In today’s business world, companies face constant changes with a special focus on customer expectations. The (still) recent pandemic has made clear the need for brands to adapt and the speed in doing so by adopting new working methods, customer acquisition strategies and even technologies to provide exceptional experiences that foster customer loyalty. Having an omnichannel tool like EVOLUTION in the cloud is key to responding to these needs.
Moving to the cloud offers numerous benefits such as increased flexibility, scalability, compliance with security regulations, and reduced costs.
The continued growth of hybrid and remote work will also accelerate the adoption of these types of cloud contact center solutions, which will translate into a 17.9% increase in global CCaaS end-user spending through 2026. In addition, it is estimated that more than 49% of contact center agents will use CCaaS licenses by the same year, as this option has become the preferred option for contact center investments.
The main benefits and reasons to move the contact center to the cloud are:
1 – A simple solution and easy to implement
CCaaS is an option that stands out for its simplicity. It can be quickly deployed without additional infrastructure, allowing agents to get up and running right away. With data and process capabilities on demand to provide greater flexibility and automating processes. This allows, among other things, agents to work from home when necessary, while unifying work processes with those agents who are in the contact center facilities. Supervisors can monitor agent performance remotely, ensuring greater stability and efficiency. Management is simplified and with room to react in real time as the needs of clients and agents evolve.
2 – Flexibility for agents
The pandemic has forced companies to rethink their work processes and find ways to offer products and services continuously and without interruption. Cloud contact centers have played a key role in this transition. Maintaining consistent, high-quality customer service is one of the challenges of the post-pandemic.
The well-being of agents is a decisive factor for customer satisfaction and their commitment is one of the main factors in improving the customer experience.
Cloud technology allows agents to work from anywhere with our unified management platform. Equipped with technology that allows them to be efficient while working in the most comfortable conditions, they are the greatest ambassadors for your brand.
3 – Cost reduction and agility
Cloud migration allows companies to reduce overall costs. For example, agents can be added or removed as needed at no additional cost. Unlike on-premises solutions that have a limit on the number of agents, cloud solutions can easily scale. This makes it possible to manage spikes in contact center activity due to seasonal events, emergencies, or other situations where agents have a heavier workload. Anticipating the risk of saturation in these cases is key. Therefore, by adding more agents when the context requires it, you can offer a non-stop experience to customers. In addition, by not requiring physical infrastructure or local storage, overall operating costs are reduced.
4 – Regulatory Compliance and Safety
Cloud-based contact center solutions offer the necessary flexibility to adapt to current data protection and privacy regulations, such as the General Data Protection Regulation (GDPR) in the European Union. These solutions are constantly updated to comply with regulations, which implies limited and appropriate use of customer data. By choosing CCaaS, your company will have a professional team in charge of monitoring security risks in the cloud and taking proactive measures to manage any problems that may arise.
In short, the customer service landscape is constantly evolving and companies must be prepared to adapt at all times. By choosing the right technology for your contact center, like CCaaS, you’ll be able to cope with change and ever-changing expectations while still delivering exceptional customer experiences.
Integrate all channels in the same space with EVOLUTION
Do you have a contact center and are you still doubting whether to incorporate these channels? Contact us or request a demo of our omnichannel software EVOLUTION. The most complete and innovative solution on the market with which to integrate traditional channels plus WhatsApp, Twitter, Facebook Messenger, Telegram, Live Chat, Chatbot and much more in a single space. Ready for omnichannel?
