The demand for cloud solutions continues to grow, as more and more brands are embracing the cloud model for greater efficiency in their contact centers and, ultimately, superior customer service. Gartner defines cloud computing as a method in which massively scalable IT-related capabilities are provided like a service using Internet technologies to multiple external customers. Not truly a technology in and of itself, the cloud is considered more of an IT delivery model that is based on Internet protocols. Given its numerous benefits to brands and customers alike, it’s no surprise that it has become a model of choice for companies across many industries.
Market Monitor projected in 2015 that cloud market revenue would increase at a 36% compound annual growth rate, with the cloud computing market expected to reach nearly $20 billion by the end of 2016. In addition, the 2015 RightScale annual cloud survey of nearly 1,000 IT professionals found that 88 percent of enterprises are using public cloud while 63 percent are using private cloud. The preferred strategy, however, remains the hybrid cloud solution: 82 percent of enterprises currently embrace this model, essentially ensuring the security of a private cloud for sensitive data while reducing costs by using public clouds for less sensitive data.
First and foremost, contact centers may streamline their operations and supercharge their efficiency with a cloud solution. Such solutions are typically quick to implement and simple to use, allowing for greater flexibility, security, and scalability for contact centers of all sizes. Hosted solutions have also made cloud technology less expensive and easier to upgrade, allowing for companies to reduce costs. As companies pay for cloud solutions based on consumption (pay-as-you-go model) and often have access to free trials, they are spared the obligation of paying a large sum upfront and are essentially able to test the product before making a long-term commitment. In addition, cloud solutions often provide such advanced features as a multichannel automatic call distributor (ACD) interactive voice response (IVR), and callback system to eliminate putting customers on hold, enabling faster and more efficient routing of all inbound contacts across all channels.
Ultimately, cloud solutions permit companies to deliver enhanced customer experiences. For example, the solution is proven to increase customer satisfaction by reducing call waiting times, as increasingly popular prioritized callback systems give customers the option of receiving a callback when an agent becomes available and the customer’s position arrives at the front of a queue. The model further allows companies to hire skilled call agents in remote locations who are able to deliver customer service whenever needed–in addition to agents who work on contact center premises–for maximum efficiency and flexibility. Agents are typically able to operate from mobile or desktop connections, ensuring greater accessibility for real-time customer service.
With cloud solutions, contact centers are set to drive productivity, cut costs, and deliver more seamless quality customer experiences. Learn about Vocalcom cloud contact center software solutions for superior customer service.
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