5 Reasons to Move Your Contact Center to the Cloud

With remote work on the rise like never before (and here to stay!), the need for companies to allow employees to perform their job anywhere, anytime is much in demand. Naturally, this is just one of the reasons more and more companies are moving their Contact Center to the cloud.

In fact, the number of cloud Contact Center seats is expected to grow by 21% this year. And the hype is real for a reason. By moving your Contact Center to the cloud, there’s a host of benefits that companies experience. Let’s dive into why the move makes sense for many.

Faster Deployment Times With A Cloud Contact Center

With on-premise installations sometimes taking weeks or months to complete, moving your Contact Center to the cloud seems to be an easy choice. In many cases, companies can complete a successful move to the cloud in days or weeks, causing less disruption to daily business. As an example, a few weeks ago we moved a 75 agent Contact Center to the cloud in 5 days from signature to go-live. They were losing customers and burning out agents and now they’re back to focusing on their business. Additionally, with the cloud, new users can also be easily added, requiring little of the administrator’s time.

An easy way to start is to transition one location or just a few of your agents to the cloud to see how the system is performing for you. This allows you to move to the cloud at your own pace, which many companies find desirable. This is in contrast to on-premise solutions, which are typically deployed on a larger scale.

No Capital Expense Required When Moving Your Contact Center To The Cloud

Rather than purchase a costly on-premise solution that requires a capital expenditure, you can move to the cloud for much less cost via a monthly subscription, which is typically paid per user.

Also, the pay-as-you-go model makes it easy to pick a plan that fits your model, not what a vendor is trying to push you towards. Often, with a premise-based solution, companies find themselves buying for future needs, which naturally can change. Plus, when you’re ready to add more users, it is as easy as a few steps to get that employee up and running.

Typically, companies that choose to go to the cloud experience a faster ROI than on-premise solutions, making the choice obvious.

No More Upgrades Just Continuity In The Contact Center

Rather than deal with disruptive upgrades, you’ll experience none with the cloud. Instead of having to take your entire system down when an on-premise upgrade is needed, your cloud provider will continually improve and develop the product without disturbing your day-to-day business. This speeds up system improvements as well. Gone are the days that you need an engineer to deploy or make changes to your system.

Enhanced Functionality With Your Cloud Contact Center

Many cloud-based Contact Center provider’s software integrates with other software like Salesforce and other CRMs. This often improves agent efficiency through features like click-to-call or screen pops with caller information, for example. By providing agents with detailed caller information, agents can better discern how they can best assist that customer, for example. Enabling your agents to be less busy with the system allows them to focus more on the customer experience.

Additionally, with cloud-based Contact Center solutions, channels of communication are better aligned with customer’s needs. Today, customers want more than just phone and email as communication tools. They want to self-serve, interact with chat or even social media to get their problem resolved. This unification of data for agents makes for a better customer experience, and thus reduced customer attrition rates.

Enhanced Security For Your Contact Center

Your cloud-based provider should offer top-of-the-line security. This is in contrast to on-premise solutions, which often require that the company administrator manage its own security. This can be challenging for many administrators, who have multiple, if not dozens of systems to manage, to stay on top of every day. With the cloud, you can rely on built-in security features that ensure your systems are safe.