5 advantages of having a cloud based contact centre
A cloud based contact centre delivers contact centre functionalities via the Internet from infrastructures owned by a service provider. A cloud customer service solution offers the ability to use different channels including voice, email, chat, social media and mobile applications to interact with service agents. Unlike hosted contact centre solutions, a virtual contact centre offers scalability and ease of increasing capacity to meet demands. Advantages of moving your contact centre to the cloud include the following.
1. Cost advantages of moving your contact centre to the cloud
When you move to a cloud call centre, your business will save money. Unlike on-premise contact centres your agents only need to have a computer, headset and access to the Internet. Say goodbye to the expense of out-dated proprietary on-premise platforms, hardware and software upgrades. With a virtual contact centre, your provider takes care of all of this for you. Another cost advantage is that your agents can work remotely or from home if they have an Internet connection.
Some of the biggest savings result from the supplier providing and managing the equipment including:
And when your business moves to the cloud, you won’t need to invest a lot of capital for licensing agreements. Cloud contact centres deliver cost savings with cost effective, flexible licensing agreements.
2. A cloud contact centre improves your customer experience
When your company has a cloud based call centre, your customers can choose how they want to communicate with you. From voice to email or chat and social media, all previous customer interactions can be tracked across every channel for efficiency, customer satisfaction and advisor job satisfaction.
Moving to the cloud also helps businesses improve their customer centric focus while delivering an improved customer service experience. Live call monitoring ensures your Call Centre Managers can listen to calls in progress to give them insights into how your agents are communicating with customers. And with the added benefit of “listen and barge” your agents can be coached and trained while on a call.
3. Easy disaster recovery with a virtual contact centre
Did you know that virtual contact centres give your company built-in protection to maintain operations if your business suffers an outage because of operational failures or weather emergencies? In the event of a disaster, the cloud ensures your business can easily move operations to another location, log in and be operational again. Calls can be easily routed to agents and facilities that aren’t affected by outages or the disaster.
But what happens if your provider has a disaster? They can easily and seamlessly enable disaster recovery from another data centre because they have failover and redundancy functions in the cloud.
4. It’s easy to upgrade technology and scale with a virtual contact centre
When your company has a cloud contact centre, you get the ability to integrate and automate business processes with other critical solutions such as ERM, CRM, and other databases. And with your advisors having real time information at their fingertips, without switching between applications, they can deliver superior customer service. A cloud based contact centre is adaptable to seasonal surges and frees your business from the restrictions of legacy on-premise solutions. Because you only pay for what you use your company has access to the best available technology. On-premise contact centres usually have a traditional IT infrastructure, which requires software updates to be performed by the IT team. This can result in a competitive disadvantage if your agents aren’t using the best software available.
5. Cloud based contact centres give your company independence
The number of advisors available to answer calls and the number of lines into the building usually limits traditional premises-based contact centre systems. With cloud contact centres, callers can be held in queues in the cloud and offered to the first available advisor. And because a contact centre based in the cloud is independent of location, hardware, software and advisor location, your customers will never get a busy or engaged tone.
Working from home or remotely is easy with a cloud based contact centre and gives your company the flexibility to recruit from a wider pool of advisor talent. And because the IT requirements for your cloud based contact centre is looked after by your provider, you won’t have a huge drain on your IT budget or have to hire expensive external IT support.