Cloud computing has an ever-growing presence in the business world and has increasingly become the model of choice for contact centers. As a method in which massively scalable IT-related capabilities are provided like a service using Internet technologies to multiple external customers, the cloud contact center model offers numerous advantages in two principal ways: enhancing the efficiency of the contact center, and delivering exceptional customer service.
Make your contact center run smoothly. Vocalcom Cloud Contact Center software offers a solution that is quick to implement and very easy to use. The solution provides businesses with data and processing capabilities on an on-demand basis, allowing for great flexibility 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. Since companies only need to pay for the solution based on consumption—also known as a pay-as-you-go model—rather than making a large payment upfront, they can rest assured that no substantial investment is required and can further benefit from the ease of Vocalcom’s free trial offer. Furthermore, such features as a multichannel automatic call distributor (ACD) and interactive voice response (IVR) route all inbound contacts across all channels, while a quality management suite provides better agent training and monitoring.
Deliver exceptional customer service. A cloud contact enter solution ultimately allows companies to deliver excellent customer service. For example, the solution is proven to increase customer satisfaction by reducing call waiting time. Furthermore, the cloud allows companies to hire qualified call agents in remote locations who are able to deliver stellar customer service when desired, in addition to agents who work on the premises. Agents can operate from mobile or desktop connections, ensuring greater accessibility to customers and therefore greater customer service. As time is of the essence in the contact center, a cloud contact center solution is ideal for delivering real-time customer service quickly and efficiently.
The demand for cloud-based contact center solutions continues to grow rapidly, with DMG Consulting expecting growth of 18% in 2016 and 2017 and 16% in 2018 in the adoption of such solutions. Markets and Markets further predicts that the global cloud-based contact center market will grow to more than $10 billion in 2019. The statistics therefore suggest that the many benefits of the cloud are appealing more and more to businesses as the model paves the way to a super-efficient contact center and a great customer experience. Learn more about Vocalcom cloud contact center software.
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