There’s little doubt that cloud-based contact center software like predictive dialers and quality assurance tools enable businesses to go to market faster and reduce the initial cost of their setup. But in addition to offering call centers a cheaper alternative to setting up customer service operations, virtual contact center software has become a driving force behind the American economic rebound.
Last month FCC (News - Alert) Chairman Julius Genachowski discussed the importance of the call center industry to America's economic revival, highlighting virtual call center growth and the 60,000 Americans currently working as contact center reps from their homes. These technologies enable customer service operations to expand their pool of possible candidates and hire professionals that may have been too far geographically to be considered previously.
Throughout the ’90s and into the ’00s, the higher cost of domestic operation drove many call center jobs overseas. However with the ability to eliminate operational costs associated with running a center, home workstations are quickly becoming the option of choice for call centers.
Because the home-based agent market has exploded over the last several years, it has become an increasingly attractive selling point for cloud based products. Those who want to reduce their initial investment and remain up to date with technology already stand to gain an advantage with cloud-based contact center products; and having access to better qualified agents sweetens the deal even more.
For providers like Nexinteractive, combining the power of the cloud with effective call center tools is job No. 1. Predictive dialing increases agent productivity over manual dialing by allowing agents to speak with live contacts virtually continuously. With its pacing algorithm, Nexinteractive guarantees highly accurate call progress detection and ensures rapid screen-pops and lightning-fast voice connects to agents regardless of locations.
The market for cloud-based call center tools is growing rapidly and the need for higher quality agents is sure to drive the industry forward for the next several years. With national recognition as an area of growth in a slumping economy, the cloud-based call center shows promise for many. Nexinteractive’s selection of cloud based tools should not be dismissed by anyone who wants to capitalize on the rival of the domestic call center while simultaneously joining the call center cloud revolution.
Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Tammy Wolf