Why use a managed service for your contact center

Why use a managed service for your contact center
The customer service landscape is undergoing an evolution. In a 2018 poll of about 302 contact centers, Aberdeen found that 36% of them used cloud technology. This included everything from their data storage to the software used for their contact center operations. This statistic has only grown since then, with much of them turning to the conveniences of employing a managed service provider (MSP).
Strictly speaking, managed service providers have been around since the early 2000s. Prior to the Covid-19 Pandemic, however, market penetration for hosted services was quite low. But the work from home orders that came with the lockdowns forced companies to adapt, and thus led to where we are now.
But why use a managed service provider like Nautilus to run your contact center operations today? And how does it elevate your experience as a contact center? This article is dedicated to finding out just that, and to help you make a decision if you should try it out for your business.

The same contact center, but with less worries and more capabilities

Nautilus takes great pride in being an MSP. Our team of skilled and very dedicated developers can expertly build complex phone systems for enterprises and SMBs. We offer the standard telephony features contact centers have relied on throughout the years:
  • Strong and reliable call quality- as a software-based phone system, call quality is reliant on internet connection. From an MSPs end, our employment of the best data centers ensure that call quality is consistent and uptime is optimal.
  • Intuitive Calling Features - This includes the traditional PBX features users have come to expect like call routing, call queueing, and call forwarding. And many more.
  • Customizable IVR - We can create a custom call flow to accurately route calls, while also incorporating time conditions and contextual IVR messages.
  • Scalability - Since MSPs run and maintain operations remotely, we can add extensions quite easily to parallel our customers’ growth and expansion.
  • Analytics - By utilizing the latest in cloud pbx technology, we provide accurate and contextual analytics for customers. They can utilize these to make data-driven decisions and optimize their operations.

Empowering contact centers to grow

All the features that a managed contact center provides equal measurable growth. Aside from the peace of mind that comes with handing over an important responsibility like IT management, they also get the following:
  • Cost-savings - When you hire an MSP, you don’t just get a capable contact center solution. You also get an entire organization to work for you, ensuring our growth. It’s like having your own IT team to manage your call center services for you! This saves a business overhead costs like staffing, infrastructure management, and hardware maintenance.
  • Round-the-clock Support - Speaking on behalf of Nautilus, I can definitely say that our support structure is our best feature. We maintain a high service level agreement (SLA) that promises 24/7 support.
  • A wealth of experience - Our team of developers have years of accumulated experience that we wholeheartedly offer. We provide industry-backed suggestions and best customer service practices to help businesses shine.

Leveraged Expertise and Better Business Focus

When a business employs an MSP, they basically hand over the responsibility of maintaining their call center operations. This starts from setup, maintenance, and monitoring of lines. This leaves businesses to focus on more immediate operational factors that need their attention, like agent management, coaching, etc. Eliminating complexities in one department by handing it off to a service provider is a great investment all around.
Moreover, I believe there’s a direct line between managed service and business resilience. Hear me out.
Ben Lim, the Director of Operations at Challenger, has this to say:
“Nautilus was able to provide us with a comprehensive solution to engage with our customer be it either post or pre-sales service. Nautilus has a great support team in supporting us whenever we encounter any technical issue”.
At Nautilus, we take great pride in having helped companies who are new to their cloud journey, or are farther along than the competition. And with cloud journey we mean from start to finish! Since our humble beginnings in the cloud contact center sphere, we have assisted major brands in Singapore and Malaysia including NTUC Fairprice, GetGo, Certis Cisco, and DHL to name a few.

Managed service providers are committed to your success

II believe a successful tech relationship is one that encourages growth through ceaseless support. And Nautilus is a shining example of that. In our years in the industry, we have helped elevate the business communications of various enterprises. Linda Lim, the Senior Manager for Doctor Anywhere’s Contact Center operations has this to say:
“From ensuring that our team migrates seamlessly from our previous cloud phone provider, to providing comprehensive platform support, the Nautilus team has shown their commitment to delivering not just a service but an experience that helps our agents excel at their roles.”
To stay ahead of the competition today, businesses must maintain operational efficiency. In fact, ESG (Enterprise Strategy Group) reports that it is the primary goal for most enterprises’ digital transformation initiatives today. Leveraging your contact center solution is not only the economical choice, but the one that looks to be the most promising for your business.
By choosing a managed service provider to host your contact center operations, you’re not only leveraging the technology, but also their experience. In fact, we’re so involved in our clients’ cloud journeys that we have a dedicated project manager to oversee the whole process. This helps you navigate the technical complexities while ensuring the most optimal setup for your contact center.
Are you ready to start your cloud transformation? If you are, shoot us a message!

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