Elevating contact centers into the cloud
Business leaders are no longer on the fence when it comes to cloud computing - they're fully on board. The technology has proven itself to be a powerful
tool for organizations of all kinds, delivering a wide range of advantages.
It's not surprising, then, that 90 percent of contact center operators expect to deploy cloud solutions by 2016. While migrating contact center
operations into a cloud environment is a major endeavor, the benefits can enormous. These include:
- Lower costsâ€“ With the cloud businesses can cut down on the upfront costs associated with on-site hardware, as well as ongoing
expenses related to backend support, as the cloud vendor takes on both these responsibilities.
- Superior agilityâ€“ The cloud can improve a contact center's disaster recover and ability to accommodate remote workers.
- More channelsâ€“ Cloud-based contact centers can easily offer integrated IVR, videoconferencing and more through a
- Exceptional serviceâ€“ By leveraging cloud services, contact centers can not only meet, but actually exceed the expectations of
today's consumers, who are increasingly time-starved and tech-savvy.
With all of these benefits, the question contact center leaders face is not whether they should embrace the cloud, but rather how soon they can start
the migration process.