reputation management: Contact centers play a crucial role in shaping brand reputation by delivering prompt, knowledgeable, and empathetic customer support. What is often overlooked is the monitoring of social platforms to capture what customers may be stating publicly, but perhaps not to an agent directly. By correlating the data from social as well as direct interactions, you get a more holistic view of your brand. And by reviewing data across all interactions, businesses can build trust, loyalty, and positive word-of-mouth, contributing to long-term success, attracting new customers, and retaining existing ones.

  • Increased sales and revenue: Contact centers are not only equipped to handle customer inquiries, but also to capitalize on opportunities. Agents have a 360-degree view of the customer they’re interacting with, including the services they have, pain points, etc. This means that they’re in a position to resolve issues and upsell or cross-sell services. In doing so, agents can generate additional revenue streams and maximize the value of customer interactions.

Thinking of your contact center as a business hub enhances your organization, from gaining a competitive edge to better serving customers and moving your overall business ahead. 

Centralizing communications and data across channels delivers meaningful customer interactions and maximizes opportunities.

Learn more about Vonage Contact Center capabilities, or speak to an expert to explore features like real-time dashboards that can help you position your contact center as the hub of your business.

Headshot of Cliff Cibelli, Sr. Product Marketing Manager
By Cliff Cibelli Senior Product Marketing Manager

Cliff has over 30 years of experience in the telecommunications field. A majority of that time was spent at MCI (Verizon), where he built their Global Bid program and developed products in their Managed Services space. He also worked in product marketing for the Verizon CX portfolio, including Genesys Cloud, Voice Security, and Global Inbound Voice. Today, Cliff plays an integral role to expand the Vonage CPaaS leadership.

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