Cloud technologies may be intangible, but the benefits of using it are very real, particularly in the call center.
Customers today are understandably more tech-savvy, and paired with higher expectations, call centers are realizing that in an effort to be the all-out customer experience hub, their call center solutions must evolve to meet the increasing demands of their educated customer base.
Companies like C-Zentrix offer call center solutions that bring all the bells and whistles to agents to better serve customers; from IVR, call queuing, predictive dialer, CTI (News - Alert) integrations, and voice logging, but the difference here is call centers no longer need to invest in hardware or software to utilize these tools.
The company’s solution is now live in India, with other markets to follow, such as Philippines, Middle East Asia, Europe, and North America.
The primary advantage of cloud-based call centers is that it enables companies, businesses and other organizations to reduce spending and save money by minimizing inherent IT and support costs. Migrating to a cloud-based contact center is relatively cheaper and provides all-in-one solutions that can include essential software such as IVR, IP-PBX (News - Alert), ACD, call recording and monitoring, workforce management, performance management, outbound messaging and delivery of reporting to management.
Because maintenance has always been a large part of call center budgets, using cloud technologies mitigates this cost; the cloud means putting the revenue where it belongs – back to the business.
Of course, there’s the ability to be scalable and flexible when it comes to employing cloud call center solutions, which include the ability to add or remove agent seats as well as the ability to enable or disable certain applications or its features within mere seconds. For call centers, this saves time, money, and frustration for both customers and agents.
Cloud applications help businesses to respond to the rapid advances in today’s market environment while simultaneously ditching many of the high costs and hassles of maintaining complex internal systems.
The benefit of minimal hardware and software costs is a plus for companies, as well. Along with no up-front capital investment, it's clear why so many executives are looking to cloud call center solutions.
Edited by Maurice Nagle