Smart contact center

8 Reasons To Migrate To A Cloud Call Center

8 Reasons To Migrate To A Cloud Call Center
  24/04/2019 18:04

For organizations, migrating to a call center in the cloud can be particularly valuable, since they can have virtually unlimited resources: fast and cost-effective scalability to adapt to seasonal changes and sustained growth, access to new technology and more robust, cost reduction, flexibility, simplicity of connection and availability 24/7/365, among others.

Some companies believe that switching to a cloud call center means that they must transition all systems at the same time. However, these are erroneous concerns, which can even be harmful to organizations. This is due to competitive pressures, constantly growing, that require companies to:

  • Agility and rapid reaction capacity.
  • Empowerment and training of the mobile workforce.
  • Advantage of advanced technology such as machine learning and analysis.
  • Minimization of expenses.
8 Benefits Of Migrating A Call Center To The Cloud
1) Robust System

Every minute a call center goes down, users are affected and a company runs the risk of losing money. Unplanned downtime can have a lasting impact: some brands never recover from the damage caused to their reputation.

That’s why the organizations that provide solutions in the cloud are so attractive. Contact center solutions in the cloud guarantee stability and reliability.

2) Access To The Latest Software At No Additional Cost

Historically, call centers have had the challenge of getting ahead or keeping pace with their competitors when it comes to technology, especially when budgets are tight. Having updated software with all the new features is key when it comes to being able to outperform the competition.

That’s where the cloud comes into play. By moving to a cloud call center, companies have access to the most up-to-date versions of the applications several times throughout the year. And you can do this without having to allocate resources or budget.

3) Expansion Of Capabilities And Possibility Of Adding Functionalities

The cloud provides access to applications and technology that companies could not pay before, and can easily expand the capacity of what they already have by adding new features. Thanks to the cloud, they can modernize their call center operations due to the new technological advances available.

4) High Capacity

It is difficult to estimate what will be needed in a constantly changing world, even if a guess is based on historical data. Inaccurate forecasts cost companies money: expensive resources are inactive or the needs of users are not met.

With cloud computing, these problems disappear, since you can pay for the use made. You can also increase or decrease resources automatically as forecasts change.

5) Cost Reduction

The change to software in the cloud changes the way your applications are budgeted and planned. A new local call center solution can entail a large initial investment in infrastructure.

On the other hand, the implementation of a call center in the cloud does not require this large investment: it is not necessary to buy hardware and software and, in addition, the provider offers pay-per-use services.

6) Ease And Simplicity Of Administration

For large-scale or global organizations it is not “yes”, but “when”, when it comes to moving to the cloud. A cloud-based approach ensures greater flexibility and agility, and helps improve productivity and competitiveness. With the cloud, these companies can easily deploy their applications around the world with just a few clicks.

The cloud also ensures ease of administration for global applications and remote workers, making it easier and more efficient through accessible resources anytime, anywhere.

7) Improved Data Security

People still have questions and concerns about the safety of call center data stored in the cloud. However, studies show that data stored in the cloud is actually more secure than data stored in legacy local systems for several reasons, including:

  • The cloud provides instant access to the latest security tools in real time.
  • Leading cloud solutions ensure data encryption both in transit and at rest.
  • Professionals who build and maintain cloud-based data centers are experts in data security and focused on protecting the cloud.
  • The level of security used in the cloud is higher than that used in local applications.
  • Most organizations cannot match the cost of a cloud provider and their dedication to security.
8) Preparing The Call Center For Omnichannel

The delivery of a personalized omnichannel experience requires the seamless connection of all communication channels to ensure that supervisors, analysts and agents of the call center have full visibility into the interactions and the entire process of the users.

With the cloud, contact centers can make cutting-edge technology a profitable reality, so they can analyze and share data and information from a wide range of sources throughout the company.

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