Updated: Sep 9, 2020
As a follow up to our previous blog post on the lessons for contact centers from the COVID-19 crisis, the cloud is the future of contact center operations. Compared to on-premise deployments, here are five quick benefits a Contact Center-as-a-Service platform delivers over traditional contact center solutions.
Significant cost savings
From servers and IT personnel to power consumption and office space costs, on-premise solutions are expensive to operate. With a cloud solution, minimal to no upfront investment nor a physical location is required as the solution is hosted by the provider.
Improved reporting and analytics
Collecting and analyzing customer insights is vital to contact center operations. Cloud contact centers can easily track various metrics, receive alerts, monitor caller queues, and conduct various reporting and analytics operations in a far more efficient and cost-effective manner than on-premise systems.
A robust, reliable service
On-premise solutions are vulnerable to power outages and equipment failures that can cripple even the best-run contact centers. Cloud solutions, meanwhile, are usually delivered across geo-redundant data centers and should provide 99.999% uptime.
Minimal downtime for maintenance
Maintenance downtime means lost revenue. Any updates or upgrades in a cloud-based setting can be rolled out with minimal interruption to a contact center’s operations unlike on-premise solutions which require time to update, resulting in down service.
IMO, the most important advantage cloud contact center solutions have over on-premise is the ability to scale the service at any given moment. Simply contact your provider, and a new agent can be created and connected in minimal time. There is no need to request a license nor setup new hardware. Scaling down is simpler too as contact centers can reduce their services when customer traffic slows. This especially benefits companies with high- and low-traffic seasons.
In an industry that relies on connecting to multiple data sources, cloud-based systems are consistently improving and evolving through API integrations at a pace that can’t be matched by on-prem solutions.
Overall, the migration to the cloud has been a slow process. However, with the vulnerabilities of on-prem contact center operations highlighted during COVID-19 combined with the above benefits, the time is right for businesses to deliver a truly connected customer experience…through the cloud!
If you’d like to learn more about our cloud-based contact center solution or schedule a demo, email us at firstname.lastname@example.org.