Cloud computing has had a tremendous impact on multiple industries for the past several years, even more so on call centers.
Taking into account the range of advantages enjoyed by cloud-based call centers, it’s to be expected.
The best part about this trend is that it not only benefits contact centers, it also makes life much easier for the customers they serve.
Here are the reasons why cloud migration will largely benefit customer experience in your call center.
Thanks to the massive improvement in scalability and versatility offered by hosted platforms, agents are able to connect through PSTN or VoIP using any device of their choice.
In the same vein, team leaders and managers are also able to monitor the activity of their agents in real time.
In addition, cloud routing also allows for seamless communication between departments, resulting to a significant upgrade in call center capacity and better management of inbound call traffic.
Cloud computing gives every cloud-based contact center an edge in disaster recovery, owing to how data is transferred without the need to reload each component from each server.
Unlike traditional computing where servers need to be loaded before data can be recovered, cloud computing makes disaster recovery less costly on account of faster recovery times.
Call centers who have made a move to cloud computing are providing customers enhanced payment security courtesy of multi-layer protection systems being offered by cloud-based solutions.
Much of the added security is on account of the fact that data is secure while it is in transit or while it’s at rest in the cloud servers.
With the public’s growing awareness of the enhanced security provided by cloud-based systems, customers are bound to feel more secure in making financial transactions with call centers who are utilizing cloud-based solutions.
There are numerous debates on the matter of security when it comes to cloud computing, but the general consensus states that yes, clouds are more secure than conventional IT systems.
A big part of what makes the cloud secure is how it stores information in an encrypted form, which would need to be cracked before an intruder can get access to it.
Moreover, users are also offered more flexibility to shore up their data’s security on top of what’s available in the systems they’re using.
Since cloud-based solutions allow for better flexibility, scalability, and transparency, call centers are able to prioritize customer experience more.
Call centers that move to the cloud are better able to leverage their IT infrastructure, giving them more wiggle room to add more features and allowing them to provide superior customer service at lower costs.
Cloud computing will only grow in the years to come, and it’s just as well, considering the plethora of benefits on providers and consumers alike.
As customer expectations continue to rise in a congested market, you’d do well to give yourself the competitive advantage that cloud computing can readily provide.
Publish Date: January 31, 2018 5:00 AM
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