Why Use Contact Center Cloud Computing Solutions

Delivering an outstanding customer experience is increasingly critical for brands to acquire new customers and retain existing ones. However, on-premise contact center technologies are often quite expensive. Not to mention, the high cost of infrastructure and ongoing maintenance can impact your bottom line significantly.

Thankfully, businesses can now keep up with fast-evolving customer expectations by using cloud-based contact center solutions to gain access to the latest technologies so they can improve their customer experience at a fraction of the cost.

What's Contact Center Cloud Computing and How Does It Work?

A cloud-based contact center has its functionalities hosted on an Internet server. It stores customer data in a centralized location virtually so businesses can handle all inbound and outbound customer communications via phone, web, email, social media, and chat or messaging without being tied to any physical infrastructure. 

Compared to on-premise solutions, the installation of contact center cloud computing software is simple and straightforward. It doesn't require any hardware other than a computer or a smartphone so the only thing you need is a reliable Internet connection that allows agents to connect to the cloud.

Since cloud-based contact centers don't require on-premise infrastructure, agents can log into the system and work from anywhere in the world via the Internet. They'll have access to a centralized platform with real-time customer data so they can provide the most relevant information to deliver seamless and outstanding customer experience.

In addition, most cloud platforms enable brands to deliver a rich communication experience via VoIP technologies in the form of video, audio, text, and file sharing so you can meet the needs of your customers.

The Benefits of Contact Center Cloud Computing

Cloud computing for contact centers allows companies to interact with customers from anywhere with an Internet connection and optimize all digital touchpoints to deliver a seamless omnichannel experience. It delivers the following benefits that can help organizations augment their customer interactions while streamlining their operations and reducing cost:

  • As a software-driven technology, cloud computing can be deployed in just a matter of hours or days without a large upfront investment in infrastructure or equipment. Without the need for specialized hardware, cloud computing also eliminates costly ongoing maintenance and hardware upgrade. 
  • Most contact center cloud computing services are subscription-based, allowing companies to adjust their capabilities quickly to respond to market demands. Such scalability and flexibility enable companies to accommodate seasonal fluctuations and maximize their ROI.
  • Cloud-based services are constantly updating their features and functionalities. As part of the subscription, businesses have access to the latest communication technologies so they can improve the quality of customer interactions, increase customer satisfaction, and meet fast-evolving customer expectations without having to bear the upfront cost of setting up infrastructure or purchasing software licenses.
  • Cloud computing platforms can record all customer interactions and provide relevant analytics for organizations to generate insights from the activities. They can then fine-tune their customer care strategies and improve their customer experience to increase sales and improve retention rates.
  • Cloud contact centers can provide specialized tools and functionalities that are most relevant to your industry. This can be particularly important for businesses in highly-regulated verticals (e.g., healthcare) so they don't have to worry about compliance issues.
  • Most cloud-based platforms allow for the integration of various software, such as CRM or live chat applications, to help streamline operations, increase the efficiency of your customer care team, and deliver a seamless customer journey.
  • Most contact center cloud computing platforms use a centralized database, which allows team members to share and access up-to-date customer information in real-time so they can deliver the most relevant information and experience that can facilitate conversion.
  • Cloud computing allows a contact center to be operated with a remote workforce, which can lower cost while increasing flexibility. 
  • Cloud providers often have built-in redundancy and a comprehensive backup and recovery plan to protect your data and reduce costly downtime.

Conclusion

Using contact center cloud computing solutions allows you to leverage the latest customer communication technologies while reducing cost and improving customer satisfaction.

When choosing a cloud computing platform, consider how frequent the vendor plans to update the software, its product development roadmap, the level of technical support, and the security measures to protect your customers' information. 

With 8x8's Virtual Contact Center you get world-class technology and everything your domestic or international business needs without the need for multiple disparate systems. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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