October 16, 2020
According to Research and Markets, the Cloud Contact Center market is expected to reach USD 44.86 billion by 2025, at a CAGR of 23.11% over the forecast period (2020-2025).
Benefits of Cloud Contact Center Software are:
1. Flexible Login from Anywhere
Cloud call center software provides agents the flexibility to log in from anywhere in the world. This has twofold benefits for both employees and businesses alike. Businesses do not have to set up the infrastructure and employees can access the cloud call center software from their choice of locations.
This helps in the inclusion of people situated in remote locations, providing an opportunity for them to work from their native place.
2. Vast Employment Opportunities
Businesses can hire native speakers from different geographies without having to worry about the set up cost. For instance, if company A works in different geographies like India, the Philippines, Africa, etc. the company can hire agents with native language proficiency without any location barrier.
Additionally, this provides an opportunity for women employees to work from their homes.
3. Reduced Cost Pressure
Businesses can save huge money in setting up cloud-based contact center solutions. Contact centers are playing a pivotal role in sales, service, and collection processes. When your business grows, you do not have to worry about incurring large costs for setting up physical office space, providing maintenance of the office space, investing in IT infrastructure, or thinking about hardware installation.
4. Scalability & Flexibility
What is better than scaling up and down for your business requirements? A Cloud contact center solution allows you to add the agents as per your business needs.
An e-commerce company will have a surge in call volumes during a festival season. It is possible for you to scale up your business to address more customers without worrying about operational overhead. And, when the holiday season is over, you can scale back easily. Similarly, a travel company, during the holiday season can find a lot of customer queries coming in. With a cloud call center solution, scaling becomes as easy as ordering a pizza online.
5. Enterprise-Grade Security
Security remains the top concern for most businesses. With a cloud contact center, you get enterprise-grade security because data will be stored in the cloud, barring agents from accessing or misusing any sensitive data.
You can easily mask the data using number masking to ensure that there’s no data theft. Customers need peace of mind when they share their private information with a business and place their trust in the brand. You can deliver a comprehensive customer experience with built-in security.
To ensure a high standard of security, your cloud contact center software vendors should follow the security measures that are required for a business.
6. Comprehensive Remote Monitoring
For a business that heavily depends on the number of calls made per day, the conversion rate of the calls, agents’ productivity, customer satisfaction, and first contact resolution, measuring & monitoring becomes a crucial factor.
To track agents’ performance along with the other business-specific metrics mentioned above, supervisors can get a detailed report with a statistical overview that can be reviewed at a glance. Additionally, supervisors can download call recordings to check call quality and score each agent on the basis of language proficiency, call handling, query resolution, etc.
7. Real-time Agent Monitoring
Monitoring is not limited to analyzing reports and making well-informed decisions. Supervisors can monitor agents’ performance in real-time by jumping in on a live call, whispering to agents to provide on-call assistance, or taking a call on conference to ensure higher first contact resolution.
This helps in increasing the customer satisfaction rate and also helps to boost agents’ confidence in resolving customer complaints.
8. Omnichannel Customer Engagement
Customers expect an instant solution to be delivered to their queries. When a customer reaches out to your business via a call, chat, email, or social media platform, you should be prepared with the right tools to resolve their queries.
And that’s the benefit you get with a cloud-based contact center solution. You can easily upgrade your business and integrate channels into your existing software without any hassle. With omnichannel customer engagement, you can do away with silos and provide a smooth journey to your customers.
In a Nutshell
Moving to a cloud contact center is very beneficial for businesses that are looking for scalability and growth. Cloud solutions have made it easy for businesses to be up and running in less than 24 hours and they make a compelling case for inducing high ROI. With flexible cloud contact center software, you can not only optimize your business growth, but you will also be able to deliver the customer experience that your customers expect.
And in a remote world, where contact centers are playing pivotal roles in the customer journey, businesses like yours have started to realize that a cloud contact center is essential for providing uninterrupted customer service.
Tanya Bansal is an enthusiastic individual, Marketing Executive at Ameyo, who is keen to learn customer engagement problems, helping businesses find the right solutions effortlessly. Along with that, always being poised by the words, she finds her solace in reading and imparting her knowledge with students through multiple teaching programs.