As technology becomes more and more advanced, business owners are seeing a lot more opportunity to upgrade their systems and are realizing amazing results. The cloud is one piece of technology that has changed the way many companies do business, allowing for smoother operations when it comes to customer relationship management and overall customer service.
By migrating a traditional call center into the cloud, you can pay for the resources you need and avoid paying for what you don’t. A cloud solution not only allows you to scale as you grow but with a subscription model, you can pay for what you use over time.
The cloud comes with plenty of benefits for small-business owners. We’ll share five ways migrating your call center into the cloud can vastly improve your business. But first, let’s discuss what cloud migration actually means.
What is cloud migration?
Cloud migration is the process of taking a company’s systems (digital assets, data services, IT resources or applications) and sending them to a cloud platform. It essentially allows your teams to stay connected with each other and your target audience by allowing them to access the application at any time — and from anywhere — via the Internet. Cloud migration can help you make informed business decisions by allowing you to access data in real time.
1. Increased flexibility
A call center in the cloud allows you to hire and manage people from all over the world. You don’t even have to be on the same continent. Your team can access the platform from anywhere at any time on their smartphone, tablet or laptop, and they will have access to all of the required data they need. So when your employees need to travel for work or visit another office location, they can still access what they need on the go.
2. Reduced IT costs
With a cloud-based call center, your IT costs will decrease significantly because there’s no reason to hire a team of experts to manage your systems and deal with any issues that arise. Any problems you have will be handled by your cloud provider off-site. The only thing you have to worry about is providing all of the information they need related to the issue at hand.
3. Heightened reliability
A cloud-based SaaS platform is often much more reliable than traditional systems. In the event of a disaster or system failure, cloud systems can make sure your systems stay safe. The cloud offers a high level of protection from data loss so you know your information is there when you need it. Your company data is backed up on a server at a secure location and is protected from any potential outages. The best part? During these types of crises, you can access your data from a cloud-based SaaS platform without losing business continuity.
4. Improved collaboration
A contact center makes collaboration a breeze because you can manage inbound, outbound and blended interactions seamlessly. Workforce optimization and workplace management features allow you to find the right people within the company when you need them.
Moreover, a cloud call center provides multiple channels of interaction, including voice, email, multi-session chat and social media, among others. Your managers can forecast staffing requirements and get unlimited “what-if” scenarios to help understand the impact of certain variables like budget and staffing. You can even get real-time alerts when your team’s performance falls below expectations.
5. Enhanced integration
When you have a cloud-based contact center in place, integrating with other applications is easy. For example, if you already have such a system in place, you can integrate it with your online web forms, social media pages, code repositories, point of sales systems, project management systems (like Google Calendar or Office 365), team chat applications and transactional email marketing systems. This makes managing your entire operation a much smoother experience.
Taking advantage of what the cloud has to offer
Now that you know the amazing benefits of migrating your call center to the cloud, you can make a decision with a firm understanding of all that you can do. A cloud contact center can provide increased flexibility, reduced IT costs, improved reliability, better collaboration, and easy integration with other systems. So think about the ways your business can benefit from cloud migration and make the switch today so you can take full advantage of all that the cloud has to offer.