2016-11

5 ways cloud technology is changing contact centres

by The Salmat Team
 | 
10 November 2016

Contact centres have embraced cloud technology at such a rate that it’s become the new normal – is it time for you to make the move?

The number of contact centres using cloud-based technology is growing fast; Frost & Sullivan predicts the Australian market will grow at a CAGR of 35% until 2021. Whether it’s CRM, computer telephony integration (CTI), an interactive voice recording (IVR), or payment processing, cloud-based infrastructure is fast becoming the norm, rather than the exception. Here are five ways cloud technology is changing contact centres.

1. Flexible cost model

The capital costs of setting up a call centre used to be a large part of an organisation’s customer service budget. The hardware, software, and training were all expensive, and once purchased, the technology was set in stone until the next refresh cycle.

2. Usage-based pricing

With a cloud-based contact centre, not only do you pay as you go, you also tend to pay for only what you use. This flexibility makes cloud technology cheaper, and it ensures it’s easier to deploy right from the beginning.

The number of licences being paid for can scale according to your call centre’s needs. And with the cloud, instead of it taking days to provision a new seat, additional capacity can be added in minutes with a few mouse clicks.

3. Flexible working arrangements

While the scalability of the cloud works best for organisations with seasonal peaks and troughs of demand, it also makes it easy to have home-based customer service agents for overflow or peak periods. Or why not save on bricks and mortar by having an entirely home-based contact centre?

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Either way, flexible working improves staff engagement and morale, and can even enable your company to keep experienced staff, such as parents with young children, on the payroll.

4. Availability and redundancy

High levels of redundancy are expensive, and most small businesses simply can’t afford the hardware and IT management skills needed to provide 99.9% uptime, let alone carrier-grade 99.999%. Cloud-based systems mean even smaller companies can achieve ‘three nines’ or even ‘five nines’ uptime.

5. Secure by design

Managing a contact centre is your business, not security. For a cloud provider, however, security is their core business – in fact, if they’re not secure, then they’ll be out of business.

As a result, cloud-based call centre providers will more than likely do a better job of security than you’d be able to. They have the scale to employ dedicated security teams in-house and can deploy cutting-edge products, like biometrics, which most organisations lack the resources to implement.

The cloud is here to stay, and it will be a key technology platform for years to come. If your organisation is running a contact centre but hasn’t deployed a cloud-based solution yet, then check out Salmat's innovative cloud-based contact centre technologies. Contact us today by calling 1300 725 628 or get a quote.

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About the author
The Salmat Team

Salmat is a marketing services business that helps clients with the constant pressure of acquiring customers, week-in, week-out. With media, digital and customer service capabilities, we manage the fundamentals to ensure this happens like clockwork.

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