Businesses are Plugging into the Cloud Contact Center—Will Yours?

Why have some companies been hesitant to migrate to a cloud contact center? Between empowering customers with flexible omnichannel service, lowering start-up costs, and adding and removing capabilities as needed, numerous enterprises have realized the technology’s many benefits and are quickly plugging in.

According to industry research, thirty percent of organizations currently use a cloud contact center application with another 25 percent planning to deploy. More than 90 percent of firms said the cloud was a priority and 63 percent called it a “high-priority.” In addition:

  • Hosted and cloud-based contact center solutions are growing at 11.6 percent per year.

  • Premise systems are seeing only 6.1 percent growth.

  • Business agility was the top business driver for cloud adoption at 49 percent, followed by IT productivity (48 percent), IT infrastructure costs (44 percent), capacity and availability (44 percent), and IT management costs (41 percent).

Besides joining a quickly growing movement, how would your business specifically benefit by plugging into a cloud contact center? Our flexible, scalable cloud contact center platform enables businesses to empower agents with best-of-breed customer interaction tools, while taking advantage of state-of-the-art workforce optimization applications. Aspect's omnichannel customer contact solution enables customers to choose the best path to get the information they need—whether it’s through calling, texting, email, web chat or by simply getting information from an automated service. What’s more, the technology can integrate with your existing systems to track customers’ interactions, helping ensure that the context of every conversation is maintained even when customers transition from channel to channel. This will take your multichannel customer service to another level, with a true omnichannel customer experience.

But there’s even more to a cloud contact center than deployment flexibility and improved customer engagement. Your business can leverage a cloud solution without bearing the burden of significant upfront capital or additional IT investments. In addition, Aspect's cloud neutral platform enables your business to choose the cloud deployment you prefer, whether it's a public cloud, local private cloud environment or a hybrid solution.

Whether your company plans on continuing to invest in a robust premise contact center solution or migrating to the cloud, contact us to explore the options and benefits of each solution.