No doubt, every contact center manager running an on-premises platform has considered moving to the cloud. This decision cannot be based on a disruptive force in the tech market, but needs to be well evaluated (based on the current and future business requirements). A cloud contact center software is often the right route if:
- The current technology running is nearing the age of 8-10 years and must be upgraded or replaced to enable latest contact center features
- You want your contact center to be up and running quickly and your contact center needs are not complex/advanced
- You need to manage multichannel communications through a customer relationship management (CRM) system like Salesforce and provide support across all channels
Operate a less costly contact center
The main benefit of the cloud contact center is the ability to get started right away, without large, upfront investments on deployment, hardware, software, maintenance, and support. With cloud software, employees can sign up, login through their browser and immediately get to work. Aria can deliver cloud solutions that are based on a pay-per-use and pay-per-minute plans, which enable contact centers to keep operational costs low even after 5-10 years of use.
Improve employee performance and satisfaction
Cloud contact centers can easily connect to existing IT and customer relationship management (CRM) systems, which enables customer-facing employees to collaborate with each other and benefit from improved workflows. Customer data in CRM can be accessed and updated from anywhere in the world, providing employees with confidence in data accuracy when interacting with customers. In addition, cloud contract centers allow agents to work remotely from any time zone, allowing organizations to unite global offices on a single service and provide agents with more flexibility and satisfaction.
Provide superior customer experiences
Cloud services is a must have when it comes to improving line-of-business processes and creating digital experiences. Companies like Tesla are born digital, while others work on transforming to become digital. No matter where you are in the transformation wheel, cloud computing is required to improve customer journeys. With cloud solutions, managers can monitor agent performance in real-time and identify areas of improvement in delivering better CX.
Grow your contact center easily to adapt to changing business needs
If you want to scale your business, the cloud-based system will scale with you. As your business changes because of something unexpected or simply due to seasonal fluctuations, your cloud system can change along with it. As learned from Shewhart and Deming, to be great, we must continually adapt to changing conditions and pursue ever-higher performance.