5 Decision Drivers for Moving to a Cloud-Based Contact Center

 In Contact Center


Organizations are switching up their priorities, focusing more on the customer experience. A key component of customer experience lies in communication with the customer, and for many companies this begins and ends with a contact center. Deloitte further emphasizes this point uncovering that 62% of organizations view customer experience provided through contact centers as a competitive differentiator.

growth-cloud-based-contact-centers-around-globeSource: ResearchAndMarkets Global

In an effort to improve contact center experiences, companies are moving to cloud-based contact centers at a rapid pace. It’s predicted that the global cloud-based contact center market will grow from $6.80 billion in 2017 to $20.93 billion by 2022!

With this knowledge, how will a cloud-based contact center help improve your customer’s experience, and what will it deliver? Let’s take a look:

1. No More Premise-Based Technology

Say goodbye to that on-premise hardware, with the help of the cloud, you can quickly host your contact centers at a third-party data center, in a remote place. Cloud-based contact centers are freeing up space and budgets by eliminating the need for expensive hardware. Did you know that some companies saved as much as $673,875 in startup contact center costs alone?

2. Experience More Freedom in the Cloud

A cloud-based contact center enables you to connect globally, freeing you from working at particular location or place. You can deliver customer experiences anywhere in the globe, providing you, your customer, and your employees a completely new level of freedom.
In the cloud, you also have improved scalability based on customer traffic and business requirements. Companies are often drawn to the scalable licensing model a cloud-based contact center provides. Your agent pool can be scaled up or down as business develops or for occasional changes. Using the cloud, you have greater ability to respond to change as needed.

3. Easy to Set Up and Deploy

Without expensive hardware, cloud-based contact centers are extremely fast to market. You can get up and running in a relatively shorter timeframe. In addition, minimal training is required enabling you to have greater flexibility in hiring talent that specializes in different fields. There is no need to hire someone that has extensive contact center experience.

4. Improved Company Culture and Talent Management

Company culture and talent management are very important components of a contact center environment. Customer interactions with your contact center employees directly reflect your brand, which then influences customer loyalty.
A positive work environment can directly reflect the outcome of these interactions. Since you’re not tied to a specific location, you can hire where the best talent, regardless of location. The flexibility is two-fold, great for you because you can hire the best talent, and great for the employee, as they can live a more balanced, remote lifestyle.

5. More Versatility

Experience greater versatility with the array of available integrations cloud-based contact centers offer, providing their value in responding to your direct needs. Once the center is built, you have an infinite amount of API’s and plugins available that you can integrate with your system, some of these tools include CRM systems and workforce management platforms. You have the flexibility to build your contact center for your specific needs.

How do you choose the right cloud-based contact center vendor?

To ensure that you choose the best partner for your needs, it’s important to keep the following criteria in mind during your selection process: the technology, the vendor’s position, and their partner network.

Focused on technology, begin by identifying the gap in your existing contact strategy and ensure that your contact center partner has the hardware, routing, and applications to manage and fix this gap. The right vendor should be able to provide you with a solution to transparently measure your successes and failures.

Analyzing the vendor’s position, your partner should work strategically to match your roadmap in customer service, customer experience, and overall growth. Their vision should match your own, and they should educate you on any upgrades, and multi-channel capabilities as they become available.

Lastly, take a look at their partner network and evaluate whether those partnerships will help your business excel and grow. Their partnerships are key in providing you best-in-class service and network design.


Get In Touch

Want to learn more about how a cloud-based contact center can help improve your customer experiences? Contact our team today. We specialize in providing the consultative tools and experience to simplify the process of selecting a cloud-based contact center that will meet your current and future needs.  

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