Your contact center is not just a call center. It is a business driver. Often times, the contact center is at the focal point of your customer experience engine, and if you don’t have one, you might want to reconsider. Analysts predict that by 2020, over 80 percent of business will be done (or not done) based on customer experience. And it’s no surprise that cloud contact centers are one of the fastest growing technology sectors in the world – both for improved customer experience and as a way to save some green.
Here are 4 things to think about when considering a cloud contact center – all related to cost-savings…
1. Seasonal businesses
Cloud contact centers are a great solution for seasonal businesses. If your customer interactions, staffing or sales spike at specific times of the year, a “pay as you consume” cloud contact center model is perfect for your needs. Plus, it’s easy to add additional seats for seasonal contact center agents when you need them.
2. Little capital outlay
Save some green! This is the “classical” reason people move anything to the cloud, let alone contact centers. Moving to the cloud involves very little to no up front costs. And since contact centers are not cheap (and dynamic, complex contact centers are really not cheap), this is a very attractive technology procurement strategy for IT and finance leaders.
3. Leverage your existing phone system investment
Many phone system manufactures require you to purchase their proprietary on-site contact center hardware and software. With cloud, you simply “overlay” the cloud contact center with the existing phone system(s). This can be a simple integration, by simply routing calls to agent DIDs. Or it can be more involved with a dedicated network connection and a SIP integration.
4. Reduced risk of obsolescence
Because technology is in the cloud, it’s constantly being updated expanded upon, and enhanced. As new technologies become available, if you’re with the right cloud provider, you should be able to take advantage of them with little to no cost. If your cloud provider falls behind, you can move to another one when your 12, 24, 36-month term is up. With rapid enhancements in technology these days, and a premise contact center model, you might find the solution obsolete or too costly to upgrade not long after you spent months and hundreds of thoughts of dollars to install and implement.
But beyond financial and customer experience reasons, there are even more benefits to consider when thinking about moving to a cloud contact center.
Interested in learning more? Make sure to check back weekly as we focus this month’s blog posts on all things cloud contact center.
Founded in 1997, Inflow is one of the nation’s top Unified Communications and Contact Center consultants in today’s market. Pioneers in cloud unified communications and cloud contact center success, Inflow is the first company to provide contact center consulting and training focused solely on helping you elevate your customer experience.
With over 200,000 endpoints supported under Inflow’s innovative success programs around the world, Inflow built its brand and reputation around providing unrivaled customer support. Inflow is in Mitel/ShoreTel’s top 2% in global customer satisfaction, and quickly acquiring a top spot with RingCentral, Genesys PureCloud and NICE inContact.
By partnering with Inflow, you can expect the highest level of strategic consultation, execution, and optimization available in the industry.