A lot of businesses are making a move to a cloud-based contact center. The remote working trend has a major role in cloud contact center adoption. There are several benefits of moving to a cloud contact center. In this blog, you will get to know about the key reasons for moving contact centers to the cloud, and the associated benefits.
Contact Center as a Service or CCaaS is a great alternative to an on-premises call center. With the help of CCaaS, businesses can streamline every customer touchpoint such as phone calls, live chat, support tickets, email, and text messages into a single platform. CCaaS is a complete package that is focused on creating a scalable customer experience. With CCaaS software solutions in place, businesses don’t require any additional hardware to launch a contact center.
CCaaS is suitable for businesses of all sizes. It allows users to customize every aspect of the customer experience. Some of the key features found in CCaaS offerings include:
- Call queueing
- Interactive Voice Response (IVR) system
- Call recording
- Call analytics
Besides, a contact center provides omnichannel capabilities to customer support teams. It lets customer service agents view the whole context related to customers, irrespective of their contact method. The contact method can be inbound phone calls, email, social media, or text messages. Since everything is managed in the cloud, there are no upfront costs involved in deploying an omnichannel contact center.
Reasons to move to a cloud-based contact center
Many factors are responsible for the increased adoption of cloud-based contact center systems. Some of the key reasons include:
- To support remote contact center agents as well as those who are working in the office.
- To embrace emerging contact center technologies including Artificial Intelligence (AI), Communications Platform as a Service (CPaaS), and omnichannel with the intent to meet customer expectations for digital engagement.
- To promote global expansion and scalability to support a large number of customers in new markets.
- For more cost savings that businesses get by reducing public switched telephone network connectivity, on-premises server management, and other infrastructure requirements.
- To gain more flexibility to swiftly scale up or down to meet customer requirements without compromising on quality management.
Advantages of CCaaS
There are several advantages of adopting CCaaS system, some of them are mentioned below:
- Improved omnichannel customer experience: Today’s customers want brands to support them via their choice of channel whenever they need any kind of assistance. CCaaS platforms allow businesses to assist their customers irrespective of their mode of communication. Whether a customer reaches the customer service agent via phone call, text message, email, or social media, the customer service team shares a single customer view with the CCaaS platform.
- Centralized customer interaction: CCaaS platforms let businesses store customer data in a single data center instead of separate tools. Besides, it provides actionable insights to enhance customer satisfaction and reduce call times. Agents can have a centralized view of real-time customer sentiment, account value, and the type of request. There is no place for uncertainty while offering assistance as every customer interaction is tracked and recorded.
- Reduced costs and increased agent productivity: As compared to an on-premises call center infrastructure, CCaaS is quite inexpensive. It doesn’t involve any licensing and maintenance costs. Besides, a cloud-based contact center doesn’t require hardware, specialized IT staff, commercial real estate, or service contracts. With the help of CCaaS which comprises all the phone capabilities along with text, email, and social media, agents can deliver an excellent customer experience.
- Increased scalability and reduced downtime: With CCaaS in place, users can enjoy complete scalability. They can add or reduce the capacity and functionality of the contact center as and when required. When talking about downtime, it can be very expensive when customers can reach the support team and salespeople can’t close sales. An equipment failure or any other emergency situation can greatly affect the operations of a contact center. However, with the help of a cloud-based contact center solution, businesses need not worry about any disruption in the working process as everything is managed in the cloud. No matter what situation arrives, the support team stays operational. In case of a loss of connectivity, CCaaS can direct the requests to any other destination as per the user’s requirements. The owners can relish the liberty to manage their customer support software from an online dashboard.
- Keep yourself updated with end-to-end business analytics: Since a cloud contact center lets users streamline all the communication channels, they can also track their KPIs in the best manner. When users can track all your contact channels, they can make informed decisions quickly. Tracking also helps in analyzing how many interactions are needed to resolve customer issues. All these things help in filling up any gaps in the support process.