Move Contact Centers to the Cloud ASAP: 10 Reasons Why

by Chris Preimesberger

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.