Eight Reasons Your Contact Center Should Be In The Cloud
There’s a very simple reason Forbes projects the global cloud services market to eclipse $383 billion by 2020. Cloud-based services work really well and the businesses deploying them save time and money. Cloud-based solutions check off all the major boxes—they scale infinitely and can be deployed with virtually no operational downtime.
Cloud computing is the wheel many companies try to reinvent on a daily basis. But those companies are quickly becoming the exceptions and not the rule.
With the promise of greater scalability, improved productivity, and lower costs, cloud solutions are an ideal choice for businesses looking to optimize how they communicate with new and existing customers, take payments and safely store information, as well as track and improve the effectiveness of staff.
You may have a long list of reasons to keep doing business as usual. But while you’ve been busy swapping out hard drives, juggling vendors and upgrading software, innovative tech companies have been creating solutions to the problems your business faces every day.
Here are eight major benefits to moving your business communication, payment information, and data analytics to the cloud.
No. 1: Fast Onboarding with little or no downtime
Cloud-based technology is engineered to alleviate the two biggest fears businesses have about system-wide upgrades—downtime and start-up expense. Gone are the days your entire business rides on whether or not your IT department supervisor really understands the 600-page installation manual he or she pulled from the bottom of the box. When you move to the cloud, there is no hardware to install and maintain and usually very little desktop software to install. That’s all replaced with an internet browser, username and password.
Integration is as easy as transferring information over, or in most cases, pointing your CRM to an already established programming interface (API).
No. 2: Out-of-the-Box Innovation Meets Customization
While cloud solutions are easy to set up and use immediately, they also are much more than a rigid template. Terminology might change from one company or industry to the next, but chances are there are not a lot of features and solutions you use that haven’t already been done—and probably done better—by someone else.
In a cloud environment, you benefit from a global knowledgebase that look at problems from the business and consumer’s perspective.
Contact Centers, for example, are used in a wide variety of industries. However, at the root, they all essentially do the same types of things—make and receive phone calls, take payments, answer questions and solve problems. Cloud-based software automates repetitive tasks, puts all the relevant call and payment information at the agent’s fingertips, and tracks and stores every second of the conversation for training purposes.
No. 3: The Ability to Go “Virtual”
Cloud solutions also enable greater flexibility in staffing. With a computer, internet connection and authenticated login credentials, your agents can work anytime, from anywhere in the world and for as many hours as are needed. Your virtual contact center could consist of staff working across multiple contact centers or agents working from home. With cloud-based technology, there is no IT infrastructure to set up and maintain and every agent’s activity can be monitored down to the second.
This “on demand” workforce provides your consumers with the 24/7 customer service access they want, your business with greater flexibility and maximum productivity, and your staff with flexible working conditions—all within one business solution.
No. 4: Improved efficiency and effectiveness
Along with the increased flexibility in working conditions, cloud-based solutions make agents incredibly efficient—and since every call can be monitored and used for training opportunities—more effective. How? An intuitive interface empowers them to handle customer information across multiple channels and helps them resolve cases quicker and with greater customer satisfaction.
For the business, an Interactive Voice Response (IVR) system can save time by directing the right calls to the right agent—lessening the amount of time the agent and the customer spend on the phone. The customer is spared the annoyance of having to provide the same information to multiple agents.
No. 5: Greater scalability
We’re living in an on-demand world and this world simply couldn’t exist without cloud computing. Just as many consumers are cutting the cord on cable and turning to services like Netflix and Hulu, companies are looking to only pay for the specific business services they need and use.
The on-demand nature of cloud solutions puts assets at a company’s fingertips based on their unique business profile. Whether those needs are seasonal (think Christmas) or tied to some other spike in traffic (a new product line or marketing campaign), additional agents may be added as needed to keep up with demand. Having this kind of workforce flexibility is one of the greatest benefits of switching to a cloud-based solution.
No. 6: Reduced Costs
Cloud solutions are extremely cost-efficient, as they significantly reduce the upfront expense historically associated with an upgrade in technology. Not only are businesses leasing software instead of buying it, many are only paying for the time they are actually using that technology. That means operation costs move up and down with your revenue. This pay-as-you go model allows businesses the flexibility to implement a new system immediately, regardless of the time of year or revenue trends.
No. 7: Enhanced Security
Cloud solutions can provide a level of security very difficult to attain on your own. This benefit is particularly relevant for businesses that take credit card payments, store private information, and the legal and medical fields in general.
Not only is a cloud-based solution more secure, it can also be a huge money saver. This is done by storing sensitive data in a private cloud and less sensitive information in a public, less expensive location.
Finally, for obvious reasons during a natural disaster, having your company’s data and the tools necessary for day-to-day operations stored offsite is a no-brainer. Even in the case of a complete loss of physical property, core business operations can continue with only a mobile phone if needed.
No. 8: Superior Customer Experiences
How many times have you called a business with an urgent need only to reach an after-hours recording? Or, how often have you wanted to get a simple question answered or pay a bill and not been able to? When companies are able to staff trained, efficient agents around the world 24/7, customers take notice and gain trust in that company’s brand.
Cloud-based business solutions are the rare win-win for businesses and consumers. They create better, more effective agents and satisfied customers who become loyal followers of your brand and repeat purchasers of your product or services.
Is It Right For You?
How do you know if your company would benefit from a cloud contact center? Do you have customers who contact you or who you wish to contact by phone, mail or email? Do you invoice or take payments and want that collection process to be more efficient?
To deliver the very best in customer service, learn about Intelligent Contacts, a global leader in cloud-based contact center software solutions and unified consumer interaction.