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Four Reasons to Use the Cloud in the Contact Center

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Four Reasons to Use the Cloud in the Contact Center

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March 26, 2015
By Mae Kowalke
TMCnet Contributor

At first it was a play just for small to mid-sized businesses that wanted the infrastructure of the big boys without as much overhead cost. Cloud-based contact center solutions now are catching fire even with larger customer support centers as the benefits of the cloud start to make themselves known.


There are many reasons why businesses are adopting the cloud for their software needs, and the logic holds true for the contact center as well. Here are four reasons why contact centers should choose the cloud for their infrastructure.

  • Continuous upgrades. The time, hassle and money needed to maintain contact center systems are essentially eliminated when software is moved to the cloud. There’s no need to upgrade and maintain the computing systems because the cloud provider handles it. Further, the software is always up-to-date and there’s no need to delay or bother with system upgrades. Instead, cloud solutions continuously improve the systems on an ongoing basis and without any hassle on the part of the customer.
  • Simplicity. Cloud contact center solutions often are easier to use than their on-premises counterparts. The reason is simple: Cloud solutions have less leeway because customers can leave at any time instead of being locked into a software purchase. This impetus to keep the customer happy means that cloud providers must deliver solutions that are useful on day one and are especially easy to operate.
  • Better customer service. Just as cloud solution providers must deliver software that is easier to use, they also must deliver better customer service to retain customers. There’s little keeping a contact center from pivoting to a different cloud-based software solution if the software provider does not address customer concerns. This raises the bar and ensures a higher level of customer support with cloud-based contact center solutions.
  • Scalability. There are times, such as the holidays, when the contact center is busier than other times of the year. With the cloud, scaling resources to match seasonal demand is easy; with the cloud, contact centers only need to pay for the resources they use. So in the high season, the contact center can pay for more seats. In slower times, it pays for less.

The cloud just makes sense. That is why businesses of all sizes, in all industries, are moving toward that model for the delivery of software. The contact center space is no different.




Edited by Maurice Nagle

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