5 Reasons Why You Should Upgrade to Cloud-based Contact Center

5 Reasons to Move to a Cloud-based Contact Center
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Contact center interaction management software is making the rounds with many enterprises. Software vendors who deal with these types of products are predicting a growth rate of 20% for cloud-based solutions while not anticipating any growth for on-premise solutions. It has become an inevitable need for consumers to be connected to contact center agents through the channel they prefer. The advantage of going to the cloud for such applications is the system is agile and flexible, allowing centers to focus on customers and not on technology.

The key factors for CCIM are:

Industry growth

The industry is growing and becoming increasingly mature. This is evident from the fact that more centers are moving from on-premise systems to cloud-based systems on Amazon Web Services.

Agility

Software vendors have indicated that the software-as-a-service model is in demand, and companies prefer to go for an agile software instead of limiting their attention to cost-saving solutions.

Dedicated service provider

Most contact centers can benefit from having a dedicated solutions architect from the service provider who is constantly working on a clearly defined roadmap. However, companies should also have validation and evaluation teams who can check technology compliance and procedures.

Enhanced flexibility

Cloud-based systems are more flexible, and this allows contact center managers to revisit or change plans whenever there is a shift in business priorities. Another challenge that contact centers face is the addition of new capacity which can be quickly addressed when working on an enterprise cloud platform.

Improved customer satisfaction

Cloud-based systems give an option for customers to choose the channel of interaction with agents. For agents, it becomes easy to add new channels according to customer requirements.

Spend vs. Usage alignment

There are many contact centers that work on multiple shifts for large companies. Having a cloud-based system allows scalability according to data usage. The spending is completely in line with usage and totally depended on volume. Thus, any time there is a spike in volume, an increase in usage capacity is the result.

While a pure SaaS model meets the needs of small and medium-sized contact centers, the emergence of hybrid models shows that the market is moving toward larger contact centers.

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Anirudh Menon
Anirudh Menon
I have adorned multiple hats during my professional journey. My experience of 14 years comes in areas like Sales, Customer Service and Marketing. My journey as a professional writer started 5 years back, when I started writing for an in-house magazine for my employer. Having successfully delivered many in-house projects, it encouraged me to take my skill to the world. As on day, I have written articles, blogs website content for various industries like Information Technology, Start-up, Retail and Government. The subjects that I have covered range from Digital Marketing, SAP Cloud Platform, Cloud Computing, Content Marketing , Politics. Enhancement is a process and I constantly thrive to add more subjects in my portfolio. Over and above content writing, I also train language and communication to students who want to brush up their speaking skills. I am a part time trainer for IELTS coaching and also work as a budding voice over artist.

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