Have you been considering moving your call center to the cloud? Today, many businesses are moving their call center to the cloud to stay ahead of the competition, meet and exceed customer expectations, and deliver a distinctive customer experience.
Unlike the traditional call centers that are heavy on hardware, with limitations to customer communication channels, cloud call centers provide flexibility, cost optimization, and scalability on demand – eliminating the need for physical infrastructure.
Cloud call centers add convenience (remote services that can be accessed from anywhere) and omnichannel communication. We highlight eight reasons your call center should be cloud-based.
Reasons To Move Your Contact Center to The Cloud
- Cost advantage
- Speed
- Integration
- Easy to use
- Reduced need for technical staff
- Scalability
- Accessibility
- Reporting and analysis
1) Cost Advantage
It costs more to maintain traditional call centers. These costs include, but are not limited to, licenses, hardware, installation, maintenance, and technical support.
You can create an omnichannel contact center with a substantially lower investment by moving communications out of hardware to cloud-based software.
With the cloud call center, you only need an internet connection, a computer, and a headset. This spares your business the high costs of traditional set-ups while increasing the efficiency of your company with flexible cloud solutions.
Without compromising quality, you can prototype, build, deploy, and rapidly iterate.
2) Speed
Cloud call centers provide fast and effective results. While the installation processes in traditional call centers can take months – set-up teams must provision computing and storage resources, install viable applications, and apply necessary configurations, not to mention test the new installation.
By choosing to move your call center to a cloud-based solution, you receive a ready-to-go product.
3) Integration
Call Center Studio features a public API that allows quick and easy integration with business applications such as CRM, ERP, and many applications such as WhatsApp Business and Facebook Messenger.
You equip your business with omnichannel communication when you move your call center to the cloud. This eases the process of customer service delivery, provides a better customer experience, and increases the efficiency of your company.
Also, the call center industry is shifting rapidly towards agentless interactions.
Call Center Studio is built and hosted within Google’s infrastructure, and as such, our users can easily communicate natively with related tools such as the Google Dialogflow.
4) Easy to Use
The interfaces used for customer representatives, supervisors, and system admin profiles in traditional call centers are far from easy to use and are often complex.
Cloud call centers help to manage customer data incorporating all the information into one easy-to-use dashboard.
Agents can use the customers’ preferred communication channel to answer, diagnose, and assist customers.
5) Reduce Your Need for Technical Staff
Cloud-based solutions are user-friendly, even for those that are not computer savvy.
Also, in-house technical teams are unnecessary because cloud systems provide all the necessary support built into the software.
6) Scalability
It’s easy to scale your cloud call center up or down. You can increase your number of agents during peak periods and decrease it again on regular working days.
Unlike cloud call centers, on-prem call centers pose a scalability challenge. Should the contact center rapidly expand and outgrow its resource allotment, scaling up your contact center involves a similar process as deploying it in the first place.
Don’t restrict your business. Scale up or down whenever you want to.
7) Accessibility
Connect to your call center from anywhere in the world with a computer connected to the Internet.
Reach your customers anytime, anywhere from the office or home.
Establishing a remote agent program offers the opportunity to expand your hiring range to the entire country or even globally instead of merely looking for candidates within your office location.
8) Reporting and analytics
Cloud call center solutions give your business the ability to gather information about your customers.
Do you know who is calling you and why? Are they responding to a marketing campaign that’s working? Are they unhappy about a product glitch you didn’t know?
With the right cloud call center software, you can keep track of incoming and outgoing calls, measure the value of marketing spend, compile information about call times and agent performance.
Furthermore, Call Center Studio runs on google cloud, which allows users to generate customized reports leveraging Google’s BI&Analytics tools such as Data studio.
Are you considering cloud migration? We’d love to help you. Feel free to book a chat session.
