What is a cloud contact centre and what are its benefits?

Level: Beginner

A cloud contact centre is a customer service solution that allows us to receive and send calls and messages via digital channels (such as chat, WhatsApp and email) over the internet. Because it’s hosted in the cloud, we don’t need physical servers or a switchboard, nor do we need to worry about maintaining and updating them.

The transition from on-premises to the cloud in Spain was gradual until the arrival of the COVID-19 pandemic, when more than three billion Spaniards worked from home. The need to manage services and teams remotelyforced many call centres to migrate to the cloud.

BENEFITS OF THE CLOUD CONTACT CENTRE

1. GREATER ACCESSIBILITY

One of the main advantages is that we can work from anywhere in the world, as long as we have an Internet connection, a computer and headphones.

2. MORE SCALABILITY

With less hardware, we can increase headcount during peak service periods or expand our business to other countries without having to buy more phone terminals.

3. LESS MAINTENANCE

Our provider takes care of software maintenance and updates, so we don’t need to employ a technical team for these processes.

4. LOWER RUNNING COSTS

In addition to not having to invest in hardware or pay for licences, the most common model for cloud-based services is pay-as-you-go, so we can only subscribe to the features we need.

5. MORE INTEGRATIONS

Speaking of the operational level, cloud contact centres offer APIs and integration tools that make it easy to connect to other existing systems, such as a customer relationship management (CRM) system.

6. MORE SECURITY

Contrary to popular belief, data is much more vulnerable on a company’s local server than in a cloud-hosted data centre. These providers are subject to very strict GDPR or HIPAA regulations and have the highest security infrastructures.

7. FIND OUT MORE

The vast majority of customer service software providers have real-time service status information, allowing us to make immediate adjustments to meet SLAs and make informed decisions at a brand level.

WANT TO MIGRATE YOUR ON-PREMISES CONTACT CENTRE TO THE CLOUD?

We have helped many contact centres go digital over our 20 years in the industry, so if you are unsure about how to migrate your services to the cloud, do not hesitate to contact our team of experts.