March 11, 2019
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In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. Why is that? And how can they be sure that the cloud contact center will accomplish what they set out to do? This blog will look at the top advantages of moving customer experience solutions to the cloud.
According to a recent Aberdeen trends analysis, the adoption of cloud technologies rose each year between 2013 and 2018. One reason why is that a cloud contact center offers scalability so that capacity can be easily increased as demands change. There are many other advantages, including financial flexibility, a reduced reliance on IT, enhanced security, redundancy, and better agent access to applications.
Here are the top five advantages of moving contact centers to the cloud.
On-premise contact center solutions are expensive and considered a fixed cost. It can be difficult to predict support expenses each year. Cloud contact centers are considered a variable cost and yearly expenses are more predictable. Providers usually charge based on utilization of services. If need be, a company can scale up usage without having to pay additional infrastructure costs. They can also scale down usage if they need to reduce costs.
Additional cost savings come from not having to incur additional charges for network equipment, internet services and telephone lines. Organizations also do not have to be concerned with outdated platforms or software and hardware upgrades. The cloud contact center provider supplies and manages all the equipment and software.
Reduce Reliance on IT
On-premise contact centers require IT resources to setup, manage and maintain the system. Third-party providers manage the cloud contact center infrastructure. They also implement upgrades so that companies can be assured they are always logging in to the most up-to-date version. An Aberdeen study indicates that 62% of respondents are aiming for a reduced reliance on the internal IT team for infrastructure setup and maintenance so that they can focus more on strategic activities that deliver a seamless omnichannel customer experience.
Although some companies list security as the main reason for keeping their contact center on-premise, cloud contact centers have become much more adept at controlling access to data. They are also able to help ensure regulatory compliance and provide certifications for their data centers, which is essential for industries such as healthcare and financial services, as well as those countries affected by GDPR.
Cloud contact center providers handle huge amounts of data on a daily basis and are set up with redundant protection. They also automatically back up your data, operating systems and programs and can offer high quality disaster recovery services. In fact, in many cases cloud contact center providers boast 99%+ uptime. With competing priorities, this is difficult for most internal IT resources to match.
Better Access to Applications
Cloud contact centers make it easier to integrate with ERM (Enterprise Risk Management), CRM (Customer Relationship Management) and other databases and business systems. This helps agents to resolve issues more quickly and provide a seamless experience for customers.
Another advantage of a cloud contact center is that providers often offer a suite of applications that customers can tap into, without having to invest in additional software or hardware or drain internal IT resources. For example, some providers offer IVR, WFM, omnichannel communications, speech analytics and gamification in a single source, so you have seamless integration and only one vendor to work with.