Omni-Channel Customer Engagement Article

Why Cloud-Based Customer Care Software is the Future

January 27, 2016

When customer service is expected to be the number one differentiator in the coming decade, according to a recent Walker Research study, it is surprising that only 18 percent of contact centers currently have their service channels fully integrated with the cloud.

This is surprising because the cloud-based software is both a natural fit for the contact center and one of the best ways to improve customer service.

The cloud helps make omni-channel communications far easier, as it is able to easily connect various communications platforms and integrate easily with self-service customer service options.

With roughly 77 percent of customer between the ages of 18-24 privileging businesses that support multiple customer service channels, according to a recent Aspect (News - Alert) Software blog post, The Real Impact of a Cloud Contact Center, this support for omni-channel is important.

The cloud also helps with scalability, which is important for having the right level of staffing as support needs change. With cloud-based software, contact centers can scale staffing easily by adding or reducing seats as needed.

The cloud brings flexibility to the contact center, too. Technology is changing fast, and cloud-based software more easily and quickly can adjust to changing technological needs. As new channels must be brought online, cloud solutions can allow contact centers to quickly adapt to these changing conditions.

Increasingly, connecting with other systems also is important—sharing data not only with CRM and ERP systems, but also with data outside of the company. Cloud solutions, through APIs, can more easily integrate this real-time data.

As the Aspect Software blog post noted, “for organizations seeking to make their contact center customer experience stand out from the competition, it is important to stay ahead of the curve by considering the role that the cloud can play in delivering an exceptional customer experience.”

This is why MarketsandMarkets Research forecasts that the cloud-based contact center market is expected to grow from $4.15 billion in 2015 to $10.9 billion by 2019.

Many contact centers may not be fully utilizing cloud software today. But they will be soon.

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