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Top 4 Benefits Of A Cloud Contact Centre - Business Systems UK Ltd - ContactCenterWorld.com Blog

Top 4 Benefits Of A Cloud Contact Centre

The chaos of the worldwide pandemic has pushed us to the verge of another cloud migration . We’ve seen it with data storage, and we will now witness the same evolution in the contact centre industry, moving from the on-premise call centre solution to a cloud contact centre.

Why implement Cloud Contact Centre technology?

It’s a reality that COVID-19 caused contact centres worldwide to struggle as they attempted to implement efficient remote-working solutions for their contact centre agents. Implementation needed to happen fast and made many businesses realised that a cloud contact centre offered scalability and operational efficiency in addition to remote working. And as a second wave of the virus threatens to make an appearance, contact centres need to remain prepared and ensure their systems and processes are in place to cope for another potential lockdown.

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There are many reasons as to why now is the right time to make a move to a cloud based call centre solution. Here’s our top 4.

What are the benefits of using Cloud Contact Centre software?

1. Empower Agents with A Modern-Day Cloud Contact Centre solution

According to research carried out by ContactBabel in 2019, only 26% of 2019’s UK contact centre survey respondents had some form of homeworking capability with only 3.8% of UK agents actually being based at home [1].

Fast forward to 2020 and we’ve seen a widespread accelerated focus to home working across all industries. And for many, it has worked well. For some, homeworking has been credited with reducing agent attrition and offering greater staff flexibility with 55% of UK contact centres citing this as the most important benefit to homeworking so far [2].

Remote working is a topic, particularly within the contact centre space that will continue to divide opinions. And understandably so as traditionally, the contact centre space has always been a physical workplace with agents sitting side by side answering calls with Managers/Team Leaders supervising.

However, in a post-pandemic world where homeworking is no longer an unknown, and has been tried and tested by the majority, organisations will struggle to attract quality agents if they do not offer their employees homeworking and agent flexibility in some form or another.

In fact, according to statistics, working from home means an 80% better retention rate for contact centre agents [3].

As many organisations will have realised during the lockdown, cloud contact centre technology offers flexibility for employees which are far greater than an on-premise system.

For starters, the technology is browser-based so agents can access the system wherever they are.

Secondly, homeworking has provided employees with more flexibility over their working hours and home life, delivering increased satisfaction for the employee which in turn will result in an marked improvement in customer service as agents strive to demonstrate their ability to work from home.

2. Achieve Long Term Cost Savings with Cloud Contact Centre software

Moving to a cloud contact centre means more flexibility in staffing, supplier management and business continuity arrangements which can amount to long term cost savings:

  • Cloud contact centre technology means organisations are easily set up for remote working. Remote working in turn allows contact centres to widen their recruitment pool by looking for agents in other geographic locations and are not limited by the area proximity which the contact centre resides in.
  • As cloud software easily supports remote working, this can also reduce the need to find additional physical office space for when the business expands.
  • Moving to the cloud also means contact centres can support a more volume-driven staffing schedule. For example, remote workers can log on for short shifts when they are needed (based on how busy the contact centre is) rather than the full eight hours which agents might normally work.

  • Cloud contact centre technology easily allows for the ability to scale agents up or down according to seasonality. This can be based upon the requirements of the business throughout the year and eliminates the need to purchase licenses outright.
  • For multi-site operations, moving to the cloud offers the opportunity to have a single-cross-site management team with call routing and self-service controlled at a single point. This means management costs are reduced and infrastructure/processes held in the cloud will avoid issues which an on-premise call centre solution can experience, such as work duplication across sites.
  • Lastly, a cloud solution means organisations can consolidate multiple suppliers into fewer, or even a single supplier to manage the contact centre infrastructure, PBX and telecom services. This reduces the time being spent on supplier management

3. Reap the benefits of a Unified Contact Centre solution

Communications these days now need to be kept consistent across multiple channels, working together seamlessly to provide a unified customer experience.

A cloud based based contact centre solution can help achieve just this, where communications, systems and processes can be managed in one space, making it easier for the contact centre to navigate from webchat, to SMS to phone calls to any other channel.

Take the example of Gant Travel – a corporate Travel Management company based in America. Gant Travel were struggling with a siloed contact centre. This meant no visibility across channels, increased call handling time and customer friction. By implementing cloud call centre technology, they were able to:

  • Develop a custom dashboard for agents to access customer profiles
  • Integrate their cloud call centre solution with Salesforce so the relevant customer profile data was pulled into the system as soon as there is an incoming call
  • Improve their Interactive Voice Response Technology (IVR) which included eliminating unnecessary options which were causing customer frustration

4. Plan for contact centre disaster recovery with cloud contact centre software

Cloud based contact centre models ensure business continuity and disaster recovery in the following ways:

  • Cloud solutions enable agents to be connected to the technology platform and necessary applications from anywhere, with the only requirement being access to the Internet. With an on-premise system, if disaster strikes and agents need to work from home, getting set up to work remotely can be much harder and as a result have an impact on the customer experience during this critical time.
  • As many cloud solutions are equipped with clustered data centres in different regions, this ensures that even in an outage, if the primary system were to go down, the next available interaction can be delivered by the next available data centre in a fully replicated model. Cloud solutions are run in an active-active model to ensure service failover is as seamless as possible. This allows companies to maintain their availability to service and sell, avoiding what could be a disastrous turn for the organisation, where the inability to service and sell could result in lost revenue, negative customer experiences and a high number of interactions dropped.
  • Cloud solutions also eliminate the time-intensive and costly process of building and maintaining a back-up site to deal with emergency situations. With a cloud solution, business continuity and disaster recovery can be delivered from multi-site locations.

Tip: Cloud solutions can also provide backup reserve disaster recovery protection to contact centres who have an on-site customer premise equipment (CPE) model. This allows for organisations to become more familiar with offsite functionality and hardware but at a slower pace. It can lead to a greater commitment further down the line to relocate the primary functionality into the cloud once the original contact centre technology is at end of life.

Why is it important to consider Cloud Contact Centre Technology?

During the upheaval which the global pandemic has caused, understandably some organisations may be hesitant to invest in new technology.

However, although it may be tempting to remain with the familiar, it’s important to remember that innovation and change can be a good thing, particularly when looking to drive competitive differentiation in the contact centre industry.

Many contact centres may have been thrown into the world of cloud and remote working the last few months, and it may have happened a lot quicker than many of us would have expected. However, witnessing so many operations moving within days to a remote working environment whilst still supporting customers during this challenging time is proof that a cloud contact centre’s disaster recovery and business continuity advantages should not be overlooked.

If you would like more information on how cloud contact centre technology can benefit your organisation, then get in touch with the team >

Our cloud based call centre solutions have been implemented across some of the largest contact centres globally to help organisations to achieve their strategic goals.

Source: https://www.businesssystemsuk.co.uk/blog/2020/08/10/top-4-benefits-of-a-cloud-contact-centre/

Publish Date: August 10, 2020 5:00 AM


2020 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



View more from Business Systems UK Ltd

Recent Blog Posts:
Business Systems (UK) Ltd Awarded Supplier Place on SPARK DPSAugust 13, 2020 5:00 AM
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