Cloud adoption for contact centers has been on the rise in the last few years. It was further accelerated by the COVID-19 pandemic when contact centers were forced to work remotely. However, the good news is that many businesses are looking at cloud-based contact centers as a long-term model due to their many benefits.
“61% of businesses say that they’re planning on moving their contact center to the cloud.”
According to Dimension Data, 61 percent of businesses say that they’re planning on moving their contact center to the cloud and this number is expected to increase post-COVID. From huge savings on upfront investments in technology and infrastructure to eliminating frequent maintenance expenses, cloud-based contact centers offer numerous business benefits.
Benefits of Migrating to a Cloud Contact Center
1. Cloud Computing is Flexible
One of the biggest reasons why businesses like to opt for cloud contact center software is the flexibility and scalability that it offers. No matter if you are a startup, mid-sized company, or a big enterprise, a cloud-based solution allows you to change with the changing demands. For instance, during the peak season, you might hire seasonal agents and thus, need additional licenses. However, once the season is over, you might need to reduce the agent licenses – which can practically be done with one-click. Unlike in an on-premise solution where you might need to jump some hoops to turn it around in time.
Additionally, with a cloud contact center, you can easily add new communication channels – thanks to APIs that help with faster integration and addition of new communication channels such as live chat, social media, WhatsApp, video, SMS, etc with no fuss.
2. Faster Deployment and Implementation
With cloud-based contact center software, you need not worry about heavy infrastructure, purchasing/leasing land to put your servers, etc – your agents just need a laptop and stable internet connection and you are good to go.
With each business having unique requirements, with the right cloud contact center vendor by your side, you can choose the best deployment option (cloud-based or hybrid) depending on your needs and goals.
3. Business Continuity with Disaster Management
If the past year has taught us anything then it is that life is unpredictable – anything can happen anytime. Businesses that never thought of working from home had to quickly make the transition. Cloud contact center solutions take that burden off your shoulders.
You can maintain business continuity in case of extreme weather conditions and natural calamities with no to minimal downtime. This is particularly useful for SMEs that lack the required capital and expertise to manage everything on-site. While you get to ensure a consistent customer experience.
4. Reduce Operational Costs & Improve ROI
Return on investment is one of the main goals of any profit-seeking business. And cloud computing is just up that ally as it allows you to significantly cut down the huge expenditure on hardware and other infrastructural spendings. Also, you only pay for what you use – that’s the beauty of a subscription model.
Compared to a traditional legacy contact center, the cloud contact center is not only more cost-effective in the short-term but also reduces operational costs in the long-term. Thus, making it a profitable bet.
5. Faster Implementation of New Features & Updates
The benefit of migrating to the cloud is the updates. Unlike the on-premise system where you have to wait for server updates, in a cloud setup, the moment your cloud vendor comes up with any new features or upgrades, your systems will automatically be updated based on your plan. Besides, in a multi-tenant environment, whenever the hosted vendor upgrades the platform it is applicable to all, usually without any additional costs.
6. Real-time Data Visibility
One of the biggest challenges of agents working from different locations is to track their performance. However, with advanced contact center reporting and analytics tools, your supervisor can monitor the customer interaction quality by snooping, barging, or whispering on a live call to assist the agents and evaluate their performance.
Similarly, the live dashboards allow the supervisors to monitor real-time call center metrics such as the call volume, the number of available agents, customers in the queue, average call duration, etc to draw actionable insights. Combined with live dashboards and contact center reports, the supervisors and managers are armed with all the relevant information to make effective decisions even with virtual agents.
7. Multi-level Data Security
Data security is one of the biggest concerns for any business and that has often been cited as one of the reasons for going with an on-premise solution. However, according to Aberdeen, 70% of cloud contact center users cite security and compliance as a reason to invest in cloud technology, showing that there has been a shift.
“83% of IT leaders say they trust cloud security more than ever.”
A PCI-DSS Compliant cloud vendor with ISO 27001 and ISO/IEC 27018 certifications offers an array of comprehensive security measures such as enabling CAPTCHA, AES 256 based data encryption, DTMF tone masking, number masking, strict password policies, session security configuration, inactivity timeout configuration, etc to maintain data integrity while complying with regulatory requirements.
In this article, I have talked about some of the benefits of moving to a cloud contact center setup and they sure are great incentives to make the move. And there are bound to be many more based on your business needs. However, it is important to evaluate the right cloud contact center provider that will help you set up a reliable, stable, and growth-oriented solution.