There have been strident advancements in cloud computing. One sector that has embraced this cutting edge technology is call centers. There has been a marked increase in the number of contact centers shifting to the cloud and engaging in continued contact center optimization to maximise the clear advantages they have over the conventional premises based contact centers.
Check out these top 5 benefits of cloud contact centers your brand should consider.
1. Speed of implementation and adaptability to customization
Setting up a call center involves time, effort and money, and requires months of planning and implementation. Any change – structural, technological, human resources etc. – are time consuming.
This is where cloud contact centers reporting and analytics become relevant with much faster timelines to get started and short the gestation period. Customization too is easier and can reduce downtimes and support business continuity. Periodic updates, enhancements and new features can get implemented more smoothly and effectively.
2. Cost effective
Cloud technology can be the perfect cost effective solution to establish and run a cloud contact center while retaining the efficacy of a conventional one. There are savings on both upfront and ongoing running costs.
Furthermore, it helps to reduce the salary burden of large IT support staff teams and costs related to hardware monitoring and maintenance. The benefits of contact center optimization extend to increased productivity of the teams and the low cost of scaling down operations.
3. Operational ease
Cloud contact centers, with their remote management and staffing, simplifies operations at all levels. Staffing at multiple locations means a wider range of demographics of agents and a more robust availability of personnel. Creative staffing solutions like home shoring combined with a common knowledge base and agent-tracking software makes supervision easy.
With all information stored on cloud and available on demand, it is easier for managers to track deviations from plan and have access to a wider and more powerful MISes and reports. Standardization across teams becomes easier and real time data and information exchange stabilizes supervision and control.
4. Heightened security and compliance
Cloud contact centers can offer options from private and public clouds depending on data sensitivity. If events that invoke a business continuity plan occur, outages can be minimized and downtimes controlled. With a scattered agent team and monitored use of mobile phones in extreme situations, customer impact can be minimal too.
With a cloud contact center, a centralized system can be entrusted with functions like call recording, retention and purging.
5. Easier to adapt and scale
Cloud based solutions score high on adaptability with their flexibility and speed of taking on newer technological innovations. They can adopt the latest, cutting edge contact center software that supports real time collaboration using different APIs and electronic data centers. Multi channel client interface and support is possible with solutions like chatbots and social platforms.
Cloud contact centers also are more scalable with the ease of adding more infrastructure or human resources with its remote advantage.
With the growth in cloud computing, it’s likely that most companies will be making the switch from on-premise contact centers to cloud-based contact centers in the coming years.
