Top 6 benefits of cloud-based contact center solutions

Business operations are changing faster than ever as technology advances at an unprecedented rate. In many instances, traditional contact center software is unable to cope with the increasingly 24-hour, social media-led demands of modern consumers and businesses. Cloud-based contact center solutions resolve these issues and streamline workflow for improved efficiency.

Cloud call center technology performs more functions than legacy software—without the need for clunky, expensive server rooms.

What is a cloud call center?

A cloud contact center is an online network that deals with a company's customer communications, including inbound and outbound calls, texts, emails and social media communications. It also paves the way for sophisticated call routing procedures to ensure the customer experience is as good as can be, and it provides excellent tools for decision-makers to track and analyze employee performance.

Additionally, companies with a cloud-based contact center don't need to carry the burden of having a server room and traditional telephony systems, which can save a lot of time and money in the long run.

Top Cloud Contact Center Benefits:

1. Improve customer experience

No matter how you feel about the idea of digital transformation, it's inevitable. Technology provides almost infinite ways to streamline workflow and increase operational efficiency, which leaves the workforce free to be creative, develop money-making ideas and deliver the gold standard of customer service necessary to compete in the modern marketplace.

2. Increase productivity

Productivity is a priority for every business on the planet. Cloud contact centers offer instant access to the entire customer database, which lets agents solve problems faster.

In traditional call centers, customers are often required to repeat themselves several times. Giving agents access to the history of each customer's communications helps agents stay on top of key KPIs such as customer satisfaction, first call resolution and average handle time.

3. Make working from home easier

More people than ever are working from home, and cloud-based contact centers are the most efficient and effective way of managing a remote workforce. All agents need to do to integrate their home system with the office network is access the internet, which saves tons of time and money compared to operating a traditional workspace.

4. Reduce costs

Speaking of money, one of the most attractive features of a cloud-based contact center solution is its potential to cut costs. Traditional contact center software solutions often come with astronomical upfront licensing fees in addition to steep maintenance costs.

Cloud call center installation is faster and saves on human resources, which makes the initial setup process significantly cheaper.

5. Scalability

Implementing and deploying a cloud-based call center is quicker, cheaper and more productive. That's not all, though—it's also capable of taking your business from zero to 100 mph almost instantly.

Whether your business is experiencing unexpected growth or needs to cut back on labor to save resources during the slow season, a cloud contact center lets you size up or down with minimal fuss.

Get ahead of competitors with a cloud-based contact center solution

There's a strong possibility that legacy call center software will be a thing of the past within a decade or so. Stand out ahead of your competition by making the transition to 8x8's high tech, low-maintenance contact center solution.