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 the cloud migration is right for you?
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 maintenance costs and no licensing 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. Cloud services rely on users to drive the product acceptance after all.
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 email, phones, chats, chatbots, IVR and other forms of interactions. It is imperative that your contact center is integrated with all forms of communication, which is most likely the case the case with cloud service platforms unlike the on-premise platforms.
7. Compliance is the key to success
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 is agile and can easily adapt to required compliances easily and you as a business has the option of outsourcing the compliance headache to the platform provider.