The fact that it's hard to imagine a time before 'The Cloud' - a technology allowing us to access computing resources without owning or maintaining physical hardware - demonstrates how quickly technology is evolving. Where office buildings once housed bulky and expensive computer servers, data storage and connectivity have been reinvented in recent years, revolutionising how we work.
Nowhere is that more evident than in the world of customer service where cloud contact centers are no longer a novelty but the norm. Studies have revealed that 75% of contact centers are already in the cloud1, with the COVID-19 pandemic and pivot to remote work inspiring many companies to stop merely “testing the waters around cloud-based contact centers”2 and instead fully embrace benefits such as reduced costs, increased productivity and better tracking of customer communication.
For all the benefits of establishing a cloud contact center though, it is not as simple as clicking a few buttons. Along with highlighting why there is no time to waste in joining the revolution, this article will outline the must-have solutions and provide tips for choosing a CX and tech partner to guide one’s migration to a cloud contact center.
What is a cloud contact center?
A cloud contact center is an internet-hosted solution that enables all customer communications, both inbound and outbound, to be processed. While traditional ‘call centers’ rely on analogue telephone technology that restricts customer support to calls and forces agents to work on-site, cloud solutions feature tools and applications that facilitate remote work and high standards of customer service across multiple channels including voice, SMS, email and social media. Additionally, all a business needs for a cloud solution is a communication device and a powerful internet connection.
The benefits of establishing a cloud contact center are numerous including:
What are the key features of a cloud contact center?
Cloud contact centers have many integral features including:
What is the difference between cloud and traditional contact centers?
Cloud contact centers outshine traditional set-ups in a variety of ways including:
How do you choose a cloud contact center partner?
Creating a premium cloud contact center environment does not happen by chance, which is why many businesses choose to partner with CX and tech experts who offer tailored solutions for their unique requirements. When making that decision, consider the following tips:
Conclusion
With the rise of cloud computing, there is no need for businesses to continue to rely on traditional contact center processes and systems that fall well short of delivering the experiences that today’s customers deserve and expect. Investing in cutting-edge technology and the people who can maximise its potential may be a big decision, but it is not a difficult one given the benefits already being realised by countless organizations.
Reference: [1] Contact Center Statistics: CX in 2023 - CX Today [2] The Cloud Has Revolutionized How Businesses Run Their Contact Centers | BizTech Magazine
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