Call Centers Increasingly Seek and Find Value in the Cloud
Value in a cloud? That may sound like the kind of thing only a farmer can get behind, but for call centers–and other businesses–the value is increasingly prevalent, and thus pushing more such operations to take advantage of cloud-based systems. So what is it that call centers are finding in the cloud that’s so valuable? Fending Off the Competition Perhaps the least satisfying reason call centers have to make the move is that everyone else is doing it. A Gartner report noted that, just by 2020, a “no-cloud” policy will be as rare as a “no Internet” policy, which is already vanishingly rare. With a ContactCenterHQ study likewise finding that 52 percent of users had already made the jump to cloud-based systems, the end result was clear: get in the cloud, or get drowned by the rain that the competition will make therein. Broad Range of Options There are several sub-classes of cloud-based operations, and with these sub-classes, there’s a lot of room for businesses to break into different portions of the cloud-based market. Some of these include
- Software as a Service (SaaS). SaaS operations allow companies to take advantage of one or two key features. Services like Dropbox or Google Docs are SaaS providers, offering easy access to fairly simple tools.
- Platform as a Service (PaaS). PaaS systems are more complex than SaaS, but still comparatively simple. With PaaS, companies can pick up several services at once and drop or add to this roster as needed.
- Infrastructure as a Service (IaaS). IaaS operations offer access to complete infrastructure solutions, and are therefore among the most complex cloud operations.
- Cost savings. The use of virtual call center agents allows many more agents to work from home, which helps prevent turnover. Plus, with scalability, companies no longer need to buy more than is necessary just to have what’s needed at the time.
- Omnichannel operations. Customers want to be able to reach a business by the means they want to use. Whether it’s video, text, or social media, cloud-based systems can help provide.
- New tools. Many popular cloud-based tools like voice analytics, general analytics, and customer relationship management (CRM) mean better customer experiences, and a greater chance of return business.