6 Key Benefits of a Cloud Contact Center

As the global cloud market continues to grow at a steady pace, cloud contact center solutions likewise remain a robust tool for delivering superior customer experiences. Indeed, a Forrester report predicts that the global cloud market will reach $146 billion this year and $236 billion by . With the promise of greater scalability, improved efficiency, and lower costs to companies, cloud solutions are an ideal choice for businesses looking to optimize their customer service practices with maximum efficiency. Here are six key benefits of a cloud contact center that every brand should consider.

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Greater agent versatility

While cloud solutions are easy to set up and use immediately, they also enable greater agent versatility. The solution offers data and processing capabilities on an on-demand basis, enabling brands to staff agents from virtually anywhere in the world and thus provide 24/7 customer service. Hosted solutions allow agents working across multiple contact centers or any other location to work together effectively, providing brands with greater flexibility and maximum efficiency all at once.

Improved agent efficiency

In addition to greater versatility in their working conditions, agents experience tremendous efficiency when using a cloud solution. An intuitive interface empowers them to handle customer data across various channels and helps them resolve cases with greater precision. Features such as ACD, IVR, and prioritized callbacks also save agents time, while efficient routing matches customers with the most qualified agents for optimal customer experiences.

Greater scalability

The on-demand nature of cloud solutions allows true scalability for companies when needed. For example, when contact centers experience a larger volume of cases than usual (such as during peak holiday periods), additional agents may be employed as needed to keep up with demand, allowing for unlimited scalability.

Reduced costs

Cloud solutions are highly cost-efficient, as they reduce significantly the upfront costs that on-premise solutions normally require. Hosted cloud solutions may be upgraded inexpensively, allowing contact centers to integrate platforms and lower costs by using a pay-as-you-go consumption model and test the solution first with a free trial.

Enhanced security

Cloud solutions offer the tremendous benefit of enhanced security. For example, hybrid cloud solutions give brands the flexibility of securing sensitive data in a private cloud while storing less sensitive data in a public cloud at a reduced cost. In addition, cloud solutions typically offer stronger disaster recovery functions than on-premise solutions. When outages occur due to natural disasters or any other disruptive events, on-premise solutions are usually not well equipped to handle them and business workflow is impacted. However, cloud solutions enable continuous operational functionality, such as allowing agents to connect to customers through mobile devices when connectivity is compromised during disruptive events.

Superior customer experiences

When companies are able to staff skilled agents around the world 24/7 who work with greater efficiency, superior customer experiences are the natural result. Customers will notice and appreciate the efficiency of a business that handles their cases with ease and saves them time. Agents also feel empowered when they are able to work under versatile conditions that drive their efficiency, enabling them to deliver greater customer experiences.A cloud contact center offers a myriad of benefits to customers and businesses alike. With enhanced efficiency, security, and scalability, the sky is the limit when it comes to offering the best customer experiences possible.

7 Benefits of Moving Your Contact Center to the Cloud

Successful businesses invest in contact center technology that enables them to be efficient in their provision of customer service. Increasingly, this means moving their contact centers to the cloud. In this infographic, we&#;re exploring the data behind this movement.

According to DMG Consulting, more than 62% of organizations have migrated to a cloud call center software solution. What&#;s more, 46% of the companies that haven&#;t yet are considering moving to the cloud soon.

The Growing Cloud-Based Contact Center Market

The number of companies making the move to cloud-based contact centers has increased dramatically in recent years:

In , the adoption rate of cloud-based contact centers was 2.2%.

In , the adoption rate more than doubled to 5.9%.

In , 6 out of 10 contact centers planned to move to the cloud.

In , the adoption rate of cloud-based contact centers was 18%.

By the end of , 50% of Global companies will have stored customer-sensitive data in the cloud.

Cloud-Based vs. On-Premise Contact Centers

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Comparing cloud-based contact centers to their on-premise counterparts, cloud-based contact centers are&#;

83% more likely to have a formal process for assessing agent productivity.

31% more likely to use data and analytics tools.

27% less costly.

35% less downtime.

Have a 4.5% customer abandonment rate compared to a 6.2% rate experienced by on-premise contact centers.

The Benefits of Moving Your Contact Center to the Cloud
Here are just some of the benefits of moving your contact center to the cloud:

Quicker to deploy and implement

Greater security

Flexibility and scalability

Ease of managing remote agents

Standardization of global service

Effortless upgrades and new features regularly

Data visibility and customization in real-time

Sources:

&#;- Cloud-Based Contact Center Infrastructure Market Report&#; (DMG Consulting)
&#;Why Contact Centers Are Moving to the Cloud&#; (Destination CRM)
&#;Transitioning Your Contact Center from On-Premise to the Cloud&#; (Aberdeen Group)
&#;Vendors Battle for the Heart of the Contact Center&#; (Forrester)

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