The traditional call center technology involved heavy iron on-premise solutions that required huge efforts of teams. Individual support teams were required to look after management, installation, and configuring the entire infrastructure that consisted of inflexible systems.
In spite of support from multiple datacenters these solutions had no place for any redundancies. These extremely cost intensive call center solutions could only be afforded by organizations with ability to invest heavily and their domination continued for a long time.
Benefits of cloud adoption by call centers
Cloud adoption has revolutionized call center environment and call center organizations are now able to manage multi-location operations with ease. The cloud providers are able to scale up call center capacity instantly as per requirement.
It is found that combination of hosted and on-site software has not been able to deliver required capabilities. Moreover, many cloud hosting providers are not able to design a perfect combination of the two radically different solutions. There is also an issue of restricted resource availability in shared environments.
This leads us to a comprehensive and feature rich solution with ability to scale up or down according to needs while helping the call center provider cater to diverse industrial verticals. In terms of ability to concentrate on customer differentiating factors, cloud is a better resource than handling different telco service providers in addition to management of T1 ordering.
Cloud enables call center provider help customers design a multi-channel communication plan or a customized social media strategy instead of just handling routers or PBXs in a traditional environment. This may sound like a far-fetched daydream because in spite of cloud’s extensive capabilities, leaders of technology are reluctant to abandon reins of their technical resources for fear of losing controls.
Understanding distinct benefits of releasing controls
Owing to huge investments in traditional infrastructures, providers of call centers are not able to shift to cloud because they feel that the entire exercise will lead to loss of investments.
Practical use cases of cloud adoption by call center providers have benefitted call centers to acquire ability to expand rapidly to establish additional facilities in diverse locations. This ability empowers call center providers to leverage linguistic advantages of different geographical regions in addition to economy of labor.
By establishing call centers in developing regions it is possible to reduce rate of turnover to 25 percent as compared to 100 percent in developed countries. Cloud is also a great leveler because it allows small and medium sized organizations to compete with even fortune 500 companies.
Smaller call center providers can also provide state of the art features that were hitherto only affordable to large organizations. With cloud to take care of all infrastructure related tasks, call center professionals get more time to look after their customer needs to deliver quality and value through their services.
Understanding cloud-based call center
Software for cloud-based call center can be easily accessed from any location via internet. The software application is generally hosted by a third party provider. It obviates huge upfront investments in purchasing, operating, and maintaining hardware.
Instant set-up and virtual teams
It is very easy to deploy cloud-based call centers without absolutely no risk and costs involved in building traditional facilities. Legacy call centers are not only cost intensive but may take months for organizing, programming and launching. In contrast, a cloud-based call center can be setup within minutes with no hardware required.
Call centers in cloud help develop and deploy remotely located teams of call agents across time zones to enhance customer experience and mitigate costs. Any agent can accept routed calls and communicate with company’s network irrespective of his or her location and time.
Management of analog phone systems can be a daunting task particularly in a large setup with number of call centers or multi-location call agents. One can instantly scale a call center with cloud capabilities without incurring huge upfront costs.
Adding new teams of call agents or new phone lines is just a click away with cloud-based call centers. It enables unrestricted scalability to respond quickly to changing market scenario or varying demands of customers. You will be thus immune to unplanned events or seasonal swings.
Intuitive and easy to integrate systems
Unlike the previous software solutions that only focused on finishing the job, contemporary applications also focus on user-friendly nature of the software. This is the forte of cloud-based solutions that not only facilitate availability of technologically advanced solutions but also make sure that these are extremely user-friendly.
This has a direct impact on call agents efficiency because they are not required to grapple with inflexible legacy systems. Call center providers are able to pass on benefits of enterprise-level functionalities to call center agents.
Every call center has to depend on a wide spectrum of software solutions. It is not easy to integrate these applications in a traditional environment. However, cloud call center applications facilitate single click integrations in addition to host of efficient business tools.