Cloud Contact Center ‘clouding’ over traditional contact centers
Technology advancements along with business environmental drivers are shaping up the market significantly for cloud based contact center. There has been a recessionary boost where the managers going through highly constrained budgets, tried and tested the complementary/ auxiliary cloud solutions to start with along with their legacy applications. However, with increased confidence on the cloud with their experience, the managers foresee realizable business benefits outweighing perceived challenges. The cloud contact software providers have reached maturity in terms of the solution applicability to customer’s generic and unique business needs. This has definitely boosted the confidence among the buyers for CCaaS.
The numbers say it all. Gartner report shows that by 2016 the cloud contact center market is going to loosely touch USD 1 billion with around 8,00,000 agents working on cloud. The popularity of next generation cloud contact center is based on the advantages intrinsic to the cloud and associated technologies.
Figure 1- Projected Agent Number and Market Size Growth for CCAAS market
Values intrinsic to a “cloud” contact center
Money saved is money earned
Cloud Contact center can be serious bet for you if you are looking to make investment on your upcoming contact center or if you looking to upscale your existing contact center. Cloud contact center helps you cut expenditure on upfront costs, hardware expenses or software upgrades. “Pay as you go” model helps you shift your CAPEX and OPEX to OPEX only with the cloud.
According to 2013 research by Aberdeen Group, deployment of cloud contact centers results in 27 percent less expenditure on annual contact center costs ($112.5 million versus $155 million) than the premise based (Average size of contact centers in the Aberdeen study is 252 seats).
Cloud Contact Center helps you in rapid deployment. You just need to select the best suited package, check mark required features and make payment. In just few hours not even days, the agent and supervisor USERS are created and the system is up and running. Cloud based instinctive agent and supervisor desktop further reduces training needs. The agents and supervisors quickly hit the ground running in hours after brief trainings.
There is no burden of managing the system and infrastructure as in case of “premise” based contact center.
As customer preferences continue to evolve and your business needs tend to change over time, you would look for value added features on the fly to keep up with the pace. Cloud contact center gives you the flexibility to add features as per your short term and long term business needs.
Thinking about remote agents?
You might want to use agents across any of your new upcoming remote contact center location or you are looking at the option of Home Agents. Cloud Contact Center which essentially runs on the web platform just requires you to add USER ACCOUNTS and provide internet connection at your agent’s site to plug-in them into your contact center “cloud”.
Be dynamic as your business is!
Business environment is dynamic like never before. You need to optimize your operations based on the business demand by maintaining the workforce. Cloud Contact Center provides you the flexibility to upscale and down-scale the agents based on the demand which is not possible in case of a premise based set up where the agent can be scaled up to certain extent based on your configuration but agents can’t be scaled down. Cloud contact center provides you the flexibility to taper the agents’ costs on the run while providing you the bandwidth to scale up as per your increased business demand in future.
Build upon your existing systems & infra
Cloud contact center offers you the options to integrate with other existing systems as per your unique business requirements. You might have already invested in your CRM systems, Databases, Applications (billing system, purchase order management, business reporting, analytics) and you would be happy to know that it’s quick, easy and inexpensive task to integrate systems with cloud contact center and share data for the seamless and highly productive business operations.
Happy Agent First 🙂
System upgrades, failures, or administrative tasks can actually de-motivate your agents and make them unproductive. According to Aberdeen Group, cloud contact centers experience less downtime (2.4 hours versus 3.7 hours per year) than companies using premise based set up. Downtime will vary as per industry and hence revenue will be tapered based on impacted direct and indirect customer support. Cloud based systems help you in increasing the productivity of your agents by maximizing their time with the customers.
Agent’s flexibility to respond on the multi channel environment will drive a greater satisfaction from the job well done. Overall, there is high potential for improving the agent experience drastically over cloud embracing the mobility, analytics, social media, gamification technologies. This explains why customer contact abandon rate for cloud contact centers is 4.5 percent versus 6.2 percent for premise-based systems, according to Aberdeen Group. This results in improved response to customers helping generate lower customer churn, higher customer satisfaction, and increased revenue.
Improve Disaster Recovery
SMBs lack the resources and expertise to maintain a comprehensive disaster recovery plan. Secondly, implementing and maintaining in-house disaster recovery and security technologies can be financial and auxiliary burden on your management distracting it from your core business activities. The losses from unexpected disasters can amount from thousands to millions of dollars loss for your business depending on the type of disaster and the size of your business. One of the USPs of a Cloud Contact Center is to provide the seamless running of your business operations, offering 100% uptime SLA. Secondly, cloud backup and disaster recovery layer can also be provided at the vendor’s end.