Move Contact Centers to the Cloud ASAP: 10 Reasons Why

By Chris Preimesberger  |  Posted 2014-03-05 Print this article Print

Contact centers, long a mainstay of online business, are making a major transition from on-premises, legacy systems to cloud-based platforms. At this time, however, many businesses are still hesitant to make the move. In the past, growth of the cloud has outpaced expectations. As cloud adoption caught on, the technology matured, allowing for drastic improvements. Typically, on-premises solutions have been time-insensitive and have required multivendor technologies. The move to a cloud contact center allows for more flexibility, security and productivity. It also opens an opportunity for companies to adopt cost-efficient IT, which empowers customers to be in control of their software. Cloud-based software focuses on the customer needs and business goals and simply enables a better user experience. This eWEEK slide show, featuring expertise from cloud contact center software provider Five9, outlines why moving to the cloud is a good move for contact centers, and that users won't be leaving much behind except their bulky, outdated on-premises solution.

  • Move Contact Centers to the Cloud ASAP: 10 Reasons Why

    by Chris Preimesberger
    1 - Move Contact Centers to the Cloud ASAP: 10 Reasons Why
  • Get Up and Running in No Time

    On-premises systems can take months to deploy, while cloud-based solution implementations are quick and simple. Whether you're a small business or large enterprise, you are able to get your system operational in as little as 48 hours. Built-in software provisioning also allows customers to change their system on the fly with easy-to-use administrative tools. 
    2 - Get Up and Running in No Time
  • Agents Can Work From Anywhere

    Virtual contact centers and at-home agents are becoming much more common as the operational benefits become more apparent. The cloud enables agents to be based anywhere in the world. Today, contact centers have more than 53 percent of their agent population working from a home office. With cloud-based contact center software, all an agent needs is a headset, Internet connection and computer. This allows contact centers to employ the best agents possible, regardless of geographical location, with the added benefit of scaling the number of agents needed based on call volume.
    3 - Agents Can Work From Anywhere
  • Cloud Software Providers Are Security Experts

    Companies are often concerned that cloud-based solutions offer less security for sensitive customer data, but that isn't the case. In fact, enterprises are now realizing that a mature cloud software provider can offer higher levels of security than most companies are able to provide for themselves. A mature cloud software provider is able to track security levels with particular protocols and practices in place.  
    4 - Cloud Software Providers Are Security Experts
  • Easy Integration, Improved Productivity

    In the past, limited market integration and customization stalled cloud adoption. Now it is easier than ever to integrate applications to work together seamlessly. Greater capability allows cloud-based solutions to install in larger and more complex environments, and integrations with popular cloud-based CRM applications improve agent productivity.
    5 - Easy Integration, Improved Productivity
  • Automatic Updates

    By transitioning to the cloud, the hassles that come along with manual upgrades and maintenance disappear. Cloud software vendors apply new feature and function updates on a regular basis, and advanced features are accessible without extra steps. Users just need to log in as they normally would, and they'll have access to the updates.
    6 - Automatic Updates
  • Reduced Up-Front Costs, Pay as You Grow

    Hidden up-front costs that usually come with an on-premises solution are reduced significantly, while hardware and software investments are eliminated. Cloud contact centers require a modest initial fee, and customers only pay for features they use. In addition, the subscription model allows you to only pay for the agents who are using the system. Seasonal or growth businesses can add lines and agent seats with a quick phone call or email.
    7 - Reduced Up-Front Costs, Pay as You Grow
  • One Vendor, One Package

    Historically, on-premises systems require a variety of vendors to ensure all the working parts are moving together. In the cloud, most contact centers offer a bundled service with inbound and outbound telephony, phone services, agent desktops, supervisor monitoring and full-featured contact center solutions in one package.
    8 - One Vendor, One Package
  • Unexpected Peaks and Valleys Are Handled

    With premises-based solutions, adding capacity during seasonal peaks and valleys to handle demand fluctuations is expensive, time-intensive and therefore nearly impossible. Cloud software avoids these pitfalls while delivering the benefit of not needing to purchase extra capacity.
    9 - Unexpected Peaks and Valleys Are Handled
  • Better Access to Features and Functions

    Cloud-based solutions provide access to deep and broad applications, which were previously available only to large corporations. With a cloud approach, customers use the features they've purchased, and in turn they get the maximum value from their software. Features are tailored to customers' needs, and users are assured they are using the most up-to-date version.
    10 - Better Access to Features and Functions
  • Control Your Own Destiny

    Moving your contact center to the cloud frees up IT managers to focus on strategic issues rather than routine system maintenance. The cloud software is simple enough for non-experts to set up and alter settings without turning to IT, something that on-premises solutions typically require. Cloud software ultimately results in a stronger business and IT relationship.
    11 - Control Your Own Destiny

Submit a Comment

Loading Comments...
Manage your Newsletters: Login   Register My Newsletters

Thanks for your registration, follow us on our social networks to keep up-to-date
Rocket Fuel