Businesses often struggle when planning their contact centre strategy. They might see the contact centre as a siloed entity of their business that has nothing to do with the rest of the organisation, but this is not the case. The contact centre should be at the heart of a holistic business approach. But businesses need to consider availability, flexibility and reliability of their service as well.
And here the challenge begins. Obviously, there is still a lot of on-premises technology used in businesses. But isn’t hardware already old the first day after you deployed or bought it? Do businesses want to rely on scheduled times to do software updates on their premises?
It is time to rethink not just the contact centre strategy but also the technology in order to keep up in a highly competitive market. Moving your contact centre to the cloud might be the answer for keeping up in this market.
Moving to the cloud means moving at the speed of the business.
Today’s customers are more demanding than ever, and they want to get their enquiry handled as fast as possible — no matter how they get in touch with a business. Just think about the variety of channels that are available today — voice, text, social, chat and more. A modern business needs to meet their customers on their channel of choice.
Implementing cloud technologies in your contact centre helps your business keep up with these requirements: Companies are always on the latest software version and scaling the number of agents up and down, or adding new features to the solution is no longer a problem. Not to forget the agent who is serving customers every day. They are now enabled to deliver a great customer experience.
Integration with existing solutions such as CRM or unified communications (UC) technologies increase productivity, as well as agent satisfaction, who now has the right information at the right time and can leverage powerful collaboration tools — all available directly on their desktop.
Sounds interesting? Then it is time to rethink your contact centre strategy!
To learn more about the great benefits of moving to the cloud, read our latest ebook, “9 Reason to Move to a Cloud Contact Centre.”