23 Mar, 2018 Cloud based contact centers help pave the way for the future of your brand
Keep your contact center in the cloud
If there’s one modern measure of a successful contact center solution, it’s how much data your customer base has generated. When your team of specialists have aggregated the data needed to optimize the customer experience and provide robust analytics, it can be a sign your business is thriving.
On the other hand, there’s still one pressing problem: how to store and manage all of that data in a cost-effective way that provides the adaptability and flexibility your business needs to keep up with advancements along the way.
Cloud-based contact centers can provide the solution. Where traditional contact centers might have unwieldy software systems in place that cost both time and money, cloud platforms provide a simplified, streamlined way of data access, management, and storage. Not only does it free up customer experience experts’ time, it also provides customers the instant, streamlined service they expect.
More and more companies are making the switch to the cloud, which like any new technology carries with it pros and cons, although modern innovations are greatly reducing those issues.
Cloud-based solutions save resources and stay flexible
Customers want seamlessness, and they want it now. Instant, omnichannel services that are in high demand require a network that doesn’t stifle change or impose limitations on your ability to compete in the customer solutions world.
A good network should open doors to rope in more or scale back as needed, and cloud-based solutions offer just that. Since a cloud-based platform can power your services from virtually anywhere on earth, it makes it easy to meet increasing demands or expand your operation without making any switch.
Cloud-based solutions are the most cost effective route to your brand’s freedom to grow and expand. By making the switch, you’ll be cutting out licensing and installation fees for software, plus all of the IT costs associated with maintaining it. Cloud hosting is offered on a pay-as-you-go, one-time, or scalable rate that can work with your company’s needs, meaning IT expenditures are reduced as well.
That’s not to say that software isn’t a component of a cloud platform. In fact, software integration with a cloud is a common feature, which can simplify and unify cost, functionality, and maintenance.
Time is one of the most valuable resources, and you’ll be spending a lot less of it on deploying your system and accessing your data.
The contact center before the cloud
A traditional contact center trapped in time might feel antiquated and cumbersome to a solutions specialist who is new to the industry. People have begun taking the omnichannel experience for granted, to the point where it might seem unfathomable that once upon a time, the “customer experience” was mere “customer service,” and working in a contact center (or call center, as it was more commonly referred to) literally meant sitting on the phone with customers queued up with questions and concerns. Thankfully, contact centers have come a long way since then, but there is still plenty of room for improvement for most companies.
Many modern contact centers that are working within the technologically integrated, multi-channel world of customer experience nonetheless still count on servers, software, and more compartmentalized data management practices, which aren’t terrible in and of themselves, but don’t offer the smooth, cost efficient simplicity of a cloud platform. To each their own!
The cloud-based contact center is a commitment to the future that works great to simplify larger operations or to provide smaller businesses with ample room to grow. It is a great companion for ensuring omnichannel capabilities are met and more dynamic approaches are prioritized.
Most importantly, it’s an all-around way to make sure your customer experience is world-class.