Head of Applications Consulting IPI
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6 reasons to move to a cloud contact centre

17th Sep 2020
Head of Applications Consulting IPI
Blogger
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Contact centres form an integral part of the customer journey and help pave the way for business success. But in order to meet rising customer expectations and manage existing contact centre operations, you must first have the right technology in place, and as on-premise solutions age, limiting customer communication channels and affecting business operations, delivering effortless customer experiences can be tricky.

In addition, if your current contact centre software means you are managing systems and customer channels separately and the solutions can’t keep up with your business demands, it might be time to make some big changes and turn to the cloud. Below are some of the biggest reasons why a cloud contact centre could be right for you:

1. If you’re after greater flexibility and less complexity

On-premise solutions, with their complex pricing models and contract terms, can make upgrading your contact centre confusing and frustrating. Migrating to a cloud-native contact centre is far simpler, and does away with long-term contracts or hidden, complex pricing structures.

With cloud solutions, you’ll also be avoiding siloed applications and the need to repeat information to customers and agents. Equipping agents with the information and tools they need — channels, interaction types, customer context and performance insights — lets them deliver the experience your customers deserve.

2. If you want less reliance on IT and more efficient operations 

In today’s hyper-competitive world, where quicker, better and more efficient responses are in high-demand, it’s key that you have the tools to keep pace with customer expectations. Instead of relying on valuable IT resources to help with the likes of contact flows and queues, there are numerous cloud products out there that don’t require IT expertise, providing instead a user-friendly interface that empowers employees to respond quickly to ever-changing customer expectations.

Such tools also make your teams much more efficient and aligned, easily connecting them and enabling smarter collaboration. As well as supporting unified communications, cloud contact centre technology can also help with automating forecasting and scheduling across channels to optimise productivity and deliver on SLAs within budget, helping you remain competitive.

When it comes to upgrades too, cloud software does away with the clunky updates of on-premise applications that can be difficult to keep on top of. Instead, with the cloud, upgrades and software additions are done automatically, saving you time and hassle.

3. If you want quick implementation and are looking to grow 

Cloud solutions don’t need the large amounts of time and resources required to implement complex on-premise solutions. Cloud-based contact centres can be up and running in a matter of weeks, without any in-depth training required and with no loss of business.

In addition, cloud technology is extensible and configurable in both capacity and capabilities so it grows with a business as it scales. Integrations can be easily implemented and new functionalities can be added with a click of a button – whatever technology best serves your contact centre’s needs is readily available at your fingertips.

4. If you want data-driven insights 

Compiling data is all very well and good, but if you’re unable to analyse it and act on it in real-time, then you will achieve very few actionable insights. Cloud-based solutions can provide real-time stats and reveal critical insights into what’s happening on the ground. Interactive dashboards for example, provide a consolidated view of customers, agents and interactions – across all media types – better equipping employees to make informed decisions and allowing useful information to be accessible at a time that suits you.

5. If you want a human-centred customer experience 

Many on-premise solutions often see agents navigating the complexities of disparate programmes. If an agent’s time is consumed with moving between software applications and communication channels, they’ll struggle to meet customers’ needs, so it’s vital that agents have the ability to handle different types of conversations simultaneously with tools like customer co-browse and screen share. With more time on their hands by not having to navigate complex systems, agents will have more time to spend connecting with customers to deliver them a genuine and personalised customer experience.

6. If you want happy employees and customers 

Agents have been trained to deliver a great customer experience, so help them to perform at their best with the right technology. Automated cloud solutions – such as RPA tools and chatbots – can automate some repetitive tasks for agents, whilst also allowing them to seamlessly switch among tasks and concurrently monitor and manage the entire customer journey. Not only will this enable them to perform better, but they will be more engaged, and with communication and collaboration tools like chat and video message, agents will be a stronger, happier team.

Happy agents also mean happy customers. In addition, by using cloud-based tools to enable multi-channel communication with customers who want to interact with your organisation across mobile devices, social media, chat and email, you’ll be going above and beyond their expectations. By unifying all communication channels, interactions and work items through a single interface and omnichannel routing, you’ll also be able to design, monitor and tune the entire customer journey to suit your business needs, delivering a consistent, omnichannel customer experience in the process.

As customer expectations continue to evolve, now is the time to consider how to best support them while delivering a seamless customer experience. While a full cloud contact centre may not be possible for every organisation, it’s always worthwhile taking the time to see where elements of the customer journey can be adapted for the cloud and imbued with the latest technological innovation.

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