Why is a cloud contact centre the best solution for your business?
Many contact centres in operation today are running on old legacy technology and call centre software that can’t keep up with the way customers and businesses now communicate. A cloud contact centre uses the latest in communications technology and is a modern alternative to on-premises contact centres. It offers many benefits to businesses who want to continually meet and exceed customers’ service expectations.
If your business still depends on legacy contact centre technology, you’re likely feeling the pain of your system’s limitations. You may not be able to add new channels (such as messaging, email, chat, social media, or in-app messaging) or easily update your basic call routing structure. Perhaps you’ve adopted a cloud solution or two, but they remain siloed from the rest of your solutions and can’t talk to each other. It’s hard to help customers when your technology works against you.
Here are the top advantages cloud contact centres have over traditional call centre deployments.
Experience faster deployment of new capabilities
For companies using premises-based contact centre systems, it can take weeks—or even months—to deploy new technologies for customer communications, such as messaging, social, chat, and email capabilities. With a cloud contact centre, you can add capabilities on the fly, allowing agents to immediately act on new opportunities. Plus, you can easily pilot new sales tools and other systems before making a long-term commitment.
With cloud-based contact centres, not only is it easy to install and deploy, but it’s also easier to upgrade than contemporary on-site installations. If your business grows and you start getting a high volume of calls and emails, it will be easier to upgrade the call centre than a traditional one. All you need is additional sitting space for new employees.
It’s also easier to bring in more call centre agents during peak seasons when you have an increased call capacity. On the other hand, you can also scale down when you’re experiencing a lower call volume.
The most significant benefit of a cloud-based contact centre is the flexibility and scalability it offers. This means you can reduce the size of your call centre or increase it depending on your current business needs. Most businesses consider scalability as the key factor when installing this software.
Built for remote work
With many companies now working from home and the office, cloud contact centres provide the ultimate flexibility. Everyone stays connected no matter the location. Supervisors and call centre directors can keep up with the team wherever they work.
Cloud-based contact centres are engineered to work across a variety of devices and operating systems. They also provide real-time reporting to provide greater transparency into productivity and customer experience.
When people work remotely, end-to-end security is essential for customer and employee privacy. Cloud call centre solutions are audited routinely to avoid unwanted data breaches.
It Improves Your Customer Experience
When thinking about in-person vs cloud contact centres, consider the customer experience each provides. Improving your customers’ experience using high-quality software and providing an enhanced online experience is essential for your bottom line. It’s difficult to ignore the effects of negative customer experience on your business.
Customers who are unsatisfied with your business will give you a lower satisfaction score and write bad reviews. This results in reduced brand loyalty, translating to decreased sales.
On the other hand, customers with a positive experience with your brand online and in-person will spread the word and encourage repeat business. They will also give you a positive review and improve your business’s rating.
Research shows that today’s online shoppers constitute millennials who are more concerned about their online experience than any other group of people. To improve your customers’ online experience, you should implement omnichannel interactions.
Most cloud-based call centre software solutions allow both multichannel and omnichannel support. This means that your call centre agents can communicate with the clients where they are comfortable whether they prefer text messages, phone calls, or social media DMs.
More efficient analytics
Analytics plays a key role in a contact centre’s ability to assess what’s working and what isn’t, and cloud-based solutions can provide contact centres with valuable insight. With cloud-based software, contact centre management can keep tabs on incoming and outgoing calls, gather data on call times, and assess how well agents are performing on the job.
On-premises call centre technologies have traditional features, such as call holding, wait music, call transfers, and call conferencing. Although cloud-based contact centre’s use many of the same types of features, they use more advanced technologies to include features such as click-to-call, live call monitoring, and smart IVR, among others.
Are You Ready to Implement a Cloud Contact Centre?
If you are in the market for a new cloud contact centre software solution, contact us today at Delta 365. We offer the best cloud contact centre solutions for our clients thanks to our talented team and suite of products. We also offer other managed IT services to make your employees more efficient and manageable.