As consumer expectations have changed concerning enterprise VoIP Contact Center interactions over the last several years, the industry has made modifications to its offerings and various infrastructures. To achieve increased customer satisfaction, a common trend has been for enterprises to move their contact center operations to cloud-based contact center solutions. In fact, DMG Consulting (comprised of industry-leading business strategists), projects that the number of cloud-based contact center infrastructure seats will grow by 25 percent in 2016 and 2017.
So what makes a cloud-based contact center such an appealing option for today’s enterprises? Here are just seven of the many advantages enterprises can enjoy when hosting enterprise VoIP contact centers in the Cloud:
1. Scalability and Flexibility
A large disadvantage of many on-premise enterprise VoIP contact centers is that they are limited by current technologies and available product add-ons. With this setup, it’s common to have to add equipment or additional software (if it’s even possible) to meet the changing needs of today’s organizations. But with cloud-based contact centers, as your enterprise grows, your contact center solution will grow right along with it. And as business needs change – whether up or down with seasonal volume variations – changes can be made quickly and easily through web-based portals; often in just minutes and at no additional charge to the company.
2. Increased Security
If enterprises are worried that their data will be less secure in the cloud, they have no cause for concern. Cloud contact centers are held to even higher standards than their on-premises counterparts. This is in order to maintain strict compliances with regulations like HIPAA and PCI, which are required of certain types of data, especially sensitive data found in the government, financial and healthcare industries. Therefore, state-of-the-art security systems with complex security protocols are the normal standards by which cloud contact centers operate.
Moreover, cloud-based contact center systems like those from West Unified Communications Services offer call recording which encrypts each call with digital certificates that the agent and authorized users can access. This access allows them to easily find and play back customer calls through a secure interface.
3. Better Manageability and Monitoring
Sophisticated recording and reporting tools come standard with most cloud-based contact centers. In fact WestUC’s Cisco Contact CE provides workforce management, quality monitoring and assurance, extensive reporting and dashboards -- which are critical to properly managing modern contact centers. Conversely, traditional on-premise contact centers often lack these capabilities, and are forced to rely on more resources to physically monitor the agents and fluctuating call volumes.
4. Maintenance is Handled
In a cloud-based contact center, maintenance is ongoing and handled in real-time – oftentimes behind the scenes or with the simple click of a button. As new features and releases become available, customers are able to benefit from the upgrades immediately, allowing them to stay up-to-date on the latest product improvements and next-gen features. These capabilities allow enterprises with a hosted contact center to improve on efficiencies and offer better capabilities and call-handling features, with little cost or interruption to their contact center system.
5. Faster Implementations
Gathering requirements, ordering and installing equipment and reconfiguring infrastructures are just a few of the many tasks involved in an on-premise deployment of a contact center. But with a cloud-based contact center, an enterprise can be up and running, usually in about a week.
When partnering with an industry leading cloud provider like WestUC, implementation experts walk companies through every step of the deployment process and are there to ensure the installation runs smoothly and completes successfully. In the first scenario – an on-premise contact center installation - enterprises are left to fend for themselves for weeks on end, or pay for additional training and support for their new system.
6. Ongoing Training and Support
And speaking of training and support, with a cloud-based contact center, ongoing training and support is often simply a part of the initial package. And through a top cloud-provider, companies will have 24/7/365 access to industry certified experts that can handle any support change or request.
7. Business Continuity/Disaster Recovery
When businesses rely on an on-premise contact center, they are gambling with their contact center communications. They are betting that it won’t fail, because if it does, they are unlikely to have a backup system in place to compensate for failures. However, with a cloud-based contact center solution, mirroring is in place using extra equipment at the cloud provider’s location in the event of an outage or complete failure situation. Additionally, the hosted solution allows for company numbers and DIDs to be forwarded to remote locations or other mobile phones, Active Directory (AD) is synchronized for phone directory retrievals, and customizable greetings can be modified for emergency notifications, if the need arises.
Today's omnichannel customer service experience needs a contact center solution that can keep the pace. West's cloud contact center options accommodate small inbound operations as well as scaling to large global enterprises.Advantages like scalability, flexibility and security make moving your enterprise contact center to the Cloud a very appealing option. Furthermore, today’s contact center managers need access to detailed reporting, ongoing maintenance, training and support, without having to call for reinforcements. Best of all, cloud-based contact centers take the worry out of potential disaster recovery scenarios, knowing the business will continue to operate, no matter the obstacle. It’s time to join the masses and move your enterprise contact center to the cloud…you’ll be glad you did!