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4 Reasons for Moving Your Customer Service Center to the Cloud

Portrait of beautiful customer service representative

The traditional customer support center has moved to the cloud. In 2016, the cloud-based contact center market was valued at an estimated $5.4 billion, according to Markets and Markets. Over the next five years, this figure will grow to reach $15.7 billion by 2021.

Disaster recovery needs, demands for faster deployment and flexibility and compliance requirements are fueling this expansion. Here’s a look at some of the reasons why more companies are moving their customer service centers to the cloud and how your company can benefit from adopting a cloud-based contact center.

1. Meeting Disaster Recovery and Compliance Requirements

Four out of 10 companies that suffer a major disaster never recover, while nearly 3 in 10 are out of business within two years, according to FEMA. If you don’t have a disaster recovery plan in place, you’re taking unnecessary risks with your company’s financial future. Depending on your industry, you may also be obligated to meet compliance requirements to protect your customers’ data against disasters and other risks such as identity theft.

These are some of the big reasons companies are moving their contact centers to the cloud. If a traditional on-premises contact center suffers a disaster, your whole business can go down in an instant. Cloud-hosted contact centers, on the other hand, are geographically independent of your physical location and are backed up in multiple locations, making it easy for your customer service team to maintain business continuity even if your main office suffers a disaster. Cloud-based contact centers can also help you endure minor inconveniences, like if employees are unable to arrive at the office on time due to inclement weather.

2. Supporting Rapid Scaling

Another major reason for moving your customer support system online is because of the cloud’s capability of supporting rapid, flexible deployment. For instance, let’s say your company wants to expand the size of its contact center. With a traditional on-premises call center, you’d need to use additional floor space; or, if floor space were lacking, you’d need to move to a larger location.

Meantime, a cloud-based contact center let’s you add as many remote staff as needed without requiring any additional on-premise space. Similarly, you can easily add support for new locations through a cloud-based center, even if they’re overseas.

3. Leveraging Technology for Efficiency

Cloud contact centers also help companies improve efficiency by making better use of technology. For instance, in today’s smartphone-centered market, a help desk ticket may originate in a channel such as live chat, migrate to the phone, and conclude with an email conversation.

By using traditional support channels, this ticket would require the customer to repeat the same information to several separate agents, wasting time and decreasing customer satisfaction. With a cloud-based contact solution like Aspect Zipwire, however, your support team can handle the customer’s issue from a single interface, providing a seamless and straightforward experience.

Cloud-based contact centers also make it easier for you to integrate your customer service information with other technology. For instance, you can use your CRM database to support your customer service team, or use analytics tools to track your customer service performance and make adjustments and improvements.

4. Cutting Unnecessary Operating Costs

For many companies, the bottom-line reason for switching to a cloud-based contact center is cutting expenses. Cloud contact centers require less in-house infrastructure than traditional call centers. They can also enable you to outsource more easily to potentially cut payroll costs, one of the largest expenses for any business.

Aberdeen Research found that cloud-based contact centers, on average, cut company costs by 27 percent annually. When these significant savings are factored in, along with the other benefits of going with a cloud-based solution, the case for moving your contact center to the cloud becomes even more compelling. Convinced yet?

Posted on April 24th, 2017 by Rachel Braam, Office Manager

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