Customer service

5 Key Benefits of a Cloud Contact Center 2.0

Enreach 22/07/2021
Clock icon 3 min

The vast majority of call centers have moved to the cloud due to the many advantages it offers. In recent years, the introduction of new advanced technologies has facilitated the progression from Contact Center 1.0 to what is now known as “Contact Center 2.0”.

As an evolution of Contact Center 1.0, which relied heavily on physical infrastructure and significant budget demands, Contact Center 2.0 is agile, flexible, scalable, and capable of adapting to customer demands.

5 Key Benefits of a Cloud Contact Center 2.0
1) Keep Costs Affordable

One of the most important benefits of cloud technology is that it reduces costs over the life of the system compared to a platform that requires large equipment requirements. With Contact Center 2.0, you only need to have an Internet connection, thus being able to be located anywhere in the world. That means cloud call centers can use remote workers, freeing up companies to grow without physical space limitations. Plus, it’s easier to expand agents across multiple geographic areas and offer support in more time zones.

Scalability according to the needs of each company is as simple as adding a license and downloading software, without requiring the IT department to install each new desktop. Also, downscaling is just as easy, with far less infrastructure requirements or costs.

2) Help Maintain Agent Agility

Contact Center 2.0 solutions are data-driven, helping to break down traditional silos to give your agents (as well as engineers, managers, and other team members) access to vast knowledge bases. When data and systems interact, agents can find answers without switching screens or putting customers on hold.

Additionally, new support tools, such as chatbots, can be added to the overall system as needed, without having to change an agent’s hardware. Rolling out a blanket update doesn’t keep them offline or prevent them from offering the service.

Agents also value cloud platforms because they are intuitive and often similar to the software they use in their daily lives.

3) Satisfy Multichannel Customers

Thanks to electronic data exchanges and APIs, it is becoming easier to integrate new communication channels, such as messaging applications and social networks. Adding support for text messages can be as simple as purchasing and activating a new module that already exists. By activating a “button”, the team has the next channel that customers demand.

In fact, over the next 12 months, call center owners expect to offer a variety of customer service support on almost every available channel:

  • 66% email.
  • 61% chat.
  • 60% voice / telephone.
  • 52% social networks.
  • 47% text messages.
  • 44% video solutions.
4) Always Keep Up to Date

One of the simplest benefits of a cloud call center, especially for anyone who has worked in an outdated one, is that all agents have access to the latest software updates at the same time. With less time spent on updates, the IT team can take charge of improving and hardening security within the platform, protecting customer data.

5) Be Prepared for the Future

The many benefits of Contact Center 2.0, including real-time collaboration and the adoption of new support channels and technologies, help reduce infrastructure requirements and create scalability anywhere there is an Internet connection. For many, this equates to reduced costs and better levels of customer service. And best of all, it helps you take a more proactive approach to customer service.

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