The author of this post is located in the U.K.
As with the introduction of any new software, the transition to cloud technology in the contact centre will always raise logistical concerns. The number of chosen services, the level of compatibility with existing tech, and the ease of installation are all challenges that an enterprise has to overcome.
Fortunately, a report recently released by ContactBabel on cloud-based contact centres suggests that many of these concerns can be laid to rest by looking at the versatility that the Cloud can now offer. From the services themselves to the security and finances surrounding them, cloud providers like West are able to offer the contact centre an unprecedented level of flexibility to help avoid any expected pitfalls.
Pick n’ Mix
Cloud providers have recognised that versatility is of serious value to contact centres and are increasingly able to offer them scalable solutions; services like West’s Cloud Contact Pro allows contact centre directors and managers to select the exact services they need, rather than requiring the purchase of a set package, or relying on modular bolt-ons. This gives businesses with contact centres the opportunity to seek out “a balance between functionality, cost and flexibility” in their strategies.
Not so Hardware
This flexibility means that organisations are able to customise their selection of services, not only to suit their needs in terms of output, but also in terms of utilising existing hardware. Moving to the Cloud does not mean that you have to completely rip out and replace all of your on-premises technology. Cloud services that are compatible with existing contact centre systems can now be specifically selected, allowing a gentle introduction into the cloud, rather than forcing the contact centre to pay for unwanted hardware or services. This comes as especially good news to departmental contact centres that may not have the same hardware as other sections of the business, as they are able to access connectivity that bridges the technological gap.
Safe and Sound
The same is true of security, which ContactBabel suggests is among the most important factors holding back the movement to the Cloud. Contact centres are now able to save both money and resources by not spending on unnecessary protection, scaling back security services to suit them. Equally, should a business wish to invest in a more comprehensive defence, they are able to upscale as they see fit. Organisations with contact centres have recognised that cloud-based solution providers invest very heavily in physical and logical security, and that expert providers like West are able to offer them as much security as they feel they need.
As the cloud solutions package scales to suit the contact centre, so does the price. Cloud services are now flexible to the point of a pay-per-use model that allows business to transition to the Cloud with low risk, allowing them to avoid the drawbacks of spending excessive amounts of time and money. A contact centre can upscale or downsize its services depending on traffic, and with cloud-based solutions they can do this on a daily or even intradaily basis. This model has been particularly successful with centres designed for outbound sales, as it gives a business greater control over its profit margins.
This all goes to show that versatility is one of the main strengths of the cloud solution business model. The cloud allows contact centre to scale services, security, and cost to their exact needs, without any unnecessary pressures. As ContactBabel suggests, “scalability is key”; the versatility of the products offered by cloud providers is comforting in its scope and looks set to help the industry continue to bloom.
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