Innovations related to artificial intelligence are equipping today’s contact centers with the ability to engage in predictive routing and access real-time data. These advances free up agents to handle more complex cases, while relieving them of the mundane, routine calls that can be resolved quickly by artificial intelligence technology.
In order to take advantage of these new features, you have to shift your contact center to the cloud. The good news is that artificial intelligence, while disruptive, is only one facet of how a cloud-based contact center benefits your customers and your enterprise. Consider the following advantages:
Reducing Costs: When you move your contact center to the cloud, you eliminate the costs associated with maintaining hardware, managing and troubleshooting your software, and handling upgrades. Those funds can be redirected toward enhancing the customer experience.
Improving IT Productivity: A team that no longer has to maintain and support contact center software and hardware is freed up to pursue broader digital transformation goals. Your IT professionals are, in many cases, directing strategy in the board room, rather than simply working to keep the lights on. Relieving them of the daily management of your contact center allows for more involvement in vision and strategy for the organization.
Supporting Mobility: When your contact center solution resides in the cloud, your employees access it in a consistent way, no matter where and when they use it. You’ll see improved productivity and collaboration — including faster decision-making — when communications are accessible to all employees in every setting.
Scalability: If you’re expecting a surge in calls, or if your business operates around seasonality, a cloud-based contact center makes it easy to scale up and down as necessary.
Better Security: Cloud companies pursue security at a level that would be difficult to replicate with an on-premise solution. Unless you are in an industry such as healthcare or financial services, which require a high level of control over data for compliance reasons, your data may be safer in the cloud than it is in your on-site contact center solution.
These are just a few of the advantages you can expect to experience when choosing a cloud-based solution for your contact center. It’s important to consider that, while these benefits are most effectively executed within a cloud shift, there are also some gains with a hybrid solution. For those who are hesitant to relinquish control or who prefer a more gradual move to the cloud, many enterprises find that a hybrid solution allows them to maintain some control while gaining some of the advantages of the cloud.
The attractiveness of this option is underscored by the reality that the cloud contact center is still evolving. In the future, you’ll see more of a shift to serverless computing, which allows enterprises to pay for only the amount of computing power actually being used. It’s an innovative approach and one that will further impact the contact center by reducing costs.
Your contact center may benefit extensively from a shift to the cloud. To learn whether a cloud solution might be the right fit, contact us at AMD Communications.