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

Why have some companies been hesitant to migrate to a cloud contact centre? Between empowering customers with flexible omni-channel 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.

Thirty percent of organisations were currently using a cloud-based contact centre application and another 25 percent planned to deploy in the next 18 months, according to 2012 statistics aggregated in our “Cloud Technology” infographic. More than 90 percent of firms said the cloud was a priority and 63 percent called it a “high-priority.” Here’s more from our infographic:

  • Hosted and cloud-based contact centre 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 centre? Our flexible, scalable Zipwire cloud contact centre solution, for example, would enable your agents to seamlessly engage with customers anywhere across the channels they prefer. With our omni-channel solution, your contact centre can empower 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 CRM to track customers’ interactions, helping ensure that the context of every conversation is maintained even when customers hop from channel to channel. This will take your multi-channel offering one step above to a true omni-channel customer experience.

But there’s far more to a cloud contact centre than omni-channel flexibility. Let’s explore a few more advantages of a cloud contact centre that your organisation stands to benefit from:

  • Scales as business grows: You’ll no longer need to worry when your business grows as a cloud contact centre touts on-demand scalability when your enterprise expands. Also, your call centre will be able to handle seasonal spikes in contacts—say during the holiday season, for example. Look for a vendor whose network model supports capacity well in excess of peak call volume, with a common-sense pricing model that ensures you only pay for the resources you use. Vendors with a SaaS model provide you the ability to scale up and down as business needs dictate.

  • Speedy deployment: Some cloud contact centres can get your system up and running in a matter of days—not weeks or months. They also have intuitive agent and supervisor desktops that reduce ramp-up time and mitigate the need for on- or off-site training, as well as robust documentation and responsive support that lets you hit the ground running.

  • Uptime guarantee: Look toward a solution with physically dispersed data centres that provide excess capacity in case one of the sites becomes unavailable. For instance, Aspect delivers complete redundancy and no single point of failure, as well as a SaaS-based cloud solution with a 100 percent uptime service level agreement.

Also, don’t forget how your business will be able to leverage a cloud solution without bearing the burden of significant upfront capital or additional IT investments. That’s always positive news for your firm’s bottom line.

After looking at all these benefits, does your company plan on plugging into the cloud? Learn more about our flexible, scalable solution by clicking here.