Tech Lover 9

For some time now, business operations have been streamlined and consolidated through the development of contact centres, where all of a customer or client’s queries can be dealt with under one roof. As IT and telecommunications have developed, hand in glove, the functionality and sophistication of contact centres have increased exponentially. They have already changed business for good – now the migration of contact centres into the Cloud is doing so again.

The next step forward

Cloud contact centres could be said to be fast becoming the standard way to organise an enterprise’s communications, with more and more companies making the switch every day. The savings that have previously been made by outsourcing one’s contact centres to cheaper locales are eclipsed by the even greater cost-effectiveness of the Cloud, and companies offering contact centre services manage these Cloud-based centres more effectively than ever before, thanks to ever-more smart software and applications.

Cost savings coupled with customer service advances

Apart from the savings to be had, migration to the Cloud has also provoked a change in customer service expectations, thanks to the features that the new technology can offer, such as personalised responses, instant matching of all a customer’s data – preventing the need from them to be constantly shuttled between departments – and voice-activated customer service. All this has led to old-style contact centres appearing increasingly unfriendly and unresponsive to a customer’s needs.

Jump before you’re pushed

Despite these clear advantages, many contact centres are reluctant to migrate to the Cloud, worried about all the investment they have already put into their current technology. However, it’s best to jump now before you’re pushed later, since old-style contact centres are already facing ageing technology, and the upgrades needed to allow their existing hardware and software to begin competing with the Cloud are merely a temporary – if very expensive – fix.