Cloud Contact Center is a cloud-based software that acts as the intermediary between companies and their customers.
It provides seamless interaction through various communication channels like emails, text messages, calls, and social media platforms– Facebook, WhatsApp, Instagram, etc.
The benefits of Cloud Contact Centers are pulling in more and more amount of companies gradually.
A report by Markets and Markets predicts that the global market for the cloud contact centers will grow from USD 11.5 Billion in 2020 to USD 36.1 Billion by 2025, resulting in a 25.8% Compound Annual Growth Rate (CAGR) during the period.
Here are The Top 10 Benefits of Cloud Contact Centers:
1. Increases Efficiency
A Cloud contact center increases efficiency by removing the limitations of traditional centers.
It allows the manager access to a larger talent pool from different time zones and ensures more productive hours at increased cost efficiency.
Recruiting experts/suitably skilled agents to execute their tasks helps reduce time, effort, and errors and saves the company from bad customer interaction.
It provides better customer service as agents from multiple remote locations work together to create a satisfactory customer experience.
2. Reduces Cost
Cloud Contact Center reduces expenditure for the company noticeably, in caparison to on-site functioning. It saves money on:
a) Location- The expenditure on rent/acquiring is not required as all the work is done remotely.
b) Physical setup- Since everything is stored in the cloud, there is no expenditure on physical setup.
c) System maintenance- There is no physical maintenance involved in Cloud Contact Center.
d) Nightshift allowances- Remote working allows recruiting agents from different time zones saving the cost of nightshift allowances.
e) Transportation Facility- A facility is not required in case of remote working.
3. Empowers Agents
Cloud Contact Centers help empower agents through their advanced tools and features.
AI integrated chatbots, Interactive Voice Response (IVR), and Advance Call Routing methods save agents from spending their time and efforts on minor queries and issues, allowing them to focus their energy on other tasks.
On-screen availability of data like customer history, previous tickets, etc., helps them prepare for better assistance to the customer.
Moreover, in case of unexpected customer queries, they also have access to the knowledge base on their screen without putting the customer on call and increasing the average resolution time.
4. Enhances Security
Cloud-based servers are more secure than on-site servers as on-site servers do not have advanced security and can easily be breached or hacked with access to the central server.
In the case of cloud-based servers, the data is stored with a third party which is not easily accessible.
Cloud contact center service providers undergo various industrial and data-security compliances as many have access to highly confidential customer data.
The data is heavily encrypted and is only accessible to the concerned parties.
In case of disasters, or other mishaps that result in data loss, data recovery is quicker and more efficient in cloud-based contact centers resulting in reduced downtime for the company.
5. Enhances Customer Service
A study by Oxford reveals that happier employees tend to be 13% more productive. A cloud contact center helps create such an environment for the agents.
This results in better customer service as the customers are very observant of an agent’s responsiveness, availability, and overall behavior.
Good customer interaction also helps in increasing customer loyalty as they are likely to stick with a brand that prioritizes them and makes customer query resolution a hassle-free experience.
6. Omnichannel Communication
One of the most attractive benefits of the cloud contact center is its integration with different communication channels like email, text messages, calls, Facebook, WhatsApp, Instagram, and other regionally used applications.
It allows customers to contact the support team and get query resolution on their preferred mode of communication.
Moreover, the agent has access to all the previous communication with the customer so that they do not have to repeat their problems repeatedly to different agents. It also acts as a medium to expand clientele through multiple sources.
7. Real-time Analytics
Cloud Contact Center captures data in real-time, i.e., all the actions are recorded as they happen.
It helps companies keep track of live communication and customer activity to enable the agent to move forward with the interaction accordingly.
It is also used to identify Key Performance Indicators (KPIs) and take quick initiatives for issues happening in real-time.
8. Helps in Increasing the Business
The factors influencing the growth of a business are employee productivity, customer loyalty, attracting new customers, retaining old customers, etc.
Cloud contact center empowers agents and reduces their workload, which increases their productivity.
Happy agents perform their duties more amiably, resulting in a good customer experience and a satisfied customer.
Such efficiency in customer service increases customer loyalty and assists in retaining existing customers as well as attracting new ones. Thus, resulting in a gradual growth of the business.
9. Quick Deployment and Upgradation
Unlike a traditional contact center system which involves a lot of investment of time and money into infrastructure and physical setup for deployment, a cloud contact center can be deployed easily and becomes operatable quickly.
It does not involve visiting the location or setting up the system physically. It can be easily set up through cloud systems without causing any delays in starting the operations.
Even upgrading the system is a hassle-free process that can be executed remotely in a limited time. Companies also get the option to get a trial of the upgraded version before deciding to purchase it.
10. Selective Pricing
Cloud contact center providers offer their features in bundles.
A bundle is a combination of services and features optimally used for the best customer experience. Two of the most common pricing models are-
a) Basic- It includes those features necessary for a cloud contact center system to work.
b) Premium- It includes an upgraded version of the features along with some additional services for better customer service.
Selective Pricing provides customers the option to pay for what they use. Some providers even offer customized Pricing with specific features tailored to a company’s requirements.
Also Read – Virtual Call Center: 5 Tips to Manage Remote Agents
Wrapping Up:
If these benefits have influenced your decision and you want to explore the functioning of contact call centers, Contact Us! Ameyo is a feature-rich cloud service provider.
Our experts can resolve all your queries and concerns. You can even schedule a demo to get an in-depth understanding of how cloud-based systems work.
