Cloud Services Expand Hosting Options
Cloud services technology is constantly innovating, enabling many businesses to move toward a cloud contact center platform. AccessDirect now uses Amazon Cloud Services to host new customer accounts.
Call centers need to focus on the customer experience while also generating revenue. Having a state-of-the-art virtual answering service can help organizations to effectively communicate with the customer while freeing up live agents to handle other issues.
A Study on Cloud Services
In a study by the Aberdeen Group earlier this year, of the 487 contact centers surveyed, 34 percent of businesses currently used a cloud-based contact center, while 28 percent had plans for creating similar infrastructure within the next year. The study showed that the majority of the businesses using the infrastructure were doing so because of rapidly changing customer demand, making them readjust their existing resources. Call centers also reduce downtime, which helps to keep clients happy as well as address their needs.
Cloud Call Centers
When looking at cloud call centers, speed of deployment and the amount of flexibility to tailor service for the customer are two factors to consider. While the system may cost more, the changing technology and lack of resources in many businesses has helped the cloud become more favorable in these situations.
Cloud call centers have primarily been successful in healthcare, insurance, financial services, manufacturing, retail/wholesale and related fields, according to Unified Communications Strategies. Common threads among the users include the pressure to reduce operating costs, limited IT resources, expectations to serve large populations, flexible deployment options, a rich feature set and the need to integrate contact center data with business software.
Any business that is customer centric can use cloud services to save resources and keep up their professional appearance when talking to a customer. While this cloud services technology is still growing and shifting, the businesses that are using it now are able to learn the system and use it to meet their goals.