Contact Centers in the Cloud: Sky-High Performance or Cloudy Results
January 20, 2014
Grazed from Business2Community. Author: Pekka Porkka.
I think it has been the consumers who have made cloud what it is today; a mega trend. It has been people like you and me using no-cost services which were conveniently available anytime, anywhere and often with any device from the cloud. We as consumers helped providers to develop and improve services which have then also become attractive for enterprise customers. Nowadays a large number of services are offered via the cloud for professional users and all of them come with similar benefits; flexibility, minimal maintenance, and cost savings.
Cloud services in contact centers can make customer service faster, better, and more efficient. A recent study of the Aberdeen Group called Transitioning your Contact Center from On-Premise to the Cloud shows that the overall revenue and the overall profit of companies who rely on a cloud-based model overtop those businesses that rely on on-premise solutions…
Aberdeen’s research also reveals that companies that deploy their contact center in the cloud enjoy 27% lower ($112.5 million vs. $155.0 million) annual contact center costs, compared to their peers and improvements in customer retention are more than twice as high. These figures and many more statistics available in the Aberdeen Study demonstrate the same rationale as what I have experienced. Customers choose cloud because they want to know what they will need to pay for the services they need per month and also the service is reliable and easy…