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17

Oct

Why you should have a cloud-based call center

The current technological hub is buzzing with the term cloud computing. Technological experts all over the globe are rooting for virtualized environment as the best answer to tackle financial, infrastructural and environmental challenges. Cloud infrastructure has reached a tipping point where every large, medium and small organizational environment has adopted it.

And now the same cloud fever is getting seen in the call center field.

Here is what the recent stats state –

1.    Cloud architecture is the emerging trend in the call centers. From a mere 2.2% in 2008, today 18% call centers have already implemented Cloud technology. Considering this rate, Cloud reach is predicted to double up in the next 3 years. 

2.    According to a survey conducted over 500 Asian call centers – 41% have already implemented Cloud while 36% are searching the best Cloud based software companies for migration.

3.    Art Schoeller, principal analyst at Forrester, conducted a research which showed that 37% of participants planned integrating the cloud technology in their call center.

How has Cloud created the right buzz in the call center field?

Shift from CAPEX model to a flexible OPEX budget – Call centers have faced the consistent trouble of huge infrastructure and technology costs under the traditional CAPEX model. Thanks to the agile OPEX budget that prevent call centers from massive infrastructure expenses. In addition, the software-as-a-service feature of Cloud Computing has brought much convenience to the call centers.

Renowned analysts such as Art Schoeller (associated with Forrester), has also given his opinion about this much-hyped cloud switch over in most business contact centers. According to him, the mindset about Cloud has changed phenomenally. Earlier entrepreneurs would associate Cloud as just a money-saving alternative. However, now the perception of Cloud has matured big time.

Today the businesses are willing to pay to get someone else manage their infrastructure. While large and small enterprises are keen on having a customer contact center, they do not want to take the responsibility of the tech requirements.

With Cloud technology, businesses can easily free up some of their important executives. Instead of consistently managing the servers, emphasis can be given on the alignment of the contact center with the business’ changing customer strategy.

A research conducted over a few US call center owners brings another perspective about this topic. Let’s see what this research states –

While reduced capital expenditure is the main factor that is driving businesses to move to a cloud managed call center, there are other factors too responsible for this switchover:

·         37% call center owners feel that Cloud technology will help future growth

·         28% call center owners feel that faster deployment is what attracts them to Cloud Computing.

Cloud brings a building block approach to the call centers

Business contact centers are required to seamlessly grow to meet the evolving customer needs. This is precisely where Cloud technology comes to the rescue. Unlike a traditional on-premise environment, where contact centers have to work as per the technology available; cloud gives them a scalable pool of IT resources

With Cloud, call centers can add agents across centralized/distributed locations. Satellite offices can be easily managed while technology and platform sharing can be smoothly done across the whole organization.

 A cloud-based business contact center will never have to face problems such as engaged tone to the customers. Even in peak customer demand, callers are held on call and transferred to the first available agent. Hosted call centers (with their huge capacity) eliminate problems such as limited customer service reps or limited phone lines.

A call center owner speaks in reference to this context – ‘’While low infrastructure costs and scalable resources are big pluses, what really has attracted me to move to Cloud is the geographical independence that my customer reps will get. Post Cloud implementation, they just require is the internet connection and a phone line. All credit to Cloud, that business continuity is possible now. ‘’

Customer service reps too are in great favor of cloud. ‘’ CRM systems, collaboration and social media tools are so easy to integrate now. Having these tools at hand, it makes our job much easier.’’

Whether it is an established call center planning to add new features to its system or a just-started call center, cloud helps all. For instance, an inbound call center can easily add call blending to make outbound calls (courtesy cloud technology that cuts IT time and resource demands).

With Cloud by the side, there is indeed no waiting time. Features can be quickly rolled out across the call center without any additional cost.


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