Contact centres are one of the most popular ways that businesses can remain in contact with their customers. They assist in the delivery of information about products and services and also allow businesses to gather customer feedback.

There are however certain limits that call centers are unable to overcome. These include high expenses as well as other problems with the current call centre system integration, specifically that they are equipped with dedicated infrastructure and equipment. This is why some companies are shifting their operations to the cloud which is a contemporary solution to the problems of managing a traditional call centre.

There are many reasons to use a cloud based call center:

The present day operation of a call center as a service (CCaaS) service provider to other businesses requires a new approach to managing changing customer behavior. One approach to handle this is to move towards the cloud. Although every business might not require the cloud, there’s convincing reasons for why this choice might be an option for certain companies.

1. Improved CX

Technology can be the difference between a good or bad customers’ experiences (CX). Cloud-based technologies mean employees can concentrate on what is the most important: providing outstanding customer service. This is because cloud-based technology offers features like the following:

Advanced reporting

Agents might have to switch between multiple applications to gain access to customer data. This is not only lengthy, but it can cause a customer to be a bit solitary as they are required to answer questions on a regular basis. This is an important aspect that companies must consider since a quick and effective accessibility to data is a great indicator that businesses value the human touch and the connectivity.

With a cloud-based contact center companies are able to access information on call duration, statistics and customer data all at once. Agents can follow the customer’s journey and reduce the necessity of repeating their questions between agents. They can use reports available to anticipate issues and offer solution from that.

Agents with better equipment

In the past an article appeared in Forbes suggested that the present call center industry was an unfinished business waiting to be rediscovered. The article cited the ability AI (AI) to offer human-like interaction as the main reason why this could occur.

The present scenario isn’t that much different from what the article had predicted. But, despite the potential of AI companies that run call centres have some issues with the way they run their operations. This is in part due to the emergence of web-based platforms with powerful capabilities which can handle full operations, while enhancing how small and large businesses operate.

One area in which its impact can be observed is the customer experience. Cloud-based call centre technology enhances customer satisfaction because it is able to analyze and collect data on customer interactions via the internet-connected channels. It is able to use an universal queue’s help system that will route customer concerns to the best agents for their issues. This not only reduces the time spent handling calls however, it also helps build confidence and trust among customers.

2. Convenience

Utilizing cloud-based technology provides businesses with the capability to access their systems at any time in the world as long as they have internet connection. This ease of access is a major benefit for any business that has employees that are traveling or working at home. This also gives businesses the opportunity to expand their business to international areas. This is because the technology is accessible on the internet instead of located on the premises of businesses.

3. Scalability

Specific scenarios can put pressure on existing call centre technology. For instance, a contact center that is catering to the travel industry is subject to a significant number of emails and calls during the holiday or summer times, which isn’t necessarily the case at other times during the rest of the year. Businesses may also expand rapidly due to the increasing client base. These circumstances test the business technological capacity and determine if cloud-based platforms can perform better.

Contrary to traditional call center technological solutions, cloud-based solution minimizes the need for expensive and time-consuming license software installation which may be required in an expansion of a business. It also helps eliminate the lengthy deployment time of additional hardware needed for calling chat, emailing, or calling customers in peak season. Cloud computing also allows businesses to remove and add users swiftly, based on the demands for services. This is all possible due to the fact that cloud-based businesses have more servers that can handle different IT systems for businesses more quickly than the on-site internal storage.

4. Cost-efficient

Cloud-based call centre providers provides a lower initial cost than traditional call centre solutions. This is because traditional call centers require costly system equipment, expensive licences for upgrades and also labour expenses for installing, fixing and replacing them as required.
However cloud-based solutions require lower initial capital expenditure and operational expenses because they are hosted by a third party provider over the internet. They don’t need to buy infrastructures such as communication servers, such as Private Branch Exchange (PBX) or Internet Protocol PBX (IP-PBX). This means that companies can begin and run an automated call center without an excessive amount of money.

Conclusion

Transferring contact centre operations to cloud-based operations can have many advantages for companies of all sizes. If the goal is to expand internationally and reduce costs or increase customer satisfaction it could be one of the most efficient solutions to cater to your customers’ ever-changing demands.