In the world of contact centers, great emphasis is placed on operational and agent efficiency. How can staff work smarter and faster? How can more customer queries be resolved in a shorter amount of time? And how can it all be achieved with less headcount?

The answer to many of these questions is an omnichannel cloud contact center solution. But what is it that makes an omnichannel cloud contact center more efficient in delivering customer service? We’ve identified four key features that help explain why virtual contact center solutions help reduce costs, increase agent efficiency, save time and improve customer satisfaction. 

1. Omnichannel customer engagement

By expanding beyond voice to include social media, messaging apps, and SMS, omnichannel contact centers give customers the convenience they’re looking for. Digital customer service channels cost less and allow agents the ability to handle multiple customer conversations at once. With the benefit of automated response snippets and idle messaging templates, agents can easily start conversations and keep customers engaged during busy times. 

The benefit of omnichannel customer engagement… a single agent can manage multiple customer conversations at once, saving costs and headcount. Average speed of answer (ASA) improves with workflow automations and customer satisfaction scores increase by delivering service to customers in their preferred channel. 

2. Intelligent routing

Intelligent skills-based routing and automated workflows ensure that every conversation reaches the right agent as quickly as possible. Customer needs are assessed, elevating priority customers to the front of the queue, and directing all conversations to the most qualified agent to resolve the query. A great example is natural language detection, identifying the customer’s preferred language and pushing them to an agent fluent in that dialect. 

The benefit of intelligent routing… the customer doesn’t spend hours navigating endless IVR menus. They quickly reach the right agent with the skills to address their needs. From an operational perspective, this results in better agent efficiency (as the right agent is looking after the right job) and improved First Contact Resolution (FCR). 

3. Single unified inbox

Traditional contact centers are renowned for their legacy systems and patchwork of software solutions. With an omnichannel cloud contact center platform, agents can streamline their operations and work seamlessly from one single interface. From voice to digital messaging, social media and even email, every single customer conversation can be managed via one inbox.

The benefit of a single unified inbox… agent efficiency and cost. With a consolidated tech platform, costs are reduced and agent onboarding and training is much faster. Average Handle Time (AHT) improves as agents no longer need to switch between disparate systems and After Call Work Time (ACW) is also improved as agents simply make all notes and follow up action items within the one platform.  

4. CRM integration

Integration with existing CRM systems allows agents to make contextual, well-informed decisions based on the customer’s data. This might include previous conversations, browsing insights, purchase history, membership and contact details, and customer preferences. In addition to having real-time access to this information, agents can also push notes back to the CRM, building an even richer customer profile for future interactions. 

The benefit of CRM integration… no more frustration for the customer when they get asked the same question for the fifth time. Instead, agents can get on with solving the customer issue, increasing the Average Handle Time (AHT) and ultimately improving Customer Satisfaction scores.


For IT Managers looking to consolidate technology platforms, and for Contact Center Managers who are tired of the daily cost battle, an omnichannel cloud contact center solution might be the answer you’re looking for. By increasing agent productivity, contact centers can reduce costs and deliver an even more impressive customer experience.

Considering a cloud contact center solution for your business? Learn how Local Measure Engage for Amazon Connect can help.