Solving Common Contact Centre 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 centres utilise 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 centres using cloud technology have the following 4 critical advantages: that are difficult to ignore:

OPEX vs. CAPEX Cost-Savings

While a premise-based contact centre 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 Contact centres are left with outdated software, limited features and expensive maintenance.

Cloud contact centres 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 centres are always running the most recent software available, eliminating the need for costly upgrades and upkeep.

Deploy Your Contact Centre Quickly

The process of deploying a traditional contact centre 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 Centre Reliability

Running a premise-based contact centre 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 centres. Geographically dispersed data centres 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 centres 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 centres may not have the bandwidth available and adding seats can be a time-consuming and costly effort.

Cloud contact centres 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 organisation can realise the benefits of the cloud, visit