Cloud Contact Center: the path to the future

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Contact Centers are complex and dynamic environments. Managing workloads, maintaining quality levels and planning resources are just a few of the challenges that must be addressed on a daily basis.

A continous management and optimization of platforms is required to maintain the high levels of service demanded by the customers. This means that contact center managers have to dedicate their time to manage systems. Rather than focus on what is important: their core business.

Why Cloud?

There are many advantages of moving the contact center to the cloud. Flexibility, scalability, availability and dynamism to adapt to the changing needs of customers are some of the most important ones.

Also in terms of infrastructure management. Passing that responsibility to services providers, reduces dependency between departments. Operations teams can then put their focus on metrics while IT teams ensure that service levels are met.

This is the perfect alternative for those companies seeking not to worry about technical issues and, focus entirely on their business and their customers.

More resources, more probabilities

By being able to host contact center applications in the cloud, we can quickly adapt the solution according to the success and needs of the business. For instance, specific activity growths or decreases, deployment of new functionalities, campaign customization, etc. Pay only for what is used with no need of significant capital investments.

Free valuable resources from technical management tasks. So they devote more time to their duties and value-added activities, increases the likelihood of achieving their goals.

Don’t get left behind

According to Gartner, pay-per-use platforms will grow 56% until the end of 2019 and through 2025, 80% of companies will change their infrastructure to the cloud.

This technology is finally begining to gain visibility in the market and its benefits are clear. Companies have to see it as a facilitator. Which implemented and managed correctly, can convert the contact center in an indispensable tool for any business.

Contact centers must be willing to challenge its traditional beliefs to continue being competitive and relevant. In a changing world, moving at a pace never seen before, they have to be prepared to eat their own lunch. If we don’t challenge ourselves, others will.

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