Still Relying on On-Premise Contact Center Solutions? Here’s Why You Should Switch to the Cloud
As with many other areas of an organization’s enterprise, the contact center is experiencing radical changes in the way its day-to-day operations are carried out. Cloud technology is streamlining contact center operations and making it easier for staff to address and resolve customer concerns from anywhere in the world and at any time. These cloud-based solutions are colloquially known as CCaaS, or “Contact Center as a Service.” While moving on-premise contact center technology to the cloud is becoming more commonplace, it’s important for IT leaders to fully understand the key advantages that CCaaS solutions provide before making the decision to migrate to the cloud. Let’s learn more about the advantages that CCaaS solutions have over on-premise contact center solutions.
CCaaS: Effortless Scalability, Enhanced Flexibility, & More
Cloud-based contact center platforms offer several key advantages over traditional contact centers:
Integrates with Existing Infrastructure
If your staff relies on CRM tools and customer databases to deliver meaningful customer experiences, CCaaS can easily integrate these tools while providing additional AI-powered customer insights. While your contact center staff are working hard with customer requests, CCaaS platforms use AI to automatically generate reports on your customer’s spending habits, purchase intent, and more– these insights can allow your staff to more effectively meet customer needs.
Long-Term Cost Effectiveness
Cloud-based contact center solutions can essentially eliminate maintenance costs since updates are provided on a regular basis. The hard work of continuously optimizing your contact center technology is taken care of by the provider, so you won’t need to hire additional support staff to maintain them.
High Degree of Scalability
As your business grows, CCaaS can grow alongside it; you can scale your operations up to match increasing customer demand with ease. Adding new users to your team and equipping them with all of the tools they need to deliver meaningful customer experiences is quick and easy thanks to the added level of connectivity that CCaaS platforms provide. Plus, the training period required to sufficiently prepare new contact center staff is much shorter when they’re using a cloud-connected platform.
On-Premise Contact Center Solutions: A Thing of the Past?
While on-premise contact centers were once the standard across several different industries, their capabilities have gradually become outdated compared to cloud-based technologies:
Compatibility Issues
It can be difficult to integrate new technologies and tools into an on-premise infrastructure since it may involve additional resources to successfully implement. Extra computing power is often required to bring an on-premise contact center up to par with cloud-based platforms, and additional data storage may be needed to accommodate new integrations–if they are even compatible in the first place.
High Cost Implications
On-premise contact centers require regular maintenance to keep running, which can quickly increase your business’s operating costs. Hiring staff who can attend to your contact center technology around the clock is expensive, and even if your organization already has support staff, their time would be split between your contact center and each of your other business operations.
Difficult to Scale
While managing an on-premise contact center allows for a greater degree of control, it’s also more difficult to add and remove tools when customer demands shift. For example, if your business wants to hire more contact center staff to accommodate a seasonal rush, adding those new employees to your on-premise contact center and setting up their tools can take a significant amount of time to successfully complete.
Which Contact Center Solution Is Right For You?
If your organization is growing at a quick pace but also looking to reduce its operating costs in the long run, CCaaS solutions present themselves as the ideal option for businesses of all sizes. CCaaS is also highly customizable, meaning that it can be optimized to meet a variety of customer needs while proactively creating more meaningful customer interactions.
CCG specializes in designing and implementing CCaaS solutions that are made to help organizations better interact with their customers. With our approach, you only pay for the solutions you need because our recommendations always have your best interests in mind. We’re ready to help your organization discover the impact of a meaningful business relationship; contact the CCG team today to learn more about our bespoke IT solutions.