A cloud-based call centre is an all-new alternative to the on-premise call centres—these work using the latest communication technology to meet and exceed the expectations of their customers continually.
In case your business still runs on traditional call centre technology, then you should be aware of the limitations that your system faces. Traditional systems prevent businesses from adding various new channels like Facebook Messenger, SMS, and likewise, or even let them update their phone-book without any hassle.
Benefits of Incorporating Cloud Call Centre Solutions
That is why companies opt for cloud call centres solutions to make their business more productive. With the help of communications APIs, multiple businesses can now incorporate cloud call centre solutions in their system to operate their business faster and easier. Through this solution, businesses can add new channels and features as they need in comparatively less time than writing an RFP. A cloud-based call centre is built with APIs that empower modern communications. Let us take a look at some of the major benefits of this new approach.
- Greater scalability:
Companies can witness true scalability when they shift to cloud call centre solutions due to its on-demand nature. For instance, if the contact centre suddenly experiences a hefty volume of cases compared to other times such as during weekends or holidays, additional agents can be effortlessly employed based on the requirements of the said situation. This offers the opportunity of unlimited scalability.
- Improved agent efficiency:
Both the employees and the company have the option to experience excellent efficiency when they use a cloud-based solution. Features, such as prioritized call-backs, IVR, and ACD, help in saving the time of the agents. On the other hand, efficient routing simultaneously matches the most qualified associates with the customers for providing an optimal customer experience. An intuitive interface also empowers the agents to regulate customer data across a variety of channels that also helps them to resolve challenging cases with better precision.
- Greater agent versatility:
Cloud solutions are not only easy to install and setup, but they can also be used immediately after installation. This enables greater agent versatility by offering data and processing functionality on a daily on-demand basis. This enables the brands to employ associates virtually from anywhere across the globe and provide 24/7 effective customer support. The best thing about hosted solutions is that employees working from a variety of customer contact centres or any location whatsoever can work together effectively in real-time. This provides brands with maximum efficiency and greater flexibility at once.
- Reduced Costs
There is no denial that cloud-based solutions are extremely cost-effective because they can significantly reduce the upfront expenses that the on-premise solutions fail to do. Hosted cloud solutions can be upgraded without spending heavily behind it. This enables contact centres to lower costs and integrate platforms by subscribing to a pay-as-you-go consumption plan.
Apart from this, cloud-based solutions also offer various other benefits, such as it frees up the IT team, offers better and easier remote workforce communication, better customer experience, and more. Businesses of all sizes can enjoy the mind-blowing benefits of cloud call centre solutions at cost-effective rates. This technology is predicted to achieve a global valuation of nearly $15.67 billion within the next year.