As companies ride the waves of change, one thing’s for sure: the way businesses connect with their customers is getting a makeover. Cloud contact centre solutions are right at the heart of this action, rewriting the customer service rulebook in an epic way.
Everything you need to know about Cloud Contact Centres
Cloud contact centres are powered by cloud-based software rather than on-premise hardware and act like turbochargers for your operations, cranking up productivity and giving you the superpower to focus on your customers. Opus are accredited partners with leading cloud contact centre providers Cirrus, Five9 and 8×8. Despite the remarkable benefits of cloud contact centres, some businesses are still hesitant about moving away from on-premise solutions. Let’s dive into the reasons behind this uncertainty and explore how companies are boldly facing their concerns to fully tap into the potential of this customer service transformation.
Why are companies hesitant to shift to Cloud Contact Centres?
SECURITY CONCERNS
Despite enhanced security, some businesses are wary of having data outside their firewall. Proper due diligence of providers alleviates most issues.
INTEGRATION COMPLEXITY
Tight coupling with on-premises systems can complicate moving endpoints to the cloud. APIs and modern integrations simplify connectivity.
ARCHITECTURE REDESIGN
Rethinking processes to leverage cloud benefits may require revamping architectures. This level of change management takes time and expertise.
AGENT ADOPTION
Agents need proper training and encouragement to adopt new systems and ways of working. Clear communication and education help drive adoption.
REGULATORY COMPLIANCE
Highly regulated industries have stricter requirements that cloud solutions must accommodate. Choosing compliant providers is critical.
Six Benefits of Cloud Contact Centres
Now, let’s move from the “why not” to the “why” as we explore the incredible benefits that hosted contact centres offer. It’s time to say goodbye to the old-school setups and welcome the era of flexibility and scalability with open arms. Here’s what you stand to gain:
1. Hosted cloud contact centres significantly reduce costs compared to on-premises solutions
You avoid large upfront capital expenditures on hardware and software. Instead, you pay a monthly fee based on your usage, contact centre agents, and features. Operating costs are transformed from fixed to variable.
2. Hosted Contact Centres offer increased scalability
Since the cloud is handling all the infrastructure, it’s easy to scale up or down on demand. Adding agents no longer requires purchasing and configuring new hardware and software. You can dynamically adjust capacity to match call volumes. This agility is especially valuable for businesses with seasonal fluctuations.
3. Your data is protected 24/7 by dedicated security experts
Leading cloud providers invest heavily in state-of-the-art security like encryption, firewalls, intrusion detection/prevention, and more. For most organisations, security is stronger in the cloud than on-premises.
4. Cloud Contact Centres provide access to innovation faster
The rapid pace of technology change makes it challenging for on-premises solutions to keep up. Cloud providers are constantly enhancing their platforms with the latest innovations. You get access to cutting-edge features without added effort.
5. Cloud platforms offer enterprise-grade reliability
With uptime exceeding 99.9% cloud contact centres provide increased reliability. Redundancy and automatic failover ensure your contact centre stays operational. Disaster recovery is also simplified in the cloud.
6. Agents can work from anywhere with an internet connection
Increased mobility enables remote work arrangements that improve agent satisfaction and retention. A distributed workforce also provides staffing flexibility and business continuity protections.
Cloud contact centre benefits by industry
RETAIL
Personalised Customer Service: Delve into customer data to offer tailored recommendations, ultimately boosting sales.
Omnichannel support: In the retail world, customers expect to connect through various channels. Seamlessly integrate various communication channels to ensure your presence on social media, chat, email, and more.
Scalability during peak times: In peak seasons, retail often witnesses a surge in customer enquiries. Effortlessly adjust your capacity to meet heightened call volumes, ensuring no customer gets overlooked during busy times.
Cost-efficiency: Government agencies often operate under budget constraints. Hosted cloud solutions eliminate the need for costly on-premises infrastructure, resulting in significant savings. You pay only for the services you use, making it a cost-conscious choice.
Flexibility: Government needs can fluctuate, especially during crises or special events. These solutions exhibit high scalability, allowing you to readily add or reduce resources as needed, ensuring you’re well-prepared for spikes in enquiries or emergencies.
TRAVEL
Round the clock support: Excel in providing 24/7 customer support through sophisticated automated routing systems, ensuring travellers have access to immediate assistance at any hour. This minimises wait times and guarantees immediate traveller attention.
Quick Access to Information: These solutions offer intelligent call routing and integrated data access. Travellers can quickly access the information they need, be it flight updates, travel itineraries, or local recommendations. Reduced wait times lead to contented travellers.
HOUSING
Cost effective operations: Automate routine tasks like appointment scheduling, tenant verification, and document submissions to streamline operations, reduce errors, and allow staff to focus on more intricate inquiries, enhancing both efficiency and service quality.
Scalability: As housing needs change over time, hosted contact centres offer scalability. When housing associations expand, they can quickly adapt and onboard more agents or resources. Conversely, during slower periods, they can scale down to control costs effectively.
INSURANCE
Efficient data collection: Implement automated systems for collecting claim details from policyholders, guiding claimants through the process to ensure accurate capture of all necessary information. This eliminates the need for extended back-and-forth communication and reduces error.
Cost savings: Eliminate the need for large upfront investments in hardware and maintenance. Instead, insurers pay for the services they use, reducing operational costs.
Migration strategies when moving your contact centre to the cloud
Companies can choose from different migration strategies, each with pros and cons when moving your contact centre to the cloud:
Lift and Shift
This fast approach “lifts” your system and “shifts” it to the cloud unchanged. Speed is the main benefit, but you miss out on reengineering for the cloud.
Re-platforming
Also known as “rehosting”, this method moves systems to cloud infrastructure with minor changes to align with cloud services. Quicker than rebuilding from scratch.
Re-architecting
With re-architecting, you redesign applications and data for cloud native operation. Maximum benefits but also the most complex transition.
Rebuilding
A “greenfield” rebuild creates brand new cloud native applications from the ground up. Resource-intensive but enables sweeping transformation.
Best practices for successful migrations
RESEARCH
Research providers extensively and talk to their customers.
PRIORITISE
Minimise risk by starting with non-critical apps first.
AUTOMATE
Script tasks for simpler and quicker execution.
VALIDATE
Continuously test to catch potential issues early.
CHANGE MANAGEMENT
Get buy-in by clearly communicating the benefits.
CONSULT
Seek help from partners with cloud migration expertise.
The future is here
The bottom line is that hosted cloud contact centres such as Cirrus, Five9 and 8×8 are truly game changers for customer service. Sure, shifting from legacy systems takes thoughtful planning and preparation. But the effort pays off big time in the form of lower costs, increased agility, and happier customers. Rather than “cloud hesitation,” embrace a “cloud mindset.” Work closely with proven providers, leverage available expertise, and take it step-by-step. Before you know it, you’ll be reaping the rewards – smiling customers, more sales, and brand affinity money just can’t buy. Now’s the time to catch the hosted cloud wave and let it lift your customer service into the stratosphere!
