How businesses interact with their customers has changed dramatically over the past few decades, and it can influence business success or failure.
Many businesses have turned to contact centers to streamline business-customer interactions across all communication channels.
With the advent of cloud technology, businesses that still run premises-based call centers are increasingly considering moving to the cloud because of the associated benefits. According to Statista, 68 percent of U.S. businesses will have adopted managed cloud infrastructure solutions by 2020.
Below are a few terrific benefits that cloud-based contact centers can deliver to businesses.
Optimized Customer Experiences
Thanks to advances in communication technology, customers have more ways to get in touch with businesses than ever.
Other than voice calls and email, there are other forms of communication that customers can use to communicate with businesses. These include instant messaging, mobile video chatting, social media, and more.
However, customers still want to talk to a human, as it helps them get answers faster.
Photo by Marília Castelli on Unsplash
Because all the systems and networks required to provide always-on customer support are built in the cloud, businesses that switch to cloud-based contact centers can handle all forms of communication in real-time. Customer support staff can work remotely as long as they have their computers and access to the cloud.
When customers get their queries answered quickly, they’ll have positive customer experiences. Keeping customers happy is essential to ensure business success. Businesses can achieve a better relationship with their customers by implementing these strategies.
Better Data Security
Premises-based contact centers store call recordings in physical storage devices, such as computer drives, external hard drives, USB flash drives, and more. This may present a significant security threat to sensitive business data in the case of theft.
Plus, data loss may occur when natural calamities or other disruptive events happen.
Cloud-based contact centers provide the terrific benefit of increased security. All communications between businesses and their customers are stored in the cloud, which typically provides stronger disaster recovery functions than premise-based contact centers.
Scalability and Cost-Efficiency
Businesses that run on-premises call centers have to pay upfront costs for licensing even when demand plummets. This hurts the performance of businesses, especially those still struggling to stay afloat.
Cloud-based solutions allow businesses to pay only for the capacity they need and when they need it with the simple click of a button. When demand increases, hosted cloud features may be upgraded without breaking the bank, typically based on the pay-per-use consumption model.
Since cloud contact centers allow businesses to scale up or down as needed quickly and inexpensively, they’re pretty hard to beat when it comes to cost-efficiency.
Moving Contact Centers to the Cloud Is Vital to Ensure Business Success
Business-customer interactions no longer conjures up an image of customer support staff interacting with customers exclusively over the telephone. In this increasingly tech-savvy world, businesses of all sizes can keep abreast of improvements in communication technology by moving their contact centers to the cloud. Businesses that haven’t yet moved their contact centers to the cloud need should seriously consider doing so now.
Reach out to VoxNet to learn how we can help.