A cloud contact centre is a software that is largely used to manage inbound and outbound multichannel client communications. In simpler terms, it would be known as a hub that helps with managing customer communications as well as customer support across several channels like social media, telephone, email, and live chat. Thanks to cloud contact centres, customer support teams that manage conversations across several channels from one platform. The term cloud is applied because these contact centres migrate to the cloud to make the most of cloud benefits like savings and flexibility. Cloud contact centres have become very popular recently with companies like Ziwo.io and many others offering some of the best solutions. Continue reading on to learn more on the importance and benefits of these contact centre hubs.
Benefits of cloud contact centres
Cloud contact centres are a better and more advanced alternative to on-premise call centres or traditional contact centres. This is because they provide the following benefits:
Quicker deployment and implementation
Cloud contact centres offer implementation and deployment packages that traditional contact centres do not offer. Such packages help you ensure that your contact centre is up and running within the least amount of time, mostly for a couple of days.
Management of remote agents
Cloud contact centres allow companies to employ and manage customer service agents from all over the world. This allows companies to go ahead and seek cheaper labour when it comes to customer service agents without compromising on the quality of the services that they offer thanks to the management abilities. With cloud contact centres, companies can distribute resources needed by the customer service teams, no matter where they are located in the world. The fact that companies are free to hire whoever they want for customer support also makes it easy for them to offer their clients round-the-clock customer support without incurring additional costs.
Improved security
In terms of security, cloud contact centres offer significant huge benefits. They give companies the ability to secure sensitive data in private clouds thus improved security. Less sensitive data can also be stored in public clouds. This allows companies to make the most of what cloud-based systems have to offer without compromising on security. Hybrid cloud contact centres are even more beneficial when it comes to improved security. Also, with the cloud, you need not worry about the physical safety of your customer support data. Even in cases of intrusion and events like fires, your information is safe on the cloud.
Furthermore, these cloud providers implement strong security measures like storing data in secure data centres. These features amplify the security of clients’ data. However, the cloud vendors have to work hand in hand with the organizations for security and data compliance.
Remote accessibility
Cloud contact centres provide remote accessibility. This makes it easy for agents to work from different locations. It also grants flexibility without compromising on security to organizations when it comes to managing distributed workforces.
Improved flexibility and scalability
With cloud contact centres, you have the freedom and ability to expand your contact centre. You can respond to larger request volumes and even function during holiday seasons and special events.
Easy maintenance of the contact centres
With these cloud contact centres, companies do not need to worry about the contact centre maintenance. Instead, it is the primary role of the contact centre vendor to maintain, update, and secure the systems. This definitely reduces the burden and workload on the organization. This is a major important benefit that premise-based contact centres do not offer.
Standardization of customer support services globally
It is equally important for a company to offer standardized customer services for all its clients, especially if the company has a global clientele. With a cloud contact centre, this is made possible with minimal resources. Companies can quickly and easily implement quality assurance procedures for their customer support services globally.
Final Words
Studies indicate that almost 50% of consumers indicate that they stopped interactions with specific companies because of poor customer service. This signifies the importance of an efficient contact centre able to handle the clientele. This is why a cloud contact centre is important as it addresses most customer service-related issues faced by companies. Therefore, a good cloud contact centre is critical and crucial for the long-term success and growth of a company.
