With the rapid shift to the new normal of working remotely in this COVID-19 pandemic, organizations across the globe are struggling to find the appropriate infrastructure & strategy to keep operations up & running, while ensuring the safety & health of their employees.
However, for many, this felt more than just a shift in routine. This pandemic has brought a challenge for business survival especially for travel and hospitality industry as they saw a concerning decrease in demand, while many organizations struggle to keep up with high calls volumes & effectively serve their customers.
Also, there are several companies who’re still hanging onto their on-premise deployments or considering adopting one. In this post, we will walk through the five biggest benefits of transitioning to cloud contact center solution to help you convince any on-premise stalwarts that cloud is the way to go.
One of the most significant benefits of deploying a cloud contact center is cost savings. On-premise solutions typically bring in large, upfront licensing fees, as well as additional maintenance & upgrade costs. All such fees are not required in a cloud-based solution, which makes them more affordable for business of any size.
The monthly/annual subscription costs associated with running a cloud-based deployment are usually much lower than the cost of purchasing, installing & maintaining an on-premise contact center. Another significant cost-related advantage is that the administrative burden of updating the software will be handled by the service provider providing the software.
This means less work for your team, which enables you to save costs in terms of labour time required to fully manage your contact center solution.
The on-premise contact center softwares are typically installed on local servers, which can take months to fully implement & deploy. On the other hand, cloud-based solutions can be set up much faster as users will be accessing this software online. Getting your cloud-based contact center up & running in a matter of weeks, rather than months, implies your agents will be able to start making calls and interact with customers across other digital channels sooner.
Most service providers offering cloud-based contact center solutions also provide implementation services or support. This will help implementation run even smoother, speeding up time to value for your new cloud contact center solution.
Along with an easier, faster implementation & deployment—cloud-based solutions are also easier to scale up than the traditional on-premise deployments. If there’s a sudden increase in inbound call volume, additional seats can easily be added to your existing center. Thus, bringing more agents on board during peak call seasons will help in increasing capacity.
Similarly, if you’re experiencing a lower than average volume of calls, you can easily remove agent seats as well. One of the most significant benefits of the scalability & flexibility a cloud-based solution provides is the ability to size up or down your business according to your current needs.
Improved Customer Experiences
Whether you’re willing or not for the digital transformation of your business, the main message these transformations are trying to get across is providing customers with stellar online experience matters. It’s hard for any business to ignore the importance of customer experience and the consequences it can bring along.
Bad customer experience results in decreased brand loyalty & lower satisfaction rates. On the other hand, a customer that had a positive online experience with your company/brand is more likely to continue using your services, leave a positive review, or recommend you to others.
Increased Agent Productivity
One final advantage of switching to a cloud contact center solution is increased agent’s productivity. Access to online databases that display the history of customer interaction across channels can help agents to resolve customers’ calls and other queries faster.
Rather than customers relying on the same pieces of information each time they call, your agents can access this contextual information ahead of time. Having access to all this information at their fingertips also help agents to reduce KPIs such as average handle time, first call resolution, and increase customer satisfaction rate.
Thus, the increased flexibility agents have in terms of remote working & the ability to carry out conversations with customers across multiple digital channels will also enable them to save time.