In 2020 and Beyond, the Cloud Is Here to Stay

By Erin Hanley | February 18, 2020
Cloud Contact Center

In our annual trends report, cloud-based contact center-as-a-service (CCaaS) was one of the six critical contact center trends for 2020. Let’s look further at why industry analysts and contact center leaders agree the cloud is here to stay.

The Cloud Enhances Customer (and Agent) Experience

Most consumers today use multiple channels to interact with a brand. But while adding channels is smart, it can strain an on-premises platform. Multiple channel applications also rarely work together.

These hurdles may be part of the reason Dimension Data reports only 35% of contact centers can track interactions across multiple channels. And that isn’t good for the customer experience.

However, a cloud-based omnichannel contact center platform creates an opportunity to implement a solution that seamlessly links channels, optimizing the customer experience. With the cloud, multiple, convenient options for communicating with customers are easily possible, and your agents can access the complete historical picture of those interactions. Combined with call recording software the result is an overall better customer experience, as well as improved agent experience.

The Cloud Delivers Cost-Effective Scalability

If your business is growing, that usually means an increase in contact center volume. If you use an on-premises platform, it may not be able to keep up.

On-premises software often relies on hardware incapable of scaling with you. Maybe it’s too slow or doesn’t have enough storage. Maybe it’s at the end of its life cycle. Regardless of the reason, if your contact center platform can’t keep up with your business needs, you may be forced to justify a capital outlay for new equipment. If the volume increase is seasonal, you will be footing the bill long after volume has normalized.

In contrast, with cloud-based systems, you pay only for what you use. You don’t have to invest in costly hardware that is underutilized one day and too slow the next. You can add or remove seats based on changing call volumes, optimizing the customer experience while cost-effectively managing business operations.

The Cloud Makes Technology Upgrades Easy

Cloud-based platforms make it easy to integrate new technology solutions for your contact center. With quick and simple integration, the cloud allows you to innovate in ways that may not be possible with an on-premises platform. There is no disruption to your day-to-day business operations for upgrades, and you can run critical tests that may be difficult to perform with an on-premises system without significant operational disruption.

All of this results in seamless deployments. The only thing your customers will notice is the improvement.

The Cloud Helps Your Business Flexibly Adapt

According to Dimension Data, 81% of contact centers say the cloud makes them more flexible.

Cloud-based platforms help contact center managers predict and adapt to change. For example, data can be compiled into powerful analytics that help managers understand the health of the business and improve it.

Also, when agent retention and recruitment are a challenge, cloud software makes it possible to leverage a remote workforce. You can hire employees who live in a different time zone or utilize temporary agents during periods of heavy volume. They’re connected to your cloud contact center platform with just a web browser and internet connection. You can also coach and train agents from anywhere.

The Cloud Helps You Better Manage Your Contact Center

Implementing a cloud-based strategy can help you predict and manage the evolving needs of your contact center in a variety of ways. From seamless omnichannel integration to easy technology upgrades to powerful analytics, the benefits of the cloud are far-reaching.

With the cloud, there is no need to maintain hardware or software. Customer contact channels can be integrated to allow managers to see the full staffing picture. New technologies can be deployed quickly. And—perhaps most importantly— your customer experience is seamless and optimized.

To read all six critical trends, download the full report here.

 


Erin Hanley is Sr. Director of Corporate Communications at Serenova.