Cloud-based contact centers are a way to enhance revenue, decrease costs and provide a positive and satisfying experience for customers. The centralised software allows a more enhanced analytical process, essentially the most efficient form of contact center optimization, that enables a higher level of customer profiling and more targeted responses.
1. Cloud based contact centers can be operated from any location and any device
The cloud allows your systems to be accessed from a virtual desktop that works on any device and via any internet provider. This allows contact centers to provide a more extensive service for clients and address their needs more efficiently. The centralised system also allows the application of 24/7 back-up easier to provide.
2. Hardware and software requirements are reduced
All software programmes are housed with the provider and agents are granted access to their profiles via the cloud. Consequently, your company’s physical hardware requires lower capabilities. Simple hardware such as Thin Clients require lower purchasing costs and are easier to maintain overall. They can replace older desktops as they need upgrading.
In further cost savings, the centralised software which is hosted by the cloud provider can be updated continually, and is covered by a monthly fee.
3. Agents can provide a more personalised service
The greater capabilities available via cloud based software allows agents omni-channel accessibility for improved service provision. The increased analytical capabilities of cloud based centers create detailed and precise customer profiles. Clients can be matched directly with a customer agent who is also profiled. Equally, chatbots are individualised to provide more accurate responses to customer queries and can be matched according to their profiles.
4. Customers are happier
Aspect Zipwire survey found that 75% of cloud users say their customer satisfaction increased, with 36% saying it had increased significantly. Interactions were improved in many ways including less technological difficulties, and a more rapid response reported by customers.  Clients enjoy being able to choose the communication platform and enhanced self service options that cloud based software provides.
5. Communication is available across multiple channels without complicated integration software
The cloud based solutions allow efficient cross over between voice, email, SMS and chatbots. The advanced analytical programmes that can be run from the centralised system, enables a more detailed profile based on all forms of communication for each customer. Audio and screen recordings have higher quality control which is adapted according to performance. AI automation is applied, as well as agent assistance being readily available.
If your contact center is the main point of contact for your customers, you can ensure better client retention with cloud-based contact centre optimization. These applications both provide real-time analytics and collate data to provide the information both agents and clients need, giving greater customer satisfaction, improving business performance indicators and increasing revenue.
Digital Web Services (DWS) is a leading IT company specializing in Software Development, Web Application Development, Website Designing, and Digital Marketing. Here are providing all kinds of services and solutions for the digital transformation of any business and website.
