Solving Common Contact Center Challenges with Cloud Technology

One of the most popular technology buzzwords over the past few years is “Cloud.” Discussed in articles, mentioned in commercials, the cloud has been lauded as the solution to store all our digital memories. But, the popularity and value of the cloud goes far beyond personal uses.

Cloud contact centers utilize software as a service (SaaS) deployed, stored and architected specifically for the cloud. It can be rolled-out rapidly and is always up-to-date with new updates automatically applied seamlessly by the software vendor.

Contact centers using cloud technology have the following 4 critical advantages: that are difficult to ignore:

OPEX vs. CAPEX Cost-Savings

While a premise-based contact center provides the newest features it also comes with a large up-front cost. With technology advancing at break-neck speed, soon enough the latest and greatest features are yesterday’s news. Contact centers are left with outdated software, limited features and expensive maintenance.

Cloud contact centers flip the script on the traditional CAPEX pricing. With no hardware to buy, OPEX pricing provides cost-savings from the very start. Additionally, the continuous delivery model in the cloud mean contact centers are always running the most recent software available, eliminating the need for costly upgrades and upkeep.

Deploy Your Contact Center Quickly

The process of deploying a traditional contact center platform takes time. The process of installing hardware, software, IVRs, quality management systems and other tools and applications can take months. Not to mention the time required for testing to insure there are no conflicts operating multiple systems, databases and applications.

With no hardware to purchase and software to install, the time it takes to get up and running is greatly diminished. In fact, clould installations can be up and running in days as opposed to weeks — saving you not only time, but money as well.

The Highest Level of Contact Center Reliability

Running a premise-based contact center could be considered the equivalent of having all the customer service eggs in one basket. When outages occur and customers are unable to get an answer to their question or resolution to their issue, they become frustrated — frustrated enough to take their business elsewhere.

The likelihood of downtime is greatly reduced with cloud contact centers. Geographically dispersed data centers increases reliability. Upgrades and maintenance windows

are predicable with minimal downtime. And, without the need to focus on the infrastructure, companies can focus on providing incredible service to their customers.

Flexibility to Scale

Contact centers are often faced with the challenge of managing seasonal and event-based traffic spikes that require the ability to scale at a moment’s notice. Premise-based contact centers may not have the bandwidth available and adding seats can be a time-consuming and costly effort.

Cloud contact centers can quickly react to changing needs making businesses more agile and competitive. With capacity always available, there is no need to wait for additional resources to be deployed. Increasing the number of agents available, reduces wait time for customers, providing a better experience and a stronger relationship. And, when call volume returns to normal levels, the cloud makes it seamless to scale back down.

To see how your organization can realize the benefits of the cloud, visit