The opportunities afforded in the cloud have long been enjoyed by those brands not afraid of making a change. Others are a little slower to adoption and prefer to let the trend setters run into the first obstacles so they can learn from their mistakes and successes and ensure better results. Now that the competition has adopted the hosted contact center strategy, it’s time to revisit the benefits and determine whether or not it’s time to get on board.

Low Total Cost of Ownership

You’ve heard this one time and again – the cloud offers a lower cost of operation. You’ve probably also reviewed the different assessments that look at ownership over time. In some cases, the argument can be made in favor of the on-premise solution as the cloud contact center has a cost that never ends as long you need the solution. In reality, you also never stop paying for the on-premise solution, either. Updates, upgrades, management and maintenance will always have to be a priority.

The hosted contact center, by contrast, allows you to determine what level of support you need at the time you need it. If you grow, the solution can grow with you. If you need to scale back and reduce your output cost, you simply scale back accordingly. This gives you complete control over your costs and your projections for the long-term.

The Proof is in the Features

One of the best things about the hosted contact center is the ability to look as big, nimble and capable as your larger competitors. Before the availability of technology in the cloud, you were limited to what the budget would allow. Now, because you’re paying according to use, you gain access to all of the features enjoyed by the big boys and can compete accordingly. The playing field has been leveled – take advantage of it.

Key Integrations

If you’ve implemented Unified Communications (News - Alert) and deployed Voice over IP (VoIP) technology for all of your users, the hosted contact center is the logical next step. Complete integration allows you to leverage all communication assets in your business processes and ensure you can offer, capture and archive voice recordings, video interactions, live chats and more. When these assets are available through your Customer Relationship Management (CRM) platforms, you’re also well-equipped to deliver better customer care.

The benefits afforded with the hosted contact center can significantly extend beyond this short list, but the message is clear – it’s a new year and time to evaluate your current offerings, that of your competitors and potential vendors. Put your plan in place for that competitive advantage and enjoy the ride.