Strong communication is precious between customers and the company. A cloud contact center can be defined as a capacity where all the communication between a company and customers can be held via multiple different channels such as chats, E-mails, SMS, Social media, voice, etc. A report by FinancesOnline stated that 87% of the employers will speed up their cloud migration due to the pandemic.

Companies are now moving towards cloud from on-premises facilities. In simple terms, if we try to understand the cloud contact center is completely on the cloud which is easily accessible from anywhere, anytime whereas On-Prem does not allow you to work outside the office as your servers are kept in your office premises only. In a press release by MarketWatch, SaaS accounted for the largest market share with a market value of USD 130.30 Billion in 2016 whereas the same release mentioned that the global cloud market is expected to reach approximately USD 1132.88 Billion by 2023.

A visionary will definitely choose the cloud over On-Premise servers. Here are a few reasons:

Why You Should Choose Cloud Contact Center

1. Remote-ready for Global Workforce

We all have experienced the hindrance in working from the office during this pandemic. Be it commuting to the office or maintaining social distance at the workplace, people are still skeptical about going. Agents would be more comfortable working from home and have been proved more productive. Moreover, a remote workforce enables contact centers to hire from different locations. It means the ease of hiring agents with regional language proficiency for the contact centers that serve multilingual customers.

2. Omnichannel Capability

People are moving fast these days and they need quick solutions and have different preferences for channels such as emails, live chat, and social media. While setting up new channels on the local infrastructure involves a lot of effort and time, the cloud offers easy and scalable hosting for all these platforms to help you to improve your customer engagement and prompt replies that improve the brand value as well as customer retention for the company.

3. Cost-Effective

Local infrastructure is not only expensive to purchase and set up, but they also demand hefty amounts in regular maintenance. Cloud, on the other hand, brings that cost significantly down for your contact center as you do not have to pay a large upfront cost. You can choose from various payment options as per your budget and requirements allowing you to save more and utilize resources more efficiently.

4. Flexibility of Deployment

Deployment of the local setup is a cumbersome effort, to say the least. Most brands relying on the local setup remain stuck with it as it is not easy to customize and renovate with the changing requirements of the contact centers. So, they compromise on the limited and outdated features to avoid the hassles of customizing the deployment.

Meanwhile, on the cloud, it is usually a matter of a few clicks for contact centers to upgrade and move to the new setup. An additional benefit is your service disruption during any such deployment changes is almost negligible, which enables you to run your operations smoothly.

5. Security & Compliance

Contact center means involvement of massive customer data, which invites some serious concerns over its security and accessibility. Moreover, if your business operates in multiple geographies, you might be dealing with the different compliance challenges in each region.

Leading cloud contact center solution providers offer locally hosted cloud in different countries, which enables you to deal with various regional compliance issues. Also, it is critical to ensure that your choice of provider offers other security measures, such as:

  • PCI DSS compliance
  • End-to-end encryption
  • Role-based access control
  • Activity log maintenance
  • Call and other communication records

6. Zero Hardware Hassles

With no local hardware to maintain, you save a good amount of effort on maintaining them. You will only be handling the devices for the agents and supervisors, which is way less than maintaining the entire contact center setup. It frees up your real estate as well while reducing IT dependency considerably.

7. Easy to Scale and Upgrade

Change is the only constant. As your business grows, you need to change your setup as well. You might expand the number of agents, supervisors, or channels to communicate with your customers.

Everyone wants to grow, but the more you grow, so will your data, hardware, and storage needs. On-premise solutions with limited server capability will need an upgrade while the cloud can enable that with a little discussion with the provider. You need not purchase the server or transport it to your office and get a team of experts to set it up. Cloud offerings are more flexible and a less hassle to expand.

Wrapping up Thoughts

With the impact of the pandemic, the contact center world observed that the cloud is more of a necessity than an option. Businesses that had their operations on the cloud were able to continue working with minimum disruption, while the others had to take a toll on the pockets to keep the business running. Most experts claim that the cloud is the future. However, the cloud is already the need of the present now.


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