In the modern world of technology and innovation, it is almost impossible that you haven’t moved some information into the cloud. 99% of all global organizations now make use of at least 1 cloud, up and around 81% make use of a multi-cloud strategy. If you are not already making use of cloud contact center solutions, it is likely that you will fall behind in the near future. This is especially important if you manage a call center. One of the most common questions asked by call centers is ‘how can cloud call center solutions benefit my organization.
With the correct planning and working alongside a reputable company that provides a cloud contact center solution, it can significantly improve your operations. Many small to medium-sized organizations who were otherwise apprehensive when it came to moving their call center to the cloud have now stated they have managed to improve their overall efficiency as a result. Here are some of the key benefits that they have achieved by moving to a cloud call center solution.
Before we start, it is first to important to understand what a cloud center is. A cloud contact center is a unified solution for both inbound and outbound communications. It is typically a call center or help desk which is hosted outside of the office. Cloud contact center solutions can centralize all customer communications across a wide array of channels. This includes voice, email, chat, text messages, social media, and customer relationship management (CRM) software. By switching to a cloud contact center over a traditional premises-based solution can bring an array of benefits. These include enhanced flexibility, better cost structures, and better compliance.
- Scalability and Flexibility
Cloud contact center solutions require minimal on-site hardware or software, which provides companies with complete flexibility to scale their phone lines and features both up and down throughout their daily operations. Companies can add new phone lines or call routing structures in order to accommodate various changes. This includes seasonal fluctuations in customer call volume, as well as dealing with crises. For example, if there is a day in which services are unable to be provided in the office, agents can work from home, take phone calls, and omnichannel interactions from customers, providing a truly outstanding and seamless customer service experience.
Leading Cloud Call Center solutions like Nubitel Customer Journey Platform can provide customers with various flexible features and support from anywhere around the globe. This will be comprised of thousands of customer service representatives who can be on hand to help. With traditional premises-based solutions, businesses would often find themselves stuck paying high licensing costs during the period when contact centers would be relatively inactive. With cloud-based contact center technology, you can pay for the volume of calls you receive as well as the features that are needed each month. You only pay for what you need, rather than wasting money on unnecessary costs.
- Lower Costs
Cloud call center solutions offer an abundance of benefits that many will think it costs a bomb. Contrary to common belief, using a cloud-based solution is actually cheaper than an on-premise solution. For companies that use on-premise solutions, they are responsible for the costs of the components such as server hardware, power consumption, and space. With on-prem, you will need to invest huge capital to buy hardware and software which goes into capital expense (CAPEX). This can put a strain on corporate finances and cash that limits the company to invest on other areas. On the other hand, companies that opt for cloud contact center solutions only need to pay for what they use, with no restrictions. In a cloud setting, the cost is operating expense (OPEX) that only requires to pay monthly. This can put an ease on corporate finance and use the money for more critical business initiatives and investments.
- Outsourced Maintenance & Upgrades
No matter how you look at it, maintenance and upgrading your facilities is a pain in terms of cost and time. Premises based contact centers are usually maintained by internal resources, vendor support, and on-site technicians. On the other hand, cloud contact centers allow you to outsource everything from the implementation, hosting, operations, and day-to-day maintenance requirements for your contact center.
Without having to compromise on the quality of your services, you can deploy and rapidly iterate, improving with each cycle with Nubitel. Cloud contact center solutions are actually very cost-efficient and can help small businesses to significantly reduce any upfront costs than on-premise solutions would usually require to operate. Get your Free Trial here.