During Covid-19 pandemic, all consumers have started to engage with brands that provides digital services. Knowing that consumers habits are about to change, the need to modernize the contact center is imperative because modern contact center can help companies to adapt during these challenging times. 

One of the latest trends in contact center is about moving to a cloud contact center. Then, have you ever known about cloud contact center and how important is this trend to support companies adapt in these uncertain times? Let us take look at the definition and benefits of moving to a cloud contact center for companies below.

Cloud contact center is central point in a company, from which all inbound and outbound customer communications are handled. Then, what are the differences between cloud contact center and traditional contact center?

During Covid-19 pandemic, not all employees are allowed to work in an office space because it will increase the chances of Covid-19 spread from one person to another.

Cloud contact center is considered as the right solution to overcome those challenges because all customer interactions – including voice, chat, text, video through email, social media and the web are accessible from virtually anywhere.

5 Reasons to Move to a Cloud Contact Center

1. Control your own upfront investment

Implementing cloud services means that there is no need to invest more in hardware or complex infrastructures. Cloud contact center can eliminate the need for big investment to modernize contact center systems. Companies can start to use the services anytime, and simply pay for what they use.

2. Quicker deployment and implementation

In general, on-premise contact centers can take months to deploy, while cloud contact centers can take as little as a couple days to a week to deploy. Cloud contact center solutions provider offer different implementation packages depending on the complexity of the task.

3.  Better flexible and scalable

As a business grows, indeed you want your existing solutions to grow with you. For example, by using cloud contact center, it is much easier for companies to add or remove agents licences in certain period. It is making cloud contact center as the right solutions for business with seasonal highs and lows.

4.  Agents can work effectively regardless of where they are

This point is the most important benefit for companies to keep providing great services to customers during Covid-19 pandemic. By implementing a cloud contact center solution, all agents can always work effectively because they can use their own devices to work, as long as they have a good internet connection. A flexible platform makes agents work productively, regardless of where they are.

5.  Having an easy-to-use application

If you are using a traditional contact center system, you will see often all the systems in your contact center are not working well together and it is hard to integrate some functions into one unified platform. Mostly, agents are flipping from one application to another to handle customer interactions, which means they might not easily get all the customer information or journey they need.

To overcome those challenges, companies can implement PhinCon’s contact center solutions. PhinCon offers contact center solutions with flexible deployment options and act as a software-based solution, which means that it can be easily connected or integrated with other systems such as CRM (Customer Relationship Management), Chatbot, KYC (Know Your Customer system) or Mobile RM, depending on business needs.

That is all the benefits of moving to a cloud contact center for companies. Nowadays, most companies have started to move to a cloud contact center due to the need to execute operational transition of their contact center during the Covid-19 pandemic without any significant challenges.

If you think about moving to a cloud contact center, you need to start with finding the right partner to get long-term business goals from implementing cloud contact center.

As a customer experience solutions provider in Indonesia, PhinCon is committed to always provide the right and relevant solutions to keep up with the trends and needs of each business. To get further information or consult with PhinCon’s professional teams, you can reach us at [email protected]

References:

https://www.genesys.com/definitions/what-is-a-cloud-contact-center

https://customerthink.com/the-top-7-benefits-of-moving-your-contact-center-to-the-cloud/

https://www.callcentrehelper.com/benefits-cloud-offer-contact-centre-148267.htm