3 min
The demand for cloud-based contact center solutions is expected to increase in the coming years, as it offers benefits such as flexibility, scalability, and low cost of setup and installation. Many of the companies in all industries have embraced the work-from-home model to safeguard employee well-being and maintain operational efficiency, thus increasing the demand for cloud-based solutions.
Increasing Adoption of SMAC Technologies
Call centers are rapidly evolving from primary models where operations are implemented in a single channel to multi-channel multifunction units to handle customer relationship management.
Modern-day contact centers handle incoming and outgoing calls, emails, web inquiries, and live chats all over the world. To achieve better results, organizations infuse their call centers with robust social media, mobile device, analytics, and cloud (SMAC) technologies. These technologies enable organizations to expand the agility of their business operations by addressing dynamic customer preferences and the need for multichannel consistency.
Modern call centers focus on providing skills such as communication as a service, social media capabilities to handle queries generated on them, access to smartphones to provide contact center agents with the right information in real time, and enabling videoconferences to participate in meetings, among others.
Benefits of Cloud Solutions
The greater reliability, flexibility, scalability and security, together with the notable cost savings, are the great benefits that are attracting more and more companies of any size and any economic sector to opt for cloud-based contact center infrastructures. But, in addition, they offer a series of strategic benefits that go further:
- Greater business agility, since the cloud makes it easier for companies to react to changes in geography, personnel, and so on.
- More flexible and creative pricing plans that respond to business needs, reduce costs, and stimulate adoption.
- Rapid implementation, since the acquisition of new equipment, systems or facilities is not required.
- Reduction of maintenance and management costs; resources can be easily reallocated to other projects.
Added Value of Cloud Contact Centers
Along with the aforementioned strategic benefits, the adoption of cloud solutions provides added value for contact centers of any company and sector, while new cloud-based technologies facilitate interactions with customers, resulting in friendlier and more economic, while thereby facilitating and promoting customer service that leads to full satisfaction and loyalty. And this is possible thanks to:
- Omnichannel experience, capable of combining all support and communication channels into a perfect customer experience.
- Possibility of offering 24/7 support.
- Integration with third party CRM platforms.
- Real-time monitoring of agent performance.
- It facilitates and encourages remote work, which in turn reduces the attrition rate, increases productivity, reduces costs, and increases employee satisfaction and retention.
Agent-Customer Proximity and Telecommuting
On the other hand, this greater trend towards telecommuting, favored by the greater adoption of cloud solutions, is also promoting a new definition of “work center”, and favoring a rapprochement between the agent and the client.
In this sense, more and more companies are opting for the implementation of contact centers in multiple locations, albeit in a moderate way, as numerous studies reveal that customers feel more comfortable and trust more in agents who express themselves and behave accordingly with the same or similar regional characteristics.
Thus, this is also a factor that substantially improves the customer experience and therefore stimulates the increase in remote work. So much so that it is estimated that during the next year, at least one in four companies will have a considerable volume of employees who will carry out their tasks from a distance.
Towards a More Effective and Efficient Customer Experience
Consequently, from all of the above we can deduce a clear tendency for Cloud Contact Centers to achieve an increasingly effective and efficient customer experience (CX), which awakens in them a maximum degree of satisfaction, and increases their loyalty. To achieve this ambitious goal, agents are the face of the business, but it is technology that allows them to reach and show themselves to customers.
Therefore, it is technology that helps success, and that is why call centers are constantly evolving to create a more efficient, more effective and, above all, customer-centric experience.
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