Let Your Customers Know How Much You Care: Cloud Contact Center Solution

Posted by ryan on April 12th, 2019

As the global cloud market continues to grow at a rapid pace, cloud contact center solution has emerged as a robust tool in delivering superior customer experiences. According to a Forrester report, the global cloud market will reach 6 billion by 2020. A cloud contact center offers the same tools, features, and capabilities as traditional contact centers, but the main point of difference between the two is cloud, a platform with limitless opportunities.

A contact center solution can provide you a whole new set of advantages, so let us take a roundup of all the advantages of a cloud contact center solution:

Enhanced Agent Efficiency

Cloud solutions are easy to set up and enable greater agent versatility. And in addition to enhanced versatility in working conditions, agents experience significant efficiency when using a cloud solution. Easy to understand interface empowers agents to handle customer data across different channels and helps them handle cases with greater accuracy.

Increased Scalability

On-demand nature of cloud contact center solutions allows absolute scalability when required. For instance, when contact centers are flooded with large volume of calls than usual, additional agents can be easily employed as required to keep up with the increased demand, thus facilitating unlimited scalability.

Improved Security

Cloud contact center solutions come with an amazing benefit of enhanced security. For example, hybrid cloud solutions provide businesses the required flexibility of safeguarding sensitive data on a private cloud while storing less sensitive data in a public cloud at a reduced cost. Moreover, cloud solutions usually come with strong disaster recovery solutions as compared with on-premise solutions. The best part is cloud solutions offer continuous operational functionality, enabling agents to communicate with customers through mobile devices when the connectivity is compromised.

Continuous Upgrades and Upgraded Features

In case of a traditional contact center platform, the IT department needs to implement the required upgrade on their end. But for cloud applications, it goes a different way. Every time the cloud platforms are upgraded, upgrades become available to all the customers immediately. So each time you log in to your cloud contact center software, it will be the most updated one.

Make sure that your cloud contact center solution conducts compliance auditing for multiple standards to address various aspects like application security, data security, data access, data lifecycle management, and identity management. As a result of which, it will help you ensure a secure environment with minimum potential risks.