The call center business is one of the integral parts of the dynamic IT-enabled industry. As call centers play a key role in sustaining long-term customer relations management, the focal point of all customer interactions has shifted to a specific type of contact centers that deploy cloud-hosted contact centers along with conventional on-premise centers. Many companies are now focusing on incorporating cloud-based call center software as part of their customer relationship management program, not because of the features but for the several advantages they offer. In this blog post, we discuss three key benefits of cloud-hosted contact centers.
1. Easy Deployment and Cost-effectiveness
In an on-premise call center system, complete IT infrastructure includes hardware and software need to be purchased or leased, depreciated, patched for bugs, upgraded every year and requires extensive on-site staff for the maintenance. This, in turn, involves huge capital investment and may prove to be quite time-consuming. On the contrary, a cloud-based call center is easy to deploy and doesn’t involve any upfront cost as all services are offered by the vendor through the Internet. All that required for a cloud-based call center is computer and an Internet connection to access cloud-hosted contact center services. Service users can choose the services they want and pay for only those which they need. This is more cost-effective because the IT spending is low as compared to on-premise contact centers and results in better return on investment.
2. Scalability
In the life cycle of a call center, there comes a time when almost every call center has to face higher than usual traffic, retail seasonality, or a new product release, among others. During such peak days call centers with on-premise systems are often forced to add more hardware/ software and agents to handle an increased call flow. Unfortunately, when the call rate drops, this additional expense results in wastage of resources. This is when cloud-based call centers come across as an ideal choice, as with monthly expense in cloud-based systems, call center operations can be easily streamlined with seasonality and growth while ensuring that a call is not missed due to call capacity limitation.
3. Disaster Recovery (DR)
Every lost call in a contact center results in loss of business. There can be a power outage at anytime, telecom and data lines go down, bad weather can make it hard for employees to reach their workplace, and taking care of all such issues is expensive and inexact science. The surety of call centers being operational throughout is perhaps the most significant benefit the cloud-based system can deliver. Despite all these issues, the cloud-based call centers will continue to accept and queue calls, play messages, and route calls to available locations.
Conclusion
Given the benefits of cloud-based system, discerning business executives are considering moving to the cloud-based technology to gain benefits that on-premise solutions can’t provide.
In addition, with unpredictable issues, volatile economic conditions, constantly evolving technology, unforeseen weather conditions and natural disasters, if you haven’t given it a thought it is high time you consider moving to cloud-based solution. Last but not the least, make sure the vendor you choose for all cloud-based services is a reliable name in the industry.
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