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Outsourcing is Easier When Using the Cloud

Outsourcing is Easier When Using the Cloud

May 07, 2014
By TMCnet Staff

The memos are out, and everyone seems to have gotten them: The cloud is the place to be.

Yet many contact centers still maintain premise-based centers, holding on to old ideas and rapidly aging systems. While some might find comfort in doing things “the same way,” the options that a cloud-based contact center offers can no longer be ignored.


In a recent blog post, Marina Antestenis, Senior Director of Demand Marketing for inContact, took a closer look at the cloud and how using it can benefit contact centers.

The first advantage comes from saving on capital expenditures.

“The cloud is more affordable than on-premises systems, because you’ll pay a monthly fee based on what you actually use,” Antestenis writes. “There are no upfront costs, hardware expenses or costly software upgrades. You can also shift your premise system’s CapEx expenses to more regular, recurring OpEx costs with the cloud.”

There is also the benefit of not having your agents tethered to one computer in one office. “What if you want to expand your operations to include agents in the Philippines, or offer the option of working at home as a reward to top agents?” Antestenis asks. “That’s usually tough to do with a premises system.  With the cloud, it’s easy – employees just need a Web browser and a user account. There’s no complicated setup or configuration to add new agents to the system, and it doesn’t matter where they’re located – with the cloud, everyone uses the same system.”

The cloud also offers fast scalability options that are usually unavailable in fixed systems.

“One of a cloud contact center’s prime benefits is scalability, which means if call volumes rise, the system automatically adjusts to handle them,” Antestenis notes. “It also means you only pay for what you use, and there’s no need to have idle hardware sitting around ‘just in case.’ And if a disaster strikes (tornado, hurricane, blackout, etc.) you can quickly shift your call operations to a different geographic location.”

Finally, there is integration and customization. “With a cloud contact center solution, it’s easy to integrate systems and share data between them, such as integrating with your CRM so customer records can be updated between the two systems,” she says. “It’s also quick to develop custom integrations and upgrade to new functionality such as adding support for social media.”

Flexibility, cost-savings and options: Good choices for any business, and great ones for a call center. What are you waiting for?



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