Companies have employed various practices to increase flexibility and scalability in processing data. One practice that’s stood out is cloud computing.
As per Google, roughly two in five global tech and business leaders (41.4%) plan to increase their investment in cloud-based services because of the current economic conditions. Additionally, 33.4% of cloud leaders plan to migrate their legacy enterprise software to cloud-based tools, modernizing their operations.
According to 2020 statistics on the future of the call center industry, over 50% of call centers have long eyed a full exploration of the frontier of cloud technology. With cloud adoption rates increasing, you must understand its essence to keep your business ahead of your competitors and at the forefront of your industry.
Cloud computing encompasses providing various internet-based services such as email, content streaming, data storage, and access to tools and applications. These services are categorized as platform-as-a-service (PaaS), infrastructure-as-a-service (IaaS), and software-as-a-service (SaaS).
The IaaS model involves renting IT infrastructure components like data storage, servers, and operating systems. On the other hand, the PaaS model gives you access to tools and applications primarily for software development. Finally, the SaaS model provides customers with a license to use a company’s developed software.
When the Internet was new, you needed to buy and maintain physical servers to host your website. These would often be large and complicated pieces of tech that could wipe your website if you don’t maintain it properly.
Eventually, large tech companies began offering servers that people could use for a fee. Below is a breakdown of how cloud computing generally works.
The cloud is useless without data. With your data in the cloud, you can conveniently access it from any internet-connected device, anytime and anywhere. Uploading your data to a cloud server ensures safety even if the physical device is compromised.
Contrary to what its name suggests, cloud servers don’t float above land. Instead, they’re placed in large facilities with all the features needed to keep servers operational. For instance, since servers generate a lot of heat, these facilities typically have cooling systems to manage their temperatures.
Raw data comes in a form that people can’t understand. So, the cloud translates the user’s raw data into understandable and usable information without altering it.
The ability to access data from the cloud will depend on the cloud computing delivery model it uses. Public clouds are accessible to general users, while private clouds are only limited to authorized people, usually those within a certain organization.
Hybrid cloud balances both functionalities and is preferred by seven in ten (72%) businesses, according to Flexera. It’s ideal because if the private cloud becomes damaged, users can use the public cloud instead without significant workflow disruption.
Cloud computing doesn’t require storing data on local storage systems. Once you access data from your devices, like a laptop or smartphone, it will be securely stored in the cloud.
There are several reasons why more business leaders are shifting to the cloud. You don’t have to run a tech company to enjoy the benefits of this technology. Even as a call center business, you can experience the benefits of cloud computing.
Companies can save roughly a fifth (20%) of their infrastructure costs with cloud computing.
Cloud providers offer a flexible pay-as-you-go pricing model based on your storage and usage needs. This approach enables easy scalability, preventing overspending and optimizing resource allocation. You can allocate saved funds toward boosting customer retention efforts.
Cloud-based systems can also help increase agent utilization rates by using an automatic call distribution system that automatically routes calls to the right agent, saving resources.
Ensuring that each client’s data is secure must be a top priority for call centers. However, storing data on physical devices is seldom the safest option. Criminals may steal devices or compromise them through a cyberattack.
Fortunately, cloud storage protects data from these scenarios. You can assure customers that their data is safe with you, helping to build trust and strengthen your relationship.
However, loss prevention with the cloud doesn’t focus only on data but also sales and customers. Since the cloud can provide customer information to agents faster, it could help them reduce their average handle time (AHT) or first call resolution (FCR) metrics.
Leading cloud computing providers like Google and Amazon prioritize sustainability in their services. Cloud computing helps your call center take advantage of virtual space, minimizing environmental impact. Since many customers today are actively seeking ways to reduce their ecological footprint, they’re more likely to work with businesses committed to sustainability.
Embracing cloud computing not only helps boost your operational efficiency but also enables you to forge stronger connections with your customers.
Cloud-based platforms have the advantage of being highly flexible to suit your business needs. For instance, if you receive more customer calls, you can easily scale up the cloud computing bandwidth you need from cloud providers.
