The ability to continue to provide your customers with the same – or even better – service while managing remote staff is one key reason explaining the significant increase and adoption of modern cloud-based contact center solutions.

If you’re still using a legacy on-premises or hybrid contact center solution, then it’s time to modernize your cloud contact center.

Accelerate your digital transformation – Let’s start at the beginning.

Before we jump into warp speed on the path towards accelerated digital transformation, we need to be clear on what we are discussing.

What’s a Cloud Contact Center Solution?

A cloud contact center solution is a mission-critical component of an organization.  The infrastructural design can vary in the marketplace from a Software as a Service (SaaS) based on microservices to the same contact center software delivering existing on-premises solutions but now virtually hosted on internet servers. What makes a cloud contact center solution unique is its ability to seamlessly make all inbound and outbound customer interactions (voice, chat, SMS, email, social media…) accessible from anywhere, any time. It allows customer-focused organizations to deliver self-service and on-demand customer experiences reducing long queue lines, support tickets, in-person appointments or live agent interactions.

Over the last two (trying) years, cloud technologies have become more pervasive with contact centers increasingly migrating their operations to the cloud. In 2022 and beyond, cloud contact center solutions will become the go-to platform continuously evolving to deliver additional features, integrations, and capabilities.

A cloud contact center solution can:

• be accessed from any device (computer, smartphone, or tablet)
• be accessed from anywhere, at any time
• integrate with third party applications in the cloud or not in the cloud
• provide collaborative tools for improved communications
• deliver an easy to use, intuitive and user-friendly environment for managers and agents
• provide advanced features and functionalities

Everyone is doing it. What are the benefits of a cloud contact center you can expect?

There are many reasons why you should consider migrating your contact center operations to the cloud. Here are some key reasons:

• Seamless customer experiences: Cloud contact center solutions provide a consistent and personalized customer experience across all channels including voice, chat, SMS, email, social media and more.
• Increased flexibility and scalability: With cloud contact center solutions, companies can quickly add or remove users as needed which gives them the agility to respond to market demands and fluctuations. Scale up or down to address business demands.
• Reduced costs: Cloud contact center solutions are often more cost-effective than on-premises solutions as they require no upfront investment and have a pay-as-you-go pricing model. It may also eliminate the need for expensive hardware, IT-related resources, maintenance costs and have a lower total cost of ownership.
• Improved security and compliance: With cloud contact center solutions, businesses can take advantage of the latest security and compliance features to keep their data safe.
• Increased productivity: Cloud contact center solutions offer a variety of advanced features that can help your company increase agent productivity and engagement, boost contact center performance and provide real-time insight into the health of the contact center – transforming your call center into a contact center.
• Security: With a hosted solution, you gain from improved data security and reliability.  Your data is stored in secure, off-site locations that can only be accessed by authorized personnel.
• Self-service options: Giving your customers the ability to self-manage specific tasks puts the power back into their hands, eliminating the need for live agent assistance.
• Support remote work: Agents can work from home in their sweatpants, in a remote office or in your physical contact center – and respond to customer inquiries from anywhere in the world, always providing a seamless customer experience.

…We’re just scratching the very tip of what a cloud solution can do for your contact center operations.

It’s Time! The modern world expects to connect with a modern contact center

Now that we have a clearer understanding of what a cloud contact center is, let’s look at some of the reasons why you should make the move to modernize your contact center.

Your customers not only expect it; they demand it.

If you want to stay ahead of the competition, then you need to provide the best customer experience possible. And in today’s world, that means providing a seamless customer experience across all channels.

A cloud contact center solution will help you provide a consistent and personalized customer experience across all channels including voice, chat, email, social media, and more.

Your competition is already doing it

If you’re not already using a cloud contact center solution, then chances are your competition is. And if they’re not, they will be soon. Migrating your contact center operations to the cloud will help you stay ahead of the competition and meet the demands of your customers.

It will save you money and improve ROI

A cloud contact center solution is often more cost-effective than an on-premises solution as it requires no upfront investment and has a pay-as-you-go pricing model.

It will increase your efficiency and productivity

A cloud contact center solution offers a variety of features that can help businesses increase their productivity including automatic call distribution, call recording, and real-time reporting.

It’s compliant with industry regulations

A cloud contact center solution is often more compliant than an on-premises solution as it can take advantage of the latest security and compliance features.

You need reliable support

Cloud contact centers are complex systems and sometimes businesses need help when things go wrong. Make sure that you have a reliable partner who can help you when needed.

What’s holding you back?

If you want to stay ahead of the competition and meet the demands of your customers, then you need to migrate your contact center operations to the cloud. A cloud contact center solution will help you provide a consistent and personalized customer experience across all channels, increase your productivity, and save you money.

If you’re still not sure if a cloud contact center solution is the right for your business, then take a moment to contact us. We can help you decide. With over 25+ years of experience in the contact center industry, our dedicated Inoria team can help you find the right cloud contact center solution for your needs, help you build a business case for adoption, help successfully implement, integrate, and support the solution.