5 Reasons you should consider a Cloud Contact Center

Moving to the Cloud is a way of acquiring technology that will allow you to focus on your core business—not on building server rooms or software stacks. Cloud contact center software removes the burden of managing complex telephony networks and infrastructure thus freeing you up to look after what matters most to you; your customers. A cloud contact center offers many if not all of the same tools, features, and capabilities that you are familiar with from a traditional contact center. By moving the deployment model of your contact center software to Cloud, you can access a whole new set of advantages. So, what are the advantages Of A Cloud Contact Center?

Let’s run through the 5 benefits of a Cloud Contact Center

1. Rapid Deployment

Whenever a new technology is deployed in an on-premise data center, there are certain roadblocks to overcome. The IT team must provision compute and storage resources, install the application, apply necessary configurations, and test the new technology. This process can take weeks or months to accomplish. Meanwhile, the contact center can only wait around until the new technology is ready.
The cloud circumvents many of these delays because companies are offering cloud contact center applications as a service instead of an out-of-the-box solution. In most cases, the application is ready to go. The contact center just needs to access it. Resources are provisioned with just a few clicks, and there’s no new hardware to purchase and install except for the IP Phones and Headsets. A cloud contact center cuts deployment time down to days rather than weeks or months.

2. Scale Up or Down

With an on-premise contact center, scalability can be a challenge. Should the contact center rapidly expand and outgrow its resource allotment, scaling up your contact center involves a similar process as deploying it in the first place. New resources must be provisioned and new configurations must be made. In the cloud, server resources are ready to be deployed on-demand. This means that if your contact center needs more IT resources, the cloud provider has more than you could ever need. Simply by purchasing new licenses online, a cloud contact center can scale up or scale down to the precise size for your operation as and when you need it.

3. Remote Agents – Work from Anywhere

Remote agents have proven exceptionally valuable in modern contact centers. Establishing a remote or home agent program offers the opportunity to expand your hiring range to the entire country or even globally instead of merely looking for candidates within the small area around your office. For an on-premise server-based solution, it can be difficult to properly connect remote agents to the centralized contact center application without deploying a VPN or similar networking tool. The cloud contact center offers a simpler option. Because these applications are often provided as a service, agents can connect to the platform, wherever they may be, using only a standard internet connection.

4. Business Continuity

When a contact center is in the cloud, should the worst happen during a disaster and render the office unusable for a time, the agents can still access the contact center platform. When paired with remote agent capabilities, the contact center can operate as normal. Instead of calling off of work, the agents can simply stay home and work remotely.

5. Operation Expenses Pay per Use Subscription Model

Instead of large, up-front capital investments, most cloud contact center solutions are being offered as a subscription model. The contact center can access a full-featured platform for a modest and predictable monthly fee.

A research report by Markets and Markets shows that the cloud-based contact center market is estimated to grow from USD 5.43 billion in 2016 to USD 15.67 billion by 2021, at a compound annual growth rate (CAGR) of 23.6 percent. The report also shows that the Asia-Pacific region is expected to grow at the highest rate during the forecast period due to the growing acceptance of cloud-based solutions.