Telecommunication has undergone a digital revolution which has affected the consumer and commercial world equally. When we look around us, we find that products and services are engaged in a battle of being digital-first. Digital consumption has grown leaps and bounds in the past few years as consumers have been able to afford individualized content on personal screens owing to increasing affordability of smartphones. Almost two-thirds of the world’s population now has a mobile phone with more than half of the global web traffic coming from smartphones. One in five persons is likely to have shopped online in the past 30 days. Mobile shopping is the fastest growing segment in e-commerce amounting to USD 3.2 trillion in 2017 itself. These trends and statistics point to a significant disruption in online consumer behavior. To succeed in aggregating customers, businesses and contact centers are constantly upgrading their technology to stay in tandem with the rising demand of customer expectation.
While consumers are finding it viable to embrace digital forays in their palms, businesses are evaluating the impact of digital transformation on their bottom-line and ROI. With technology dictating customer journeys, it is imperative that enterprises do not stay behind. Cloud solutions have been evolving enterprise communication for the past decade and on-premise methods are being left behind, either in one go or by scaling up module by module, depending on the requirement and feasibility. DMG estimates that the number of seats in the cloud-based contact center infrastructure market will grow by 23% in 2016, 23.5% in 2017 and 2018, and 24% in 2019 and 2020.
Moving to a cloud solution is an inevitability which has an implicit advantage for any contact center looking for growth and higher ROI. Let’s evaluate how adopting cloud communication in contact centers attracts success.
Cost Effectiveness & Scalability
Though changing over to a new technology might seem a daunting investment as a Capex, the cloud model is actually an attractive option due to its pay-as-you-go option with minimal investment. There are options for hybrid and subscription models that can be adopted in phases to construct a tailored model that tunes in to a contact center’s needs. As a ready to go application, cloud technology can provide rapid deployment within hours and a few clicks. The advantage cloud-based models bring to contact centers are flexibility and scalability in adoption, long-term returns and higher business agility with seamless communication. The software upgrades regularly without any hassle of maintenance of IT servers or personnel. Businesses have the freedom to scale up or down in line with their capacity, manage fluctuations and save the cost of having permanent applications which might grow redundant due to an evolving landscape.
Data Management and Analytics
Contact centers are managing unbelievable amounts of data around customer journeys today. This data is vital for retargeting and building interaction within omnichannel customer journeys to generate personalized experiences. Cloud solutions provide detailed analytics available at a glance and also store data safely on virtual servers accessible only via the internet. Accessibility, shareability, security and unlimited storage space are a boon for data-oriented work. Cloud storage is also a blessing for disaster recovery as back-up is periodically updated and stored so valuable data doesn’t get completely wiped out as it would in a legacy system. Cloud technology also enables contact centers to collect detailed customer information that can be integrated with advanced CRM solutions to create a cohesive ecosystem of customer management.
Managing Multichannel Communication
Being on the cloud, a contact center can help create a unified web portal for a contact center’s communication system. With multiple communication and interaction systems required for call management and effective customer handling, a single platform access to call recordings, logs, voicemails, texts, feedback, emails and more makes functioning seamlessly as well as collaborative. This is only possible with the cloud as physical assimilation and distribution of vast amounts of information can be cumbersome and erroneous in today’s times when customers are present on variable touchpoints in an omnichannel environment. Anytime access to customer information by authorized agents and administrators facilitates speedier responsiveness and query solution.
With a customer-centric business, contact centers need an exceptional workforce management strategy to keep employees and agents motivated and trained as their productivity and efficacy is highly impactful on customer satisfaction, acquisition, and retention. Workforce optimization comprises a host of solutions for workforce management, performance management, gamification, speech analytics, interaction recording, quality management and so on. Cloud technology facilitates a positive impact within a contact center with new releases and updates of value-added features and intelligence. From automated agent quality and interaction monitoring to empowering agents with e-learning and coaching, a WFO cloud solution increases customer experience excellence and profitability.
A cloud-enabled contact center solution entails further benefits like unplugging from complex compliance and legislative issues and focusing on designing exceptional customer relationships and expanding business profitability. TeleApps has been providing contact center solution implementation and application customization through their own solutions and strategic partner products. With decades of experience backing them, TeleApps can support contact center operations to design intelligent customer experience to augment their clients’ customer base. Read more about TeleApps here.