Cloud Call Center – The Way of the Future

Simply put, Cloud Call Centers (a.k.a. “Cloud Contact Centers”), are the way of the future.

In this day and age, you can’t afford to be bogged down by slow or outdated systems while being overwhelmed with multiple channels of customer communication. Some more daunting news: new social channels are popping up each day and customer service and interaction is truly becoming an instantaneous operation. If you feel like your Call Center is not at an adequate level, it’s time to move into the Cloud, and here’s why…

Scalability

When you move to the Cloud, you no longer have to purchase, setup, maintain, and upgrade hardware and software in order to have the latest and greatest system for your agents. This makes sure the finance guys are happy, as there isn’t a need for capital investment, lower startup and integration costs, and no upgrade fees. Also, with all of that responsibility moved to the provider, your IT team now has more time to help tweak the experience on the user side. If your business grows and changes often (which business doesn’t these days), the scalability is incredibly pain-free. Easily add a few phones here and there as well as features and components as you need them. Again, it’s all in the cloud, so your provider can easily configure things on the fly in a professional and secure data environment, keeping costs and down time at a minimum.

Modern Agents…

Tomorrow’s ideal Call Center reps can be seen as service agents with all of the modern tools of communication at their fingertips…a highly trained, personable force ready to respond to and help customers through whatever channels necessary at a moments notice. If your current Call Center doesn’t reflect this, it’s time to upgrade.

With an integrated system in the cloud, reps will sit down to a fully-capable enterprise level system with “Agent GPS.” Upon logging in, he will know exactly where all of his interactions are occurring, where data is coming from and what his next move needs to be in order to more effectively serve. Picture a command and control center for special operatives who need to act at a moment’s notice.

Moreover, a cloud-based system allows your call force to be mobile and “accident-proof.” Let’s say that one of your reps has an emergency and can’t make it into the office – no problem, they can access EVERYTHING by logging in from home and have the latest interactions. Another example would be a rep that’s on the go and needs to access client information out of the office – all of their info would be within their finger tips upon logging in on a smart phone.

…need Modern Tools

Moving your Call Center to the cloud also gives you the latest and greatest tools to command and control. Integrating data mining, server data capture, customizable forms and customer response, you’ll have solid intel on your customers’ satisfaction and tastes at an in-depth scale.

With robust reporting and integrated metrics at an enterprise-level, all of that collected data can be tracked and utilized to boost performance and efficiency in the center.

Finally, imagine all of the channels of communication with customers (Facebook, email, chat, voice, Instagram, Twitter, etc.) all wrapped up into one easily-manageable platform for reps to get a “big picture” analysis of the situation. Not to mention, since the system is based in the Cloud, all of the customer data is totally up to date from any log-in point at any time of the day, stored off-site in case of system failure at the Call Center.

If any of this sounds foreign to you, it’s probably a good indicator that you need to upgrade your Call Center to the cloud immediately. Put simply, your agents need the right tools for the job, and clearly the cloud can provide those for your Call Center. Obviously, call centers vary a great deal, and each one really needs to find a “perfect-fit” system that tailors to their size and throughput. At AeroCom, we can help you find the perfect provider that will meet your exact requirements with no extra fluff or hassle. It’s time your Call Center joined the 21st century…

Contact us to quote the best cloud contact centers available for your company.