Why Companies Turn to Cloud Contact Centers

If anyone had any doubts about the fact that contact centers and their technology were moving to the cloud, the recent AVANT Analytics report on the future of the call center as a service (CCaaS) shows that it is something. that is already happening and will continue to do so in the future.

The CCaaS Market

The CCaaS market currently accounts for more than $ 3 billion in global sales, with some predictions anticipating that sales will reach $ 10.5 billion in 2027. The AVANT report is designed to help decision makers IT decision makers to evaluate whether a technology solution is a viable option for your company during 2022.

According to research, CCaaS has recently emerged as a necessary adoption for organizations in various industries, and most IT decision makers plan to implement CCaaS solutions in the next 12 months.

More specifically, it shows that technology buyers are more likely to opt for CCaaS technology when a current contract is nearing its expiration date (30% of respondents) or when a legacy system warranty expires (30%). In this regard, the report suggests that clients are looking to ditch the management of conventional call center solutions and explore more advanced technological solutions such as Artificial Intelligence (AI) to improve the customer experience (CX).

Outstanding Figures:

• 32% of IT decision makers seek CCaaS to enable or expand their remote workforce.
• 51% plan to invest in a new call center system because its current configuration lacks functionality.
• Artificial Intelligence (AI) has become a key factor in driving wider adoption.

CCaaS systems are evolving and continually receive performance improvements in their intelligent routing engines and predictive dialing capabilities from technologies such as AI, voice / text analytics, and virtual personality mapping. In addition, connectivity rates, CX, and extension capabilities improve.

Why Choose CCaaS

Contact center providers are looking to expand their capabilities, both to gain access to talent and to reduce traditional costs. In 2022, cloud contact center solutions will continue to evolve. They are now integrated with the latest technologies such as automation, conversational AI, and machine learning, and have built-in analytics and CX modules to enhance the agent and customer experience. Most offer workforce management capabilities so companies don’t have to combine disparate solutions to manage customer service and integrated survey applications to get real-time feedback.

Cloud solutions can be easily scaled up and down to accommodate the number of agent seats and channels required. They also offer price transparency, with a pay-as-you-go model and the ability to add modules as needed.

Built-in APIs make integration easy. Cloud contact center solutions can be quickly integrated with existing infrastructure and CRM systems. CCaaS providers are working with channel partners or creating their own consulting teams to help clients migrate from on-premises infrastructure to the cloud or integrate their solutions with the client’s existing infrastructure.

Cloud solutions are easy to implement, manage, and learn. CCaaS allows companies to set up their call centers in a few hours, and the appearance of low-code / no-code allows agents to use these solutions without difficulty.

Contact Center in the Cloud

Call centers can use cloud technology to be more flexible while saving money, but migrating to the cloud is only half the process. Understanding how to create cloud-enabled next-generation customer and employee experiences is the real benefit. What actions should be taken?

• Plan the Overall Consumer Experience: Customer journey analysis tools can use open APIs in the cloud to help find opportunities for improvement in each interaction. Analyzing each user journey can provide more proactive and personalized experiences.

• Activate Digital Workers: AI in the cloud integrates all the systems that affect the customer experience and allows the use of intelligent virtual assistants that can interpret and process natural language.

• Increase Agent Efficiency: Call centers can use sophisticated technology to improve agent efficiency in a cloud environment. Agent desktops and processes can be automated, allowing them to focus on efficiently solving customer problems. Meanwhile, AI-powered virtual assistants listen to customer conversations and can quickly provide agents with suggested answers.

• Automate the Back-Office: In the cloud, automation works smarter. Back-office efficiency and productivity can be improved by using bots for data validation, transaction processing, and process optimization. RPA technologies automate administrative tasks and reduce human error in areas such as case triage, inquiries, calculations, and basic transaction and record keeping.

Cloud Computing gives companies the flexibility they need to compete in an ever-changing market, but they have a big task ahead of them: to adapt quickly to the new needs of customers, technologies and ways of working. The cloud provides true flexibility and lays the foundation for using new customer service methods in the future. For contact centers to be effective and meet the needs of both businesses and their customers, they must move to the cloud rather than reinvest in outdated technology.