Advantages of cloud-based call centre software solutions
Whilst there is a perception that cloud-based call centre technology is relatively new, thousands of businesses have already transitioned to the cloud and in Australia, a Frost & Sullivan report identified Australia as on of the most established contact centre markets in the Asia Pacific region.
The reason thousands of businesses have moved their call centre to the cloud is there that cloud technology offers a range of benefits over the traditional call centre model that involved the need to have dedicated (and expensive) technology and software installed at a local level.
The one thing though that the industry hasn't settled on is what is the appropriate name?
You'll hear cloud-based call centre software solutions referred to as Software as a Service (SaaS), Contact Centre as a Service (CCaaS), cloud call centres or just call centre technology but essentially, it's all the same thing.
Benefits of cloud-based call centre software solutions
No hardware required
Users can access their call centre software through either an app installed on the phone or computer or depending on your chosen solution, directly via a web browser.
There is no expensive equipment to purchase upfront, with most cloud-based call centre software models just requiring a per-user monthly price. You also won't need an IT expert to set it all up and maintain it saving you thousands of dollars every year.
With a cloud call centre solution you typically only pay for what you use. This enables you to scale your solution up and down as your call centre needs change.
As all you need is an internet connection your agents can connect from anywhere in the world making it easy to use a work-from-home workforce that can make it easier to attract and retain call centre agents (and also access additional resources fast when you need them).
You can essentially access all standard call centre functions like call queuing and reporting through to advanced features like outbound diallers, powerful skills-based routing, omnichannel, speech analytics and more. Most vendors have solutions where you can start small and add on extra features as your business requirements change
Choosing the right cloud call centre provider
Like any decision for your business, choosing the right partner is critical for success. As cloud contact centre is essentially software, there are literally hundreds of different suppliers with new ones appearing on a frequent basis making it hard to work out the right partner for you.
Many of the traditional (hardware-based) call centre technology vendors have moved their solutions into the cloud or, can offer a blend of on-premise and/or hosted solutions depending on your requirements. This can be advantageous as the cloud is not always the right option - it really does depend on your business requirements.
There are plenty of small providers doing an excellent job, and we've also heard of some horror stories from both small and large providers. The key is to just do your research - contact the suppliers and ask to see real-life demonstrations, talk to existing customers and ask for references. And make sure you are clear on your requirements.
We also offer a free service to help you make the right decision - just contact us for more information or search for call centre consultants who can help you make the right decision. A small investment up front can save you substantial costs in the future!
If you'd like to learn more about cloud and other core technology for call centres, we've got free articles written by industry experts without all the sales pitches to help you learn.
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