Contact Center Solutions Featured Article

Cloud-Native Contact Centers Aim to Stop Customer Turnover

October 20, 2017

It is very easy for a poor customer service experience to cause a switch in customer allegiance. One client gone, it happens. However, constant customer turnover is extremely negative and detrimental to a company. When turnover results from poor customer service, the entire customer service organization, including solution vendors, comes under fire. Of late, a prevailing resultant trend is the idea of moving from a traditional contact center to a cloud-native architecture.

A new Frost & Sullivan whitepaper, Cloud Contact Centers Improve Operations and The Bottom Line, explains why a move to the cloud is extremely beneficial. Cloud-native architecture offers savings, better management, flexibility, scalability, access to new features and a clear competitive advantage.

“Cloud-native contact centers offer features through an ‘as-a-service’ model. The solution is delivered over the internet from a multi-tenanted infrastructure owned by a service provider. This model differs from a hosted contact center mainly in that multi-tenancy, which enables significantly greater scalability and the ability to increase capacity to suit demand. In addition, cloud-native contact centers can always support remote agents, who can routinely access the applications from any internet-enabled device,” said Frost & Sullivan Connected Work Vice President, Melanie Turek.

The ability to assist remote workers is essential as at-home agent adoption is forecasted to grow 25 percent annually. With a cloud delivered solution and features, agents can work from any device or location. For businesses, an added benefit is there is no need to involve the provider to accommodate ebbs and flows of seasonal or other peak periods. They are able to add agents as needed, and service pricing is adjusted by an automated system based on real-time resource usage.

End customers will benefit from a more efficient operations, leading to less churn, and businesses will continue to grow and develop thanks to their adoption of cloud-based contact center solutions.

Edited by Erik Linask