The Cloud Delivers for Call Centers
Cloud-based call centers are increasingly a part of the call center market as businesses discover the value to be had from the new features a cloud-based system can deliver. Better yet, this value is becoming increasingly quantified by outside studies — a development that makes it easier to authorize funding to put these new tools in place. So, what benefit is there in bringing in a cloud-based call center? The good news is, quite a bit of benefit. Tale of the Tape When taken together, the numbers around cloud-based call centers spell out some eye-opening reasons for bringing this technology into play. The global call center market itself is expected to reach $407 billion by 2022, which means a lot of companies will be spending to enhance this increasingly customer-facing apparatus. While North America—specifically the United States—will be the market share leader at 44.4% of the overall market, those looking for fast growth should turn to the Asia-Pacific market with its 13.3% compound annual growth rate (CAGR) through 2022. Clear Call to Action Perhaps most shocking of all, fully 70% of all interaction between customers and businesses is taking place in the call center. This makes the call center a more vital part of everyday operations than most ever expected, and means that companies need the best in their call center, starting with employees. When 70% of business is handled there, only top-notch people will do. More than that, top-notch equipment must support them, and that’s what thinQ can offer. What thinQ Can Offer thinQ’s lineup of call center products offers an array of features that prove valuable in a cloud-based call center setup. thinQ is home to the industry’s first—and only so far—inbound toll-free least cost routing (LCR) system, which helps lower inbound calling costs for four of the largest carriers around. Further, a multiple-carrier redundancy system provides excellent disaster recovery capability, allowing for the greatest uptime possible. The system can be scaled upward or downward as needs require, preventing waste. Real-time analytics systems allow businesses to best understand who’s calling in and how to address the needs these callers have. All About the Customer In the end, the move to a cloud-based call center is done for one primary reason: providing better customer service, which contributes to a better customer experience. Customers want the best experience, and while the call center is clearly taking care of a majority of customer concerns, that may not be the case forever. Planning for future developments—online chat, social media and so on—will help a business be ready for when these become the new call center.