Cloud-based contact center: 7 benefits you didn’t know about
The enhanced business agility, faster deployment models, scalability, improved agent productivity and elevated customer experience are driving the market growth for cloud-based services and solutions.
These cloud-based solutions enable organizations to host their contact centers at a third-party data center, in a remote location, and without the need for any on-premise hardware infrastructure. Thus, by investing in cloud-based contact centers, businesses can minimize the initial investments in infrastructure as well as software licenses.
The change in technology requirements and growing business need for maximum resource flexibility is making cloud-based and hosted solutions the dominant model in the future.
The numbers say it all. A report shows that by 2023 the global cloud-based contact center market size is going to loosely touch USD 26.69 billion, growing at a CAGR of 24.49% during the forecast period (2018-2023). The popularity of the next-gen cloud contact center is based on the benefits intrinsic to the cloud and its associated technologies.
In this blog, we deep dive into the top seven cloud based contact center benefits that leverage the latest in communications technology to give your business a modern alternative to the on-premise contact centers. First, let’s begin by understanding what a cloud based contact center is?
What is a cloud-based contact center?
A hosted contact center or cloud based contact center enables you to carry on customer service operations with all the basic elements of a contact center solution provided as a network service, without the need to maintain the additional redundant on-premise datacenter space or hardware. This includes Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Automatic Call Distribution (ACD), and CRM integrations.
Top seven benefits of cloud-based contact center
Moving your contact center from on-premise to cloud has several benefits – high scalability and flexibility, availability, and global coverage to name a few. It also helps in optimizing your business costs, enhance workforce productivity and offer greater agility as your business matures.
The right cloud-based contact center software delivers the security your business demands and lets you integrate new competitive technologies to offer superior customer service.
Here are the seven key benefits that cloud contact center has to offer.
Augments customer experience
A recent study by IDC found that more than 70% of companies that used cloud-based contact center solutions benefitted from an enhanced customer experience.
As the legacy contact centers operate on old technologies, they cannot support latest customer contact channels such as social media, mobile app chats, or videos. The customer expectations too have evolved, as they expect faster response and informed answers without having to repeat themselves.
Cloud-based contact centers make this possible. The new channels can be added with ease with the help of communication Application Programming Interfaces (API). The analytics-driven insights can then be utilized to deliver the next-level of personalized customer experiences.
The cloud-based contact centers also enable you to offer round-the-clock customer support even from a remote location as there is no centralized workplace.
Lowers operational and ownership costs
To set up an on-premise contact center, significant upfront investments in the form of equipment, IT, and licenses are required. This makes it expensive. Apart from this, operational costs which include the hardware upgrades and renewal of licenses every few years, further adds to the cost.
Cloud-based contact centers do not need massive investments in the hardware, so these systems don’t have substantial setup costs. The pay-as-you-go payment structure for most of the cloud-based contact centers ensures that there are no unpredictable costs.
Frost and Sullivan conducted a study for contact center with full functionality which included ACD, IVR, chat, quality monitoring, outbound dialer, workforce management, quality monitoring, agent hiring, customer feedback as well as e-learning. According to this report, for a 100-seat contact center up to $300,000 was saved when a cloud based system was used.
Thus, apart from saving millions of dollars in operating costs, organizations can also plug revenue leakage by adopting enterprise cloud solutions.
Elevates business continuity
A disaster might strike anytime disrupting the quality of service you offer to your customers. Disasters may include natural calamities ranging from cyclones to volcanoes and earthquakes or may include man-made disasters, like fire outbreaks, power outages, modern infrastructure failures, etc.
Cloud-based contact centers provide efficient recovery mechanisms to ensure business continuity in the face of adversity. According to a survey, majority of the organizations trust cloud for data protection as well as business continuity.
A cloud based contact center can help you tackle call abandonment, get your contact center up and running in no time and prevent against any loss of historical or mission-critical data.
Magnifies Scalability and Flexibility
On-demand nature of cloud-based solutions makes contact centers truly scalable. They can be rapidly expanded to handle huge call loads during peak seasons and scale back during other times.
In cloud-based infrastructure no additional investments are needed toward infrastructure or management costs to handle peak volumes. This enables your enterprise to manage your budgets, resources, and technology usage.
According to a recent survey by Aberdeen, over 70% of the cloud-based contact center solution users have cited security and compliance as one of the major reasons to invest in cloud technology.
Cloud-based solutions present tremendous opportunity to enhance security. For instance, hybrid cloud solutions let you secure your sensitive data on the private cloud, whereas store less sensitive data in a public cloud.
Leading cloud providers ensure they stay ahead of the security threats. They perform intensive and ongoing vigilance to meet enhanced cloud contact center security standards. Their security systems are frequently updated with elaborate security conventions and best practices that on-premise contact centers may never have.
Supports holistic integrations
Typical contact centers rely on multiple software systems such as Customer Relationship Management (CRM), call script generators, and cases/tickets. Integrating the data from these systems to an on-premise contact center may be a tedious process.
However, cloud contact center solutions offer one-click integrations with numerous business tools. This leads to enriched agent experience, reduces data redundancy, and maximizes efficiency as well as productivity.
The holistic integration system lets you access multiple systems from a single location empowering data-driven decisions.
Provides global coverage
As your business expands to reach multiple regions or countries, cloud contact center enables you to offer standardized service across the globe. A contact center on cloud provides an inventory of local numbers and unrivaled global carrier connectivity. So, you may skip the contract negotiations with carriers in each country in which you do business.
As the APIs are based in the cloud, you can get instant connectivity across multiple locations and on-demand phone numbers from a single platform.
Such global infrastructure allows you to provide a local experience from anywhere in the world. Thus, you can boost your customer service by offering 24 by 7 support in multiple languages.
How can businesses use cloud-based contact center solutions to reimagine customer experience?
Customer experience is the key differentiator these days. The cloud contact centers let businesses adapt to evolving customer expectations. These present considerable opportunities to re-imagine your customer service strategies.
The chances of first call resolution increase considerably if an agent greets the customer with his name and knows the context of the call as soon as a customer contacts your customer service.
The customer ends up feeling more satisfied and valued. Also, the cloud-based contact centers help businesses move towards omni-channel contact center that connects all the customer touchpoints.
Customers can also seamlessly transit across channels, while the contextually relevant information is routed to the agents.
Enterprises are increasingly embracing the cloud-based contact center solutions to maintain global scalability, flexibility, and business agility along with the other benefits mentioned above.
However, before you decide to transition to the cloud, you must evaluate your existing business models to map them with the future direction you wish to take.
Conneqt Business Solutions is a leading provider of cloud contact center services and solutions. We work with organizations of all sizes, industries as well as complexity to enhance their service, operational efficiency, and productivity. With ability to align our four enablers – people, processes, platforms, and partners we empower our clients to consistently deliver seamless customer experiences across all channels.
Get in touch with us to maximize efficiencies at lower costs using our cloud based contact center services and solutions.