A contact center for many organizations operating over the internet is the heart of their business. As the name implies, through the contact center, contacts with existing and potential users are realized, whose information, trust, and satisfaction can be the main influence on the success of the company's business.
The establishment and operation of a contact center is usually expensive and demanding, so many companies do not use them in a sufficiently efficient way.
In order to solve this problem, companies should do the following:
- Quickly establish and deploy a contact center
- Reduce the initial and ongoing costs of the contact center
- Ensure there are rapid contact center change adjustments
- Enable flexibility in the work of the contact center staff—quickly respond to increased demand in contact center, by enabling increased number of users
- Ensure the continuity of the contact center—increase the level of customer service quality
In order to achieve these goals, the use of cloud computing for a contact center can greatly help with its services. There are many benefits that an organization can accomplish using such services, and some of them are as follows:
- Much quicker activation of a new contact center: The establishment of a contact center in large organizations will take up to six months and millions in budget amounts to enable it to work, and using a cloud computing service to establish a contact center can be done within a few weeks. The equipment already exists and all preparatory actions for its activation have been carried out.
- Reduced capital costs: Capital costs practically do not exist when starting a contact center in the cloud. The company should not buy any additional hardware or software. All that is needed is an existing telephone center and a certain number of computers with connections to the internet, and the organization pays only as much as it benefits.
- Reduced running management costs: The hardware and software of traditional contact centers require a lot of care and maintenance, as the rooms are full of server computers, a network, and communications equipment, and maintenance performed by qualified technicians. Excessive cloud computing need not be done anymore, and this reduces current management costs.
- The latest technology: Cloud computing services providers are usually in the pipeline with the latest technologies to make them more competitive on the market.
- Better choice, retention, and flexibility in the work of the agents: Contact center in the cloud allows simple implementation of flexible home-based work strategies. Such flexibility facilitates the recruitment and selection of quality agents and their retention in the organization. Since the highest cost of a contact center is employee salaries and office expenses, opening opportunities for work from home can reduce these costs.
- Disadvantages as an advantage: Disadvantages of various types can greatly disrupt the regular operations of the company, as well as its contact center. By virtualizing the contact center and moving it to the cloud, such dangers can be avoided. During various disasters, clients will receive the service of the usual quality, as it is all in the cloud.
- Faster resolution of misunderstandings: In the day-to-day work of a contact center, it is common to occasionally have misunderstandings and even confrontations with clients. Sometimes, it is necessary to prove who is right by analyzing the conversation being conducted between the agent and the client. The only solution to this problem is the recording of a conversation. Recording a conversation is often expensive for the organization, but the provider of a call center service in the cloud provides such a service as standard.