5 Reasons to Move to a Cloud Contact Center
More contact centers are moving to the cloud now than ever before. Cloud contact centers make day-to-day operations run smoother, easier, and ultimately reduces cost. Shifting business to the cloud is usually a company wide process, and when your operation makes the switch to cloud based systems—that most businesses will by 2020—make sure your contact center is included in that migration. And if smoother day-to-day operations and a lower operating cost isn’t enough to convince you of the benefits a cloud contact center offers, here are five more:
Global, Flexible Workforce
Contact center staff have one of the largest attrition rates of any business unit in any industry. It can be difficult to find qualified workers within driving distance of a contact center location, and nearly impossible to find support staff with specialized knowledge capable of providing Tier 3 and 4 support. Cloud contact centers are flexible by their very design. The software that agents use is web based, and with the latest Java Telephony soft phones available, you don’t even need a desk phone for agents to field calls. Cloud contact centers let you deploy workers anywhere in the world, but have calls routed to them just like they were on-site. And with the latest agent management software contact center supervisors can measure the productivity of all workers, both remote and in house.
Cloud Maintenance is Easy
All the computer hardware in your office will eventually break or become obsolete—your premise contact center hardware is no different. Cloud service providers are responsible for maintenance of the cloud equipment and ensuring you stay operational, taking the burden off of the end-using business and your in-house IT staff.
One of the biggest benefits to deploying a cloud based contact center is the billing structure—a regular Operation Expenditure (OPEX) model instead of an irregular Capital Expenditure (CAPEX) structure that requires large amounts of capital spends every few years. Cloud contact centers bill users monthly, this means that each bill can be planned for and built into your operating budget.
Contact center applications are now incredibly efficient and feature rich now. This is only a recent happening in the last five years or so. With traditional premise contact centers adding new software was costly, required down time, and was complicated to fully deploy. With cloud contact centers new software can be rolled out during scheduled maintenance windows and executed by the cloud provider you use. No more outages or confusing software installs.
Having all your contact center hardware onsite is like having all your eggs in one basket. Natural disaster, fire, or flooding can wipe out a multi-million dollar contact center in a matter of minutes. Cloud contact centers have all their equipment in a secure data center, safe guarding your contact center against natural disaster. Additionally, many cloud contact center providers, like Cameo Global, deliver redundant network architecture—meaning that there is a backup system running in parallel to the live one so if a network component on system ‘A’ goes down, then network ‘B’ will kick-on without service interruption.
Technology as a whole is in the midst of a major shift toward the cloud—in the next few years the cloud will process most of the computing that’s executed on a daily basis. More often than not migrating to the cloud is a company-wide decision. While it’s important to leverage the latest collaboration and communication mechanisms, make sure that you update you contact center offering when your business migrates to the cloud.