Customer service

5 Key Benefits of Cloud Contact Center 2.0

Enreach 14/04/2021
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As an evolution of Contact Center 1.0, which relied heavily on physical infrastructure and significant budget demands, Contact Center 2.0 is agile, scalable, and able to adapt to customer demands with much less friction.

What Key Benefits Does the Contact Center 2.0 Based on Cloud Technology Offer?
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 has high equipment requirements. With Contact Center 2.0, all you need is an Internet connection, which can be located anywhere in the world. That means cloud contact centers can have remote agents, freeing up companies to grow without worrying about physical space. In addition, it is easier to expand agents in multiple areas and offer support in more time zones.

Scaling as needed is as simple as adding a license and downloading software, as opposed to the hours it takes for the IT department to install each new desktop, which could also mean doing office work. Scaling down is just as easy, with far less infrastructure costs or requirements.

2) Help Agents Stay Agile

Contact Center 2.0 solutions are data-driven, helping to break down traditional silos to offer agents (as well as engineers, managers, and other team members) access to large databases. When data and systems interact, through the integration of CRMs, agents can find answers without switching screens or having to put 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 an update for everyone doesn’t keep them offline or prevent them from offering the service.

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

3) Expand to 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 text message support can be as simple as purchasing and activating a new module that’s on your dashboard.

According to some experts who specifically looked at these channels and how customer demand is growing beyond what any Contact Center 1.0 solution could offer, over the next 12 months, call center owners expect to provide a variety of support in almost all available channels:

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

One of the simplest benefits of a cloud contact center, especially for anyone who has worked on an outdated one, is that all agents have access to the latest software updates at the same time. With less time spent on updates, your IT team can strengthen security within its platform, protecting data and customers in a world where they have become prime targets. 

5) Be Ready for the Future

The many benefits of Contact Center 2.0, including real-time collaboration and simplified adoption of new channels and supporting technologies, help reduce infrastructure requirements and scale anywhere there is an Internet connection. For many, this results in reduced costs and a better customer experience (CX).

Best of all, it helps you take a more proactive approach to customer service. You can look to the horizon and try to see what comes next, instead of always looking back to put out fires, rewire buildings, or fight as hardware becomes obsolete.

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