Omni-Channel Customer Engagement Article

Contact Centers Perform Better with Cloud Technology

February 04, 2016

Customers today are understandably more tech-savvy, and paired with higher expectations, contact centers are realizing that in an effort to be the all-out customer experience hub, their contact center technologies must evolve to meet the increasing demands of their educated customer base. It’s because of this cloud technology is increasingly becoming the hub of contact centers.

Contact center and customer experience experts over at Aspect (News - Alert) delve into the subject of cloud contact center technology and why it’s a key aspect of customer interactions. Current research estimates that cloud contact centers will be worth quite a bit; Research and Markets predicts that valuation will be $14.71 billion by 2020.

So, why all this fuss about the cloud for customer interactions?

The primary advantage of cloud-based contact centers is that it enables companies, businesses and other organizations to reduce spending and save money by minimizing inherent IT and support costs. Migrating to a cloud-based contact center is relatively cheaper and provides all-in-one solutions that can include essential software such as IVR, IP-PBX (News - Alert), ACD, call recording and monitoring, workforce management, performance management, outbound messaging and delivery of reporting to management – all in one highly integrated fashion.  

Maintenance serves as the number one cost of the traditional contact center. Most managers will soon see that their yearly budgets are eaten up by this line item, however a cloud call center setup eliminates the need for maintenance, thereby putting the revenue where it belongs – back to the business.

Scalability and flexibility are two inherent advantages of cloud-based call center systems, which include the ability to add or remove agent seats as well as the ability to enable or disable certain applications or its features within mere seconds.

No matter what your business does, voice communication is a critical element of success. Your employees need a secure way to communicate with customers, contact prospective clients and conduct business. Moving towards a cloud-based system can provide a number of important competitive advantages for your firm, like easily connecting remote offices together. Callers can remember one number but be directed to employees around the world without any extra effort.

With all of these options, it makes sense for businesses to ditch the legacy telephony system and invest in a solid, stable and cost-effective cloud-based phone system that uses the most cutting edge technologies available, most especially in the contact center.

Along with no up-front capital investment, it's clear why so many executives are looking to cloud solutions for their contact center needs

Edited by Maurice Nagle