Like many other areas of technology, contact centres are increasingly moving away from on-site solutions and into the cloud.
With more than half of UK-based contact centres planning on making the move to the cloud by 2020, what are the advantages and how can switch operations to the cloud benefit businesses?
Like any other cloud service, a cloud contact centre means shifting to a network-based service that is offered by a service provider. In many cases, this might be the wholesale VoIP termination provider that also delivers your IP-based phone service.
This delivers benefits in terms of scalability, so when your business grows there’s no need to wait for new hardware or software upgrades before you can accommodate extra staff. Roll-out of systems or expansion is fast, and reliability is better too. A further benefit is that the system can be accessed from anywhere where there’s an internet connection, so you can split a contact centre across several sites or even have operators working from home – but all with access to the same system and all monitored in the same way.
Aside from the technical advantages, a cloud-based contact centre from a supplier such as https://www.idtexpress.com/ can deliver significant benefits for the business. Cloud-based systems are designed to be easy to use while still providing the benefits of the latest technology. That cuts the time needed for staff to learn new systems. It also makes it easier for management to monitor agent performance and quickly address any areas that need improvement.
Cloud contact centre software is also able to integrate with many of the leading business packages. This means that agents can have access to the CRM and ERP data they need from a single screen, thus streamlining operations and ensuring that queries are answered faster. Management teams can also have a dashboard view across systems, enabling informed decision-making.
All of this leads to greater productivity thanks to effective monitoring and faster decision-making. Business is an increasingly competitive world and companies need to be adaptable. Cloud-based contact centres offer an unparalleled level of agility, and this means callers will be more likely to get through and to get a timely, accurate response. This will ultimately deliver a better service and improved revenues for your company.