Contact Center Transformation Via The Cloud

Cloud computing is undeniably a crucial part of any business’s digital transformation strategy, and contact centers are no exception. Services, software, and storage accessible online have become the norm in today’s marketplace. Customers desire immediate service tailored to their needs across every available channel – whether it be direct conversation with an agent or automated self-service – they expect all channels to be seamlessly linked up. Therefore, the ultimate contact center is not an individualized multichannel call center, but a holistic omnichannel center that offers comprehensive insight into each customer’s entire experience.

Contact centers can truly find great advantages in using cloud communications. From a single console, you’ll have access to an expansive spectrum of customer insights and information, like voice calls, mobile messages, social media posts, emails/SMSs/MMSs from IVRs and other touchpoints. Although there are some complications that come with cloud-based services for contact centers, the immense benefits make it worth exploring this option if you haven’t already.

The Role of the Cloud in a Contact Center

Contact centers are technologically heavy enterprises; they are dependent on telecommunications and require computers to record and process data. AI trends and interactive platforms have reduced the human element, but only increased the technological need. Legacy systems were designed to house the technological engine in a server room, storing data and running systems on-site near the employees. However, contact centers are evolving with the modern workforce: As the workforce becomes more effective and efficient, so should the technology.

Utilizing the cloud is one digital transformation that can create more efficiencies in how contact centers operate. Employees who work from home can use cloud computing as remote desktops, allowing contact centers to maximize the mobile, remote work trend. Similarly, cloud computing can be used for backup and storage, taking the burden away from in-house IT infrastructure. Not only will the cost of hardware decrease, but the capacity of IT staff will also increase.

Most importantly, cloud computing allows a contact center to access its data for analytics purposes, increasing efficiencies throughout the organization. Harnessing the power of cloud technology is a surefire way to dramatically increase efficiencies and optimize operations for contact centers.

Benefits of Using the Cloud

Cloud computing presents many advantages, particularly when it comes to customer experience. The pay-per-use model of cloud-based contact centers makes scaling up or down effortless and efficient, depending on the company’s needs. This eliminates the risk of overstaffing during a downturn in demand, allowing for adaptation based entirely on client requirements.

Incorporating messenger services into your communication channels is simple and straightforward, without the hassle of dealing with a complex network administrator. Customers are looking for as many ways to contact agents as possible – so cloud computing provides them access and the ability to do so effortlessly, unlike having to integrate new technology that cannot be integrated with legacy systems.

Cloud services not only offer scalability and technological advances, but also provide an opportunity for cost control. With the pay-per-use model, you will never be paying more than necessary. Cloud computing agility gives you the freedom to quickly deploy new services without waiting; all while ensuring your improvements take effect instantly and effectively.

Data is an essential component to any contact center, and cloud computing offers reporting and analytics tools that can help you make the most out of it. Instead of simply storing customer data with little purpose, this information can be processed in order to understand what’s working within your business and how you may better serve your customers. Utilizing these insights more effectively will enable you to utilize the power of customer data for maximum impact.

Challenges for Contact Centers Using the Cloud

The boom of robotic process automation (RPA), AI, and machine learning (ML) is revolutionizing the customer service industry. Although we can automate many processes in a contact center, deciding which tasks to leave to artificial intelligence or machines remains difficult. Cloud choices can be overwhelming. When it comes to data storage, you have three options–private, public and hybrid. Private is the most secure but carries a substantial price tag; conversely, public servers offer cost savings as they are shared with other companies though security may be compromised due to its nature. Hybrid can provide a balance between them both while taking advantage of significant cost-savings yet still maintaining an adequate level of safety for your sensitive information.

As a contact center, entrusting your data to an outside party can be daunting. Even though the customer information and data are primarily yours, they may still not be securely contained under your control when stored in a remote cloud server. This means that you must remain extra vigilant against any security or access risks while being solely held accountable for all customer data managed by this third-party provider.

When transitioning to the cloud, scaling, developing and securing hardware costs are generally easier managed. Nevertheless, one aspect that contact centers fail to factor in is network bandwidth consumption. When data and information needs to be transferred through the internet, it can significantly reduce your bandwidth capacity–especially for backups or storage solutions. Therefore all other activity on your system may become sluggish when these processes occur at a high rate.

Although there are undoubtedly difficulties associated with the relinquishment of data control, the benefits that cloud storage and computing provide for contact centers vastly outweigh those concerns. As a means to remain successful and lucrative, call centers must take advantage of technological progressions—and embracing the cloud is among them.

When making the decision to outsource, Call Center Power will be with you every step of the way. Working with companies of all sizes, we always bring multiple call center partners to the table for you to review, each of which is scored and ranked based on a strong set of criteria. The best part is, we do not charge our client’s for our call center partner referral services. Contact us today or get matched with your call center partner now by using our Call Center Matchmaker tool.

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