You’ve been contemplating an upgrade to your contact center solution, and you keep hearing a lot of buzz about the cloud contact center. You need to know what it is and what benefits it offers to your company, as well as whether it’s a secure choice given the changing threats to cyber security.
A cloud contact center is simply a software solution that is hosted and maintained by the provider, rather than residing on-site and being maintained by your IT team. You access the solution through an online connection and pay for it as a subscription. Here are a few of the benefits that come with this type of solution:
Ease of Implementation: When you purchase an on-site solution, the barrier to entry can be formidable. From the capital investment to potential downtime during installation and a lengthy learning curve, these solutions often come with sizable disruption to your business processes.
When you choose a cloud contact center, there’s no big initial investment, because all hardware is owned and maintained by the provider. The implementation process takes a matter of minutes, and employees will quickly learn to navigate the user-friendly and intuitive solution.
Scalability: When you invest in an upgrade, you have traditionally paid for the number of users you think you’ll need, with some risk involved. When you choose a cloud contact center solution, you pay only for the actual number of users, with the ability to scale up and down as needed.
This means that if your business frequently runs promotions, or if there’s an element of seasonality to your call patterns, your cloud contact center grows and shrinks with you. Additional users can be added or removed in a matter of minutes to accommodate your needs.
Innovation: It used to be that, in order to access the latest features and tools available to your industry, you would have to purchase a new software solution. In many instances, innovations were only accessible to the biggest and richest companies.
Cloud solutions have changed all of that. Now, you can utilize the same solutions available to the biggest companies in your industry, and you’ll also get the benefit of every update and new tool that the provider of your cloud contact center rolls out.
Security: What sometimes is regarded as a concern about cloud contact solutions is, in fact, a benefit. You may be wondering whether your data and systems are secure when you engage with cloud solutions, but in many cases, the cloud is more secure than an on-site solution.
Cloud providers generally employ security teams that are far more advanced in their skills and training than what any single enterprise could supply in-house. The level of threat detection, encryption, monitoring, and reporting is advanced. Even so, be sure to choose a cloud contact center solution that offers security policies and tools that dovetail well with your own.
For more information about choosing a cloud contact center solution, contact us at eXemplify. We can help you assess your contact center needs, then leverage the best solution for your business goals and your budget.