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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.

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


2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Lexico Telecom

SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.

7.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

8.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

9.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

10.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

11.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

12.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

13.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



View more from Business Systems UK Ltd

Recent Blog Posts:
Call Recording Management – How the Head of IT can manage large Call Recording PlatformsOctober 9, 2020
Business Systems (UK) Ltd Awarded Supplier Place on SPARK DPSAugust 13, 2020
Top 4 Benefits Of A Cloud Contact CentreAugust 10, 2020
How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020
Top 10 Tips For The Modern Contact CentreApril 8, 2020
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020

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