5 Reasons Why Contact Centers are Moving to the Cloud
By 2022, Gartner predicts 50 percent of contact centers will be in the cloud. Here’s why.
In This Article
The most successful brands in the world are dedicated to delivering excellent customer service, driving customer loyalty and meeting rising customer expectations. Increasingly, this means moving their contact centers to the cloud to engage with their customers when, where and how they want.
Contact Center as a Service (CCaaS) is a cloud-based software model that is hosted and managed by a provider. Unlike traditional, on-premises solutions that have hardware limitations, CCaaS allows contact centers to quickly respond to changing customer and agent needs. Gartner reports at least 50 percent of contact centers will adopt CCaaS by 2022.
In this article, we’ll explore the top five reasons to move your contact center to the cloud, including:
- Seamless scalability
- Greater flexibility
- Simplified management
- Increased visibility into the customer journey
- Faster speed to market
A key benefit of a cloud-based contact center platform is the ability to scale your operations quickly and seamlessly without needing additional hardware. Whereas on-premises solutions are built for a set number of agents not to be exceeded, cloud platforms allow organizations to scale on demand to accommodate spikes in call volume due to seasonal peaks, emergencies, service disruptions or other fluctuations in workloads.
Cloud-based platforms also allow contact centers to provision new features faster than they could in an on-premises solution. For example, adding a chatbot or virtual assistant can take several months after ordering, building and deploying on-premises equipment. In the cloud, it’s a matter of a few clicks and you’re up and running in minutes.
Moving your contact center to the cloud unlocks both financial and operational flexibility.
Many contact centers assume cloud migration is expensive, but it can help optimize and even reduce costs by shifting from a CAPEX to OPEX model. Since CCaaS providers host and manage the infrastructure components, contact centers can eliminate significant overhead costs and shift budget to add new capabilities, such as artificial intelligence (AI) and omnichannel.
Cloud-based platforms also offer flexible licensing models that allow contact centers to pay only for what they use rather than overpaying for on-premises solutions that are pre-built for maximum capacity.
After the pandemic forced a rapid shift to remote agents, many contact centers are realizing a flexible work model is not only possible but can help expand talent pools and reduce real estate costs. However, to successfully enable long-term remote work, contact centers must shift away from low-quality VPN connections and provide agents with a high-quality experience at home.
By migrating to the cloud, agents can login directly to the software and tools they need from any device, regardless of location. Cloud-based contact centers can easily integrate with customer relationship management (CRM) applications (Salesforce, Zendesk, etc.) and workforce management platforms (NICE, Verint, Calabrio, etc.) so agents and staff have everything they need at their fingertips.
As previously discussed, moving to the cloud eliminates the need to maintain and manage on-premises infrastructure, such as servers, wiring, hardware and physical space. This frees up time for IT staff to focus on more strategic initiatives.
A cloud-based contact center also simplifies call management for agents with the ability to easily deploy self-service options for customers. Chatbots, virtual assistants, interactive voice recognition (IVR) and AI can help customers get answers to common questions and enables them to complete transactions, check account balances, track shipments and more without talking to an agent. This allows agents to focus more time on handling customer escalations.
Increased visibility into the customer journey
Contact centers play an important role in educating business leaders on customer pain points, complaints, negative reviews and commonly asked questions to help improve offerings and services.
By moving to the cloud, contact centers can provide increased visibility into the customer journey by collecting data and analytics across communication channels, from chatbot interactions to call transcripts. These customized reports can enable marketing teams, product development teams and other business areas to continuously improve the customer experience. For example, if customers are frequently asking the chatbot where to find delivery information on the website, the marketing team might consider restructuring their website to make that information easier to find.
Faster speed to market
In a highly competitive market, organizations must be able to quickly deploy new services to outpace their competition and remain relevant in the market. Not only do cloud-based contact centers enable rapid deployment of new services and features, but their unified and intuitive interfaces make it easy for agents and staff to get up to speed quickly on the new technology.
Are you ready for cloud?
Moving your contact center to the cloud can catapult your customer service experience into the future with advanced, modern solutions. However, selecting a cloud platform for your contact center can be challenging with dozens of solutions available on the market.
Leveraging our Advanced Technology Center (ATC), our contact center experts can help you evaluate, test and identify the right solution for your contact center so you can unlock the most value from cloud. Our expertise across 12 major contact center platforms and application vendors, combined with our partnerships with cloud providers — including AWS, Google Cloud and Microsoft Azure — allows us to provide a holistic approach to contact center cloud migrations, deployments and agent training so you can ensure a smooth transition.