Call Centers See Benefits in Moving to the Cloud
November 12, 2012
As costs continue to rise, many companies are trying everything they can to save money and lower their overhead. Customer service goes hand-in-hand with having a successful enterprise, and many companies have begun researching to see if an on-demand cloud service for their contact center is the right way to go.
The cloud and other next-generation technologies seem to offer not only cost saving benefits, but more advanced tools to keep businesses ahead of their rivals.
Many contact centers have begun considering the move of all operations to the cloud, implementing a new IVR Analytics system, and using more advanced knowledge tools.
For starters, moving a contact center into the cloud makes it cheaper and simpler for both agents and the customers.
Chris Scholl, for example, runs a call center for a company called CarSafe. He moved his call center into the cloud using inContact and has seen numerous benefits.
“Because of the flexibility of inContact there was no modification [needed],” said Scholl. “They literally just sat down, logged in with their profile at a different location and they were getting their calls instantly.”
The chief marketing officer at inContact, Mariann McDonagh, said this is not a new trend. Many companies are taking advantage of the cloud. “Contact center organizations struggle with adding more changes, software updates, and different call computing. They need to scale up and down and want to unify services across multiple sites,” said McDonagh.
The DMG projects that the cloud-based contact center infrastructure will continue growing each year and estimates that almost 20 percent of all contact centers will be in the cloud by the end of 2015.
“The cloud model is taking off in a big way,” said McDonagh.
In addition to pros of using a contact center in the cloud, companies also have taken advantage of the tools that come with it, including the IVR Analytics system and a variety of knowledge tools. These tools let users drill down to specific steps in the call flow, analyze hang ups, see when and where customers abandoned the call, improve self service, receive performance reports, and improve routing accuracy.
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Edited by Braden Becker