Gartner predicts that by the end of 2016, over 50 percent of all Global 1000 companies will have stored customer-sensitive data in the public cloud. Cloud telephony has truly supercharged the contact center, and it has not gone unnoticed, as evidenced by the rapidly rising adoption rate of cloud-based services. If you have several physical or expensive call centers or are seeking revenue potential from digital-based services, then you’ll likely enjoy investing in cloud call center software.
Now, if you’re still on the fence about what solution provider is right for you, there are some questions that you should keep top of mind when deliberating.
Question #1: Does your cloud-based call center software provider offer you staffing flexibility?
It’s undeniable: the number of incoming calls in the contact center outweighs the number of agents; therefore, a top priority should be ensuring that every customer’s voice is being heard. While cloud call center software boasts geographic transparency by working virtually anywhere at any time, it’s important that you ensure the vendor’s cloud solutions are powerful enough to support a robust remote workforce. If a provider, say, mandates you purchase licenses for permitting at-home or off-site workers, then you might want to look elsewhere. Rather, your provider should make it so that the cloud simplifies virtual working without any excess needs – all while managers continue to listen, monitor and record employee calls while tracking their metrics in real-time.
What’s the second question you should keep in mind? Stay tuned for part two to find out!