Cloud is the new normal in most enterprises with most of them having moved to cloud or in the process of moving to the cloud and contact centers are no exception to this normal. Studies have shown that two-thirds of the contact centers are open to moving to the cloud. However, how do you know whether cloud migration is right for you?
7 Reasons for Contact Center Migration
We have tried to address some of the compelling reasons why you should consider moving to the cloud in this blog.
1. Cost, I Cannot Ignore You.
Cloud provides you the option to pay-as-you-go without any major upfront capital investments. The sweet spot however is cloud comes with no support costs, no upgrade costs, no licensing costs and no maintenance costs.
You just pay per user cost and you pay for the features used
2. Anywhere, Anyplace and Anytime
Flexibility to use cloud services from anywhere is something that organizations look at while moving to the cloud. This results in a flexible workforce and it’s a pain-free solution for deploying to multiple sites.
3. No Sweat While Scaling up and Down
Increase capacity during busy periods easily and can scale down just as easily, without having the need to pay for extra seats that are needed only temporarily.
4. Features, You Are the Key
Need to access all the latest features without having to spend for the upgrades is one of the biggest reasons for cloud migration. It is always updated and immediately available for the users. After all, cloud services depend on users to drive product acceptance.
5. Deploy in Hours and Days as Opposed to Months
Easy and simple deployment across all the locations without expensive IT staff. All you need is an Internet connection and a subscription to the cloud contact center platform and you are good to go.
6. Customer Experience Across Channels
Customer experience today is spread across all communication channels like phones, email, IVR, chats, chatbots and other forms of interactions. It is imperative that your call center is integrated with all forms of communication, which is most likely the case with cloud service platforms unlike the on-premise platform.
7. Compliance Is the Key to Success
Call center compliance is the potential minefield when you are looking at large customers. PCI, SOX, HIPAA, FCC, OFCOM, and various other compliances are enforced by the customers. A good cloud contact center software provider is agile and can easily adapt to required compliances easily and you as a business have the option of outsourcing the compliance headache to the platform provider.