Cloud migration is one of the major steps in digital transformation. Contact centers can reap a lot of benefits by transitioning from premise-based to cloud-based solutions.
Fremont, CA: Organizations are moving their technology stack into the cloud. In the year 2018, 96 percent of organizations used a minimum of one cloud app or service, whereas 81 percent of companies have multi-cloud strategies. In case an organization has a contact center, it may be the lifeblood of their business. With proper planning and the right unified communications as a service (UCaaS) partnership, contact centers can offer significant cost savings and flexibility advantages. Here are a few cloud contact center benefits.
Businesses can flexibly scale the phone lines and feature up or down in real-time as cloud contact center solutions require minimal on-site hardware or software. To accommodate seasonal fluctuations in the customer call volume, companies can add new phone lines or call routing structures. Leading contact center solutions offers flexible features and support to a few agents or thousands of customer service representatives. Organizations have to pay for licensing costs during low demand periods. With a cloud-based contact center, however, organizations can pay for volume and features without carrying the costs of unneeded capacity.
Cloud-based contact center solutions facilitate the expansion of a remote workforce to support more employees who work from home. The solution can further minimize the cost of home-based agents and enable organizations to access a better talent pool at lower prices with the flexibility to scale talent. Handling compliance is an internal process for premise-based contact centers as they have to balance required disclosures, policies for safe data handling, and scripts. By working closely with compliance experts, contact center management has to understand how evolving legislative requirements impact the workflow. On the other hand, cloud contact center solutions provide a centralized platform for recording, archiving, and deleting calls to adapt to new regulatory changes and risks. The cloud technology radically lowers the cost to add new features and workflow changes to meet compliance requirements.
Premise-based solutions require intensive hardware and system maintenance. Outsourcing the system to a trusted vendor reduces the burden of the IT team and increases their productivity. Migrating from premises-based equipment and solutions to the cloud has benefits such as flexibility, outsourced maintenance, and better cost structures. Cloud solutions allow internal experts to focus on strategic initiatives and revenue growth.