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3 Biggest Advantages of a Cloud-based Contact Center

September 18, 2015 by

Cloud computing's popularity has exploded over the course of the past decade. The technology is no longer limited to only the most high-tech firms - companies of all sizes and sectors now can, and do, regularly leverage cloud-based solutions in a wide range of capacities.

One of the most powerful ways that firms can take advantage of cloud computing is in the form of a cloud-based contact center. Such an approach offers a number of critical benefits that traditional on-premise contact centers simply cannot match.

1. Cost Savings

The potential for cost savings is undoubtedly one of the biggest advantages that cloud computing solutions can offer in general, and cloud-based contact centers are no exception. The typical approach to an on-premise contact center requires the business to invest significantly in equipment and hardware. This can be a barrier to entry for smaller firms, and even larger enterprises will feel the sting of such spending.

With a hosted contact center, however, companies do not need to purchase their own servers and other hardware - they simply rely upon the vendor's systems, paying only for the services they actually use. This means that firms can not only deploy contact center solutions without a major upfront investment, but also ensures that companies do not inadvertently over-invest in their contact center technology. In just about every way, cloud-based contact center solutions provide superior performance at lower costs than any alternative approach.

2. More Effective IT Teams

Another critical benefit that cloud-based contact centers have to offer is the potential for more effective, productive IT teams among participating companies. In far too many cases, IT personnel spend large portions of their time focusing on maintenance, upkeep, and other basic yet essential IT tasks. This is certainly true in the contact center, with its wide array of communication channels and related technologies. This is a problematic approach as it limits the ability of a company's IT workforce to devote its time and energy to other, more important projects and endeavors. Companies can overcome this issue by simply hiring more IT personnel, but this is obviously a costly approach. What's more, IT workers are in heavy demand today, making it difficult for many organizations to sufficiently staff their IT departments, even if they are willing to spend significant amounts of money on pursuing that goal.

Cloud-based contact centers provide a powerful solution to this state of affairs. With these deployments, the responsibility for maintaining contact center technology shifts to the vendor. As a result, the company's own IT staff will be able to redirect their efforts toward projects that can further improve the organization, rather than spending most of their time on maintaining the status quo. This opens up many new possibilities for the business without requiring the firm hire new IT staff, largely thanks to hosted contact center solutions.

3. Improved Scalability

Contact center needs will vary tremendously over time. For some seasonal firms, the swings can be extreme, with heavy contact rates during certain months and minimal contact at other times of year. And ideally, as a company expands and grows, it will need to provide support to an increasing number of clients.

With traditional contact centers, the only options for organizations are to either over-invest - ensuring that sufficient capabilities are available but also guaranteeing excessive expenses - or under-invest and expect to be unable to meet demand at all times.

With a hosted contact center, though, companies can scale their capabilities up or down easily and instantly, all while continuing to pay solely for the services they use. This maximizes cost efficiency as well as service capabilities amid changing demands.

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