Businesses of all sizes, large and small, have a track record of acclimating to new technological advances, and cloud computing technology will be no different. In the case of call centers, more businesses have been turning to cloud-based call center software as a way to not only improve data storage, security, and as a way to make more accurate business decisions and improve the way their employees work.
Despite the challenges businesses are faced with when making the transition to cloud technology, there’s a boom in cloud-based call center software that’s causing legacy system providers to have a difficult time retaining business. What is fueling this boom? Here are the top four reasons why cloud-based call centers are on the rise.
1. They are easy to deploy and offer increased flexibility
Setting up an on-premise call center requires a lot of effort, because businesses have to retain the necessary hardware, and set up compatible software systems. The installation of a cloud-based call center is far quicker and easier on the other hand because it doesn’t require the use of hardware. It just requires cloud-based software and a strong internet connection with a sufficient amount of bandwidth.
Cloud-based software also gives companies increased flexibility with their business. If a company needs to adjust the size of its call center due to a change in customer traffic or business requirements, it can easily scale up or down as needed.
2. Easy to add new communication channels
Today, most people prefer to connect with businesses in other ways besides the telephone. New research into consumer communication trends shows that nine out of ten people worldwide prefer using text messages over all other forms of communication when contacting a business.
With cloud-based call center technology, a company would not need to replace their entire system in order to add new platforms like SMS/MMS or social media messaging apps, because a cloud-based system can be built-on.
3. User-friendly systems that offer increased productivity and customer satisfaction
Most cloud-based call center platforms are designed with a simpler, user-centric design that helps to increase functionality by combining multiple platforms into a single dashboard through a customer relationship management system which allows for increased agent productivity.
Cloud-based software for call center companies and businesses with in-house call centers helps to aid in the customer experience as well. Cloud technology helps call center agents to answer questions more quickly due to the large volume of customer data that can be easily accessed anytime. This improves response time and helps to better resolve customer queries. Cloud-based call center software companies take data security very seriously as well and make sure to stay ahead of security threats at all times so that they can offer greater security to their customers than that of an on-premise call center.
4. It’s cost-effective
On-premise call centers require a high amount of capital needed to establish and run it. The cost to obtain the necessary hardware and to hire IT support can be staggering, not to mention the cost of infrastructure and ongoing hardware maintenance costs.
A cloud-based call center requires none of those costs because with cloud technology the software is hosted in the cloud. Many cloud-based services also come with built-in IT support, so there’s no need for an in-house IT staff unless a company prefers to have its own. Even then, a company would only require a small IT team to run a cloud-based system.
Today, thousands of businesses are making the switch to cloud-based software to run their call centers in order to significantly cut costs and as a way to better serve their customers.