Installing monitoring systems for customer data stored in the cloud offers valuable benefits. It lets you boost customer retention strategies, efficiently manage your data, and gain insights.
Cloud providers employ robust security measures and continuous server monitoring to protect against cyber threats. They also implement authentication and verification protocols to safeguard your sensitive data from unauthorized access.
This upgraded level of security enhances your reputation as a trusted and secure option for customers, giving you a competitive advantage and increasing customer loyalty.
Implementing cloud computing to your business can often be lengthy, especially when business leaders aren’t aware of the right processes. Here are some basic steps to successfully implement cloud computing in your business.
What are your business’s current problems? Are you lacking storage for customer data and call recordings? Or do you need extra protection against data breaches? Defining cloud computing’s scope in your call center business will form the basis for your subsequent actions.
For instance, if you’ve realized that you need extra space for your customer data, you’ll know to focus on cloud service providers that offer attractive digital storage options.
Various cloud computing platforms are available, each with its own features, pricing, and limitations. You can start by exploring the biggest cloud providers, such as Amazon, Microsoft, and Google, which account for about two-thirds (66%) of the cloud market.
Amazon Web Services (AWS) is the most popular and oldest among the three biggest names. Many IT professionals consider it the most reliable and secure because of its history and higher computational capacity than Microsoft Azure or Google Cloud Platform (GCP).
That said, the number of services AWS offers can overwhelm you if you aren’t familiar with cloud computing yet.
On the other hand, Microsoft Azure is specifically designed for business customers and seamlessly integrates with Microsoft’s range of services and products. Alternatively, if your business already uses Google’s suite of applications, you can consider GSP as your platform.
When it comes to choosing a cloud computing service provider, there are a few important factors you should consider.
One aspect to consider is their certifications, which can vary depending on the services they offer. If you prioritize your customers’ data safety, an option is to partner with a cloud provider accredited by the Cloud Security Alliance.
You must assess the future direction of a potential cloud computing provider. During discussions, inquire about their company’s roadmap and alignment with your business goals. Engage with growth-aligned providers to stay ahead of the competition and maintain a strategic edge in the industry.
The policies and service-level agreement (SLA) the cloud provider outlines for you will be the guidelines for their operations. Businesses must take a careful look into this and understand them to avoid losses or mishandling of data or business miscommunication.
When you’re reading through the policies, look for the following:
Once set on what you’re migrating and where to migrate it, you can move your digital asset and tools, such as automatic call distribution (ACD) or CRM software, to the cloud. You should store highly confidential and sensitive information in secure local backups instead of the cloud.
It can often be a lengthy and meticulous process because of the scale of what you may need to migrate. That’s why it’s best to implement cloud computing in phases.
A slow migration will also help you avoid data loss and fix any potential issues that arise along the way, such as network connectivity issues. It also allows call center agents to learn and adapt to the new system.
In today’s rapidly changing technological landscape, businesses must stay adaptable and keep up with the constant evolution of technology.
Cloud computing is going mainstream because of its benefits, including cost-savings, enhanced security, risk mitigation, and environmental sustainability. After defining your data and services for the cloud and choosing a provider, you can begin migrating your operations gradually.
If your call center business hasn’t yet adopted cloud technology, you risk getting left behind.
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A cloud center of excellence (CCOE) is a strategic team within an organization responsible for leading and overseeing cloud computing adoption. They ensure the central IT team meets the best practices and standards for becoming a cloud-enabled company.
In general, cloud computing offers faster performance. When you host your data on the cloud, it lives within the robust servers of your cloud computing provider. These providers have dedicated infrastructure to swiftly deliver your data whenever needed. A data center’s speed will usually depend on the efficiency of the company’s network.
The benefits of cloud computing include saving costs, preventing data loss, and promoting sustainability. Cloud computing provides flexible technology to align with your business’s objectives and easily scale operations as needed.
Publish Date: May 22, 2023
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
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