3 min read
9 Benefits of Moving Your Contact Center to Cloud
The most successful businesses continuously find ways to deliver excellent customer service and meet customer needs. One of these ways is to move to cloud contact centers to better engage their customers and swiftly respond to changing customer and agent needs.
If you haven’t already transitioned, here are nine benefits you’ll enjoy once you move your contact center to the Cloud.
1. Easy deployment and implementation
Moving to the Cloud allows for easy implementation as it eliminates the need to set up and manage any on-premise equipment. Cloud contact centers also enable rapid deployment of new services and features. Their unified interfaces make it easy for your employees to get up to speed quickly.
A cloud-based contact center also enhances call management for agents with self-service options for customers. This way, businesses have more time to deploy new services to outsmart their competition.
2. Lower cost
Cloud contact centers cost less than on-premise contact centers. This is because On-premise requires investments in hardware. On the other hand, Cloud contact providers host and manage the infrastructure, thereby eliminating overhead costs.
As opposed to overpaying for on-premises solutions that are pre-built for maximum capacity, cloud contact centers offer flexible billing that allows you to pay based on actual use. Depending on the structure of your organization, you can have flexible billing that fits your business.
3. Better uptime
Cloud contact centers offer better uptimes and can guarantee up to 99.999% uptime. High levels of uptime help contact centers provide reliable customer service and always be available to attend to customers’ needs.
With a cloud contact center, you don’t need to worry that the software will shut down and leave you and your clients frustrated. Cloud-based platforms have triple redundancy, multiple backups, and store data in separate locations.
4. Flexibility and scalability
To scale up, on-premises contact centers require additional hardware as they are usually pre-built for a set number of agents. Cloud contact centers, however, are simple and cost-effective to scale. Scaling up or down is as seamless as updating your number of agent seats on the platform in a few clicks.
Moving your contact center to cloud also allows for flexibility. With unique Cloud features, agents can log in from any device, regardless of location. Cloud-based contact centers also integrate with your CRM applications so employees can access everything they need in a single place.
5. Greater security
With a premises-based contact center, businesses usually handle their data protection, policies, and security protocols internally. Cloud contact centers offer greater security as all your call data and other business information are stored in the Cloud. They also have the flexibility to adapt to new regulatory changes to meet emerging compliance requirements.
6. Improve customer experience
Customers today want to be able to connect with businesses on their preferred channels. They might prefer a phone call, SMS, or chat on your social platforms. Moving your contact center to cloud with omnichannel options helps to improve customer experience making it easy for customers to contact you.
Cloud center call analytics also improve customer experience by providing insights that help agents better understand customers. This makes communication efficient and ultimately boosts customers’ satisfaction.
7. Improve agent experience
Cloud contact centers allow employees to work anywhere and makes managing remote workforce easier. They ensure that the contact center is always adequately staffed, and support work-life balance helping agents get the shift they want. This makes the agent experience better ultimately leading to improved customer service.
Cloud contact center solutions allow your business to expand the remote workforce to support more employees and access a better talent pool as call volume increases.
8. Data visibility
Contact centers have increased data visibility and can make customizations in real-time by moving to the Cloud. In addition, cloud contact centers provide visibility into the customer journey by collecting data across channels, from chatbot interactions to call transcripts.
The insights from collected data and analytics can help marketing and product development teams continuously customize and improve the customer experience. Contact centers can improve their offerings with increased visibility into customer pain points, reviews, and commonly asked questions.
9. Continuous innovation
Cloud-based contact center providers constantly innovate and provide automatic access to regular software updates and new features. They provide flexible features and can upgrade to support \thousands of call agents.
Not only do cloud-based contact centers add new services and features from time to time, but their unified interfaces make it easy for agents to get up to speed quickly. Also, as earlier mentioned, you only get to pay for the volume and features used each month.
Move your contact center to cloud and harness its benefits today
Moving your contact center to the Cloud brings several benefits, including scalability and flexibility, outsourced maintenance and lower cost, improved customer service experience, and access to advanced, modern features. Cloud solutions also help you better manage your remote teams. Make your switch today and start reaping the benefits of a cloud contact center.
As a leading expert in digital marketing, integrated campaigns and marketing strategies, Tim has led award-winning marketing communications teams for several communications companies. In addition to serving as the Director of Marketing for ULTATEL, he is also the Kansas City president for the American Marketing Association.