The trends in call center technologies keep changing from time to time. No enterprise can impress, engage, and retain customers without adopting the emerging call center trends early. The businesses can further remain relevant and competitive in the long run by switching to the sophisticated call center technologies. At present, cloud computing is one of the hottest trends in call center technologies. The number of enterprises switching from on-premise call centers to cloud hosted call centers has been increasing consistently.
According to a recent press release by MarketWatch.com, “Globally, the cloud-based contact center market is expected to grow from USD 6.47 billion in 2017 to USD 24.11 billion by 2023, at a CAGR of 25% during the forecast period.” Unlike on-premise call centers, cloud-based call centers do not require businesses to take care of installation, maintenance, and upgrading of hardware, software, and dedicated servers. The users can access the call centers hosted in the cloud as an application on their computers and mobile devices.
The businesses can enable their agents to access the call center solution anytime and anywhere over the internet with adequate bandwidth. The agents can access common features provided by on-premise call centers – call transfer, call holding, call logging, conferences and waiting music. At the same time, the cloud hosted call center solutions come with a set of sophisticated features like smart IVR, live call monitoring, and click-to-call. There are a number of factors contribute immensely towards keeping cloud hosted call centers relevant in the long run.
Why Cloud Hosted Call Centers Will Remain Relevant in the Long Run?
Accelerate Deployment and Management
While setting up an on-premise call center, the business needs to invest in sophisticated hardware, compatible software, and dedicated servers. It even has to deploy skilled technicians to implement and test the onsite call centers accurately. Hence, enterprises need to invest extra resources and funds for deploying onsite call centers. But the cloud-based contact center solutions can be accessed as software on a variety of devices over the internet. The users can access the software directly without dealing with complex configuration.
Easy to Scale and Customize
Often businesses need to invest extra resources for scaling and customizing their on-premise call centers. Despite spending on additional hardware, enterprises find it challenging to optimize the call centers according current call volumes. The cloud-based contact center solutions are more scalable and customizable than onsite call centers. The businesses can deploy, extend and modify the cloud-based solutions without investing in extra hardware. They can take advantage of the new age call center technology to work with remote agents when the call volume surges.
Enhance Reliability and Availability
Many business owners believe that on-premise call centers are more reliable and stable then cloud-based contact centers as they have greater control over all aspects. But reliability and availability of onsite call centers depend on the functioning of physical hardware and compatible software. The cloud-based contact center solutions do not rely on specific hardware or software. Hence, the call quality and call center availability is not impacted by failings of underlying hardware and software. The cloud-based contact center solutions operate optimally when the internet connection is strong and the available bandwidth is sufficient. The businesses can further enhance reliability and availability of cloud hosted contact centers by optimizing internet connectivity.
Many enterprises opt for onsite call centers features like call transfer, conference call, call holding, call logging and waiting music. In addition to these common features, cloud hosted call center solutions have the advantage of a set of advanced features – smart IVR, live call monitoring, and click-to-call.
The smart IVR applications boost agent productivity and accelerate call resolution through precise call routing. The call monitoring feature helps supervisors to take a better data-driven decision by analyzing both recorded and live calls. At the same time, the click-to-call feature enables customers to avail customer service at their own pace by requesting callback. The cloud-based contact center solutions further evolve continuously to deliver new and improved functionalities.
Boost Agent Productivity
The cloud technologies help businesses to improve agent productivity and maximize agent utilization. Many enterprises leverage cloud-based contact center solutions to improve agent productivity through unified communications, intuitive and simple dashboard, and flexibility. The integrated dashboards provided by the cloud-based contact center solutions help agent to access customer data almost instantaneously. At the same time, the call monitoring features provided by the software help supervisors to monitor call quality in real time and provide timely-assistance.
Improve Information Security and Privacy
Many decision makers still believe that on-premise call centers are more effective in keeping customer data secured since they have in-house data servers/data centers. But they need to invest heavily (efforts and costs both) to maintain these data servers. The cloud-based contact center solution providers help businesses to protect their customer data by outsourcing data-centers. Unlike onsite call centers, cloud-based contact center solutions protect business workflow and ensure business continuity in case of natural disasters and similar disruptive events. The leading cloud service providers further upskill their staff and upgrade the security mechanisms to protect data from emerging security threats.
Bring Down Overall Cost
Many small businesses and start-ups opt for cloud-based contact center solutions to save money. Unlike onsite call centers, cloud hosted contact center solutions do not require businesses to invest in hardware and servers. In addition to reducing onsite installation time and cost, the cloud-based solutions further help businesses to avail storage and computing resources on pay-as-you-use pricing from third-party service providers. The enterprises can run their call centers efficiently by setting up a strong internet connection with adequate bandwidth. They can further update or change the solution according to their current telecommunication needs.
More and more enterprises are expected to switch from on-premise call centers to cloud hosted call center in future. Both existing and new businesses opt for cloud hosted call centers to avail benefits in terms of functionality, flexibility, scalability, cost and security. However, many analysts believe that the providers need to focus on creating awareness about cloud-based contact centers and mitigate risk of information loss to sustain market expansion and growth.