Most companies have, for many years, been using most of their contact center products on-site. The recent years and developments have however seen more and more companies embrace cloud-based software, with only of them still using on-premise versions of the same. Avaya is an excellent example of companies that uses both of these options. It uses a cloud-based CCaaS (Contact Center as a Service) and an on-premise IX Contact Center platform. Cisco too offers on-premise and cloud-based Contact Center deployment options too.
Although some companies might still want to hang onto on-premise deployments, most of them are considering making the switch. You, too, should consider making the switch. Here are some of the benefits, and advantages of switching to cloud-based contact center software.
Top 7 benefits of Switching to Cloud-Based Contact Center
- Faster implementation
- Lower costs
- Improved scalability
- Better security
- Ease of remote working
- Improved agent productivity
- Better customer experiences
1. Faster Implementation
Setting up local servers to install on-premise contact center software takes quite a long time, with most installations taking not less than a month to complete. This means you get to wait for more than a month to implement and deploy the software fully. This isn’t, however, the case with cloud-based contact center solutions, as they are much easier to set up. With the software already online, you can have it set up and running in just a few weeks. In other words, your agents can get into the action, make calls, and have conversations across various other digital platforms or channels within no time.
Most cloud-based contact center software providers offer support and implementation services as well. This makes implementation much smoother and faster, saving you lots of time in the process.
2. Reduced Costs
Deploying a cloud-based contact center will see you save lots of money in the long run. This is because you’ll never have to worry about upfront licensing fees and the hefty cost of acquiring new equipment, as well as servicing and maintenance costs. Although you might know this already, the amount you will be paying in subscriptions (monthly or annually) will be considerably lower than if you were to purchase, install, and maintain on-site servers and the contact center software. It also takes off the administrative burden of running a server and ensuring the software is up to date. Cloud-based contact center software thus saves you both money and time required to manage the software itself.
3. Improved Scalability
Cloud-based content centers offer even greater scalability, allowing you to either scale up or down at the touch of the button. All you’d ever have to do besides that is bring in the additional seats needed (during peak seasons) and take them out as required. This is unlike traditional on-premise installations where you’d have to upgrade the server and other related factors before bringing in the additional seats or functionality.
The fact that you can increase seating capacity with just one phone call or email makes this a much better option, especially for growing companies. Most vendors will allow you to scale up or down based on demand. There’s thus peace of mind knowing you can size your company up and down without worrying about costs or capacity.
4. Improved Security
Since its inception, software-as-a-service (SaaS) has been evolving, with newer applications more secure than their predecessors. The same applies to cloud-based data and contact centers. SaaS vendors hire the most experienced security experts to help ensure their infrastructure is safe and secure. Such advanced software and IT personnel to manage it would be an expensive venture, unrealistic for startup companies. Nevertheless, vendors offering cloud contact centers have the capacity and capability to hire such, making it available to you at a more affordable rate. You thus get to enjoy the same level of expertise and security as larger companies.
As it turns out, your data and information will be safer in the hands of a cloud provider as compared to having an on-site data center. These vendors have to comply with the national and global security certifications and standards to ensure data safety and integrity for their clients. Most of these vendors will have multiple backup data centers for improved safety and security. Lastly, these vendors are more likely to have better physical and virtual security for their data centers.
5. Ease of Remote Working
A cloud-based contact center makes it easier for employees/staff to work remotely, unlike a traditional setup. With the software always online, administrators and agents can manage remote workers with ease, and even delegate duties are needed. With many people today preferring to work from home, allowing employees to work from home can help cut down office expenses.
Allowing employees to work remotely has been shown to improve their productivity and morale. Such flexibility can help improve your employee retention too.
6. Better Customer Experiences
Your customer experience matters more than anything in this industry. That said, you want them to get the best service and experience possible, another reason many companies have made the switch. While your current setup might be getting the job done, the fact that employees can work remotely means your customer’s queries and concerns will be attended to much faster. This lowers the risk of a customer having a bad experience and/or leaving a bad review. As long as customers get better service, then the chances of them coming back or referring their friends to your company improve significantly.
Recent studies show that millennials value their online experience more than the previous generation. For most of them, their online experience on various platforms and channels will dictate if they’ll shop with you again or not. That said, cloud-based contact centers make it possible to reach customers on their preferred method of communication, be it email, phone, video chat, standard texts, or Facebook messages.
7. Improved Agent Productivity
Cloud-based contact centers make it possible for agents to access customer interaction history across the various contact platforms. This enables the agent to understand the customer’s needs quickly, allowing him/her to act on the information efficiently. Such instant access to customer information and interaction history improves the agent’s productivity.
The customer also never has to repeat themselves regardless of their communication channels, thanks to cloud contact centers. That said, most customer issues can be handled within the first call, translating to improved customer satisfaction and agent productivity.
Cloud-based contact centers are the best way to go for all. These contact centers provide superior service and performance over a localized center, with even better data security. With dozens of such service providers to choose from, you can be sure to get a great deal from your current budget. In addition to this, you’ll never have to worry about server maintenance or agents not being able to work remotely.
According to a market survey, cloud-based contact centers are future-proof and will continue to grow in years to come. This industry will have a growth rate of at least 25% by 2023. Avoid the stresses and headache that comes with on-site call centers by making the switch today.