Tag Archives: contact center

Cloud Computing In The Contact Center

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Companies are looking for cloud solutions that satisfy the requirements of the IT manager in terms of reliability, security and rapid access to data, while still receiving everything they need such as service, flexibility and user-friendliness. By consolidating resources into secure, redundant and hardened data centres, providers of cloud solutions can offer a considerably higher degree of reliability and increased network security than before. Yet many companies are still sceptical about these claims and doubt whether a cloud-based communication solution can be successfully implemented within their organisation.

However, these reservations are unjustified. The advantages of cloud-based solutions for contact centres are significant, and many companies globally are showing greater interest and adoption. So, what are the main advantages of cloud computing?

Lower capital expenditure and lower costs

Cloud-based services save companies the high capital expenditure normally required for a communication platform and its associated applications. Companies no longer have to worry about configuration modifications, system maintenance, security and disaster recovery or software upgrades and updates.

Communication services are transformed into single, predictable cost items summarised on a monthly invoice where only the resources that are actually used are paid for (pay-as-you-go). Large server farms can be reduced or removed, significantly lowering not only cost but also energy consumption.

Rapid adaptation to growth and change

The contact centre infrastructure must quickly adapt to meet business requirements. Additional cloud services can be requested and provided at any time. New users, new sites and new functions are easily added or removed without having to invest in a new on-site system. Cloud services give companies the ability to combine new or additional services with existing on-site solutions for agents.

Keeps up-to-date with innovative technology

Given the rapid pace of technological advance, setting up a contact centre solution is not a one-off exercise. The requirements of customers and agents call for further investments and upgrades in order to keep pace with developments. Cloud-based services allow companies to keep up to date effortlessly with the latest developments. New applications or versions can be used as soon as they are released. Software is automatically updated at no additional cost and the system itself does not require any updates or overhauls.

Cloud computing provides the highest levels of security

Security is a sensitive topic and is still the key factor for many companies in the decision for or against a hosted solution. In-built software security measures and compliance with current international security standards must undoubtedly form the basis of any such solution. Risk audits must be able to be carried out at any time so the location of the data centre becomes an important factor. In general, both providers and users of cloud services should treat data security as a sensitive subject.

Availability to customers

The contact centre is important for the success of a business and the subject of availability should be given high priority. Customers want to be able to talk to someone at any time. Poor or limited accessibility is not only bad for business, it usually results in dissatisfied customers. The technology employed by cloud service providers, such as distributed or grid computing, guarantees an extremely high degree of availability.

Self-administration and management

The ability to intervene and make important changes yourself is vital, even for hosted solutions. As there are no devices or software to physically or virtually install or configure, all interactions with the contact centre solution take place in real-time via a web browser, whether it be for agents, supervisors or managers. This enables specialists to carry out and adapt critical and required tasks, such as routing changes or generation of reports and evaluations, as and when required.

Author: Kathryn Penn
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Move to Cloud Computing Drives Virtual Call Center Trend

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In the contact center space today, the cloud is having a significant impact. Not only does this deployment model offer lower cost and greater functionality, it can also open up a broader reach for those operating in nearly every industry. In a recent Contactual white paper, the company took a broader look at the two biggest affects of the cloud on the traditional contact center.

Cost Benefits of the Virtual Call Center

With the integration of the cloud in the contact center space, a number of companies are moving to launch the virtual call center. In doing so, they are enjoying a delivery platform that is much more affordable than the traditional brick and mortar approach. Organizations can now shift from CAPEX to OPEX, while smaller centers have access to functionality and features previously only afforded large enterprises.

The cost benefit has been touted by a number of different companies offering virtual call center technology and such benefits have been proven through extensive research. The topic, in fact, has been studied intently and leading research firms suggest that total cost savings in the acquisition, operation and maintenance of contact center operations have been in the 25 percent to 50 percent range.

Adoption of the virtual call center has been rapid in the small- to medium-sized business (SMB) space and the hosted model has proven itself to be a viable option. As a result of this success, larger enterprises and bigger contact center operations are adopting the virtual call center as a valuable business tool.

The Improved Virtual Call Center Agent

With the rise in the adoption of the virtual call center, we have also seen the increase in the use of at-home agents. The cloud is a key enabler for the at-home agent within the virtual call center as agents can easily and securely connect via the Web from nearly any location. And, as labor continues to be the largest cost associated with any call center, this move to reduce the overall costs associated with staff is one that is gaining momentum.

The at-home agent within the virtual call center delivers other benefits as well. In fact, successful at-home agent models have proven this approach can reduce agent attrition, with some studies showing attrition to be as low as 10 percent, compared with 25 percent to 45 percent in traditional centers. Lower rates for attrition drives significant cost savings, more satisfied agents and better overall customer service.

The virtual call center offers a full range of options to the small or large business seeking to optimize its customer service initiatives. The challenge is to identify the right mix for each business and implement an effective strategy for success.

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Top Ten Reasons to Choose Hosted VoIP Services

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Hosted voice over Internet Protocol (VoIP) services can level the playing field for small and mid-sized businesses, making enterprise-grade communications available for a monthly subscription fee. At the same time, the flexibility of hosted business telephony offers unparalleled value for larger players as well.

Here’s a look at ten reasons hosted VoIP services could be the right choice for your business:

1. Lower upfront cost: VoIP services maintain a system infrastructure on behalf of the subscriber. That means there’s no need for your business to purchase costly equipment such as an IP private branch exchange (PBX) or to upgrade the data network to support VoIP communications.
2. Maintenance benefits: Maintenance is the hosted provider’s responsibility. You can count on the service provider to maintain and upgrade the network infrastructure as needed. In addition, the hosted VoIP company takes care of moves, adds, and changes. Your company reaps the benefits of hassle-free communications and lower IT costs.
3. More advanced features: Hosted VoIP services offer on-demand access to advanced features. With the costs shared among the community of subscribers, even smaller businesses can enjoy enterprise-grade features such as unified communications and contact center functionality.
4. Customized feature packages: A la carte pricing enables you to pay only for the features you use. Build a customized feature package that suits your business’ requirements and add or remove features as needed.
5. Greater flexibility: Hosted VoIP services offer an ideal choice for businesses whose workers are mobile and/or dispersed across multiple locations. In this scenario, a centralized premises system puts unnecessary demands on the company’s network. A hosted service is easy to deploy to multiple changing locations, and offers service benefits for end users.
6. Scalability: Businesses managing rapid growth, seasonal shifts, or other dynamic changes are best served with a hosted service. Hosted plans allow clients to adjust their capacity and number of seats to reflect their current needs. Depending on the plan, you may be able to adjust your scale monthly.
7. No integration issues: Premises systems often rely on integration between legacy and new VoIP equipment, which can produce session initiation protocol (SIP)-compatibility issues and service disruptions. Hosted VoIP services maintain a seamless infrastructure offsite, avoiding the complications of patchwork technology.
8. State-of-the-art network infrastructure: Hosted services upgrade their network regularly, affording clients access to next-generation network technology.
9. Ease of use: Hosted VoIP is easy on the user. Training requirements are minimal and users can adjust their preferences directly using a Web dashboard.
10. Productivity: Access to advanced functionality, easy maintenance from remote locations, and a user-friendly system add up to advantages in worker productivity. Low maintenance demands also free up internal IT staff to focus on more high-value pursuits.

Together, these ten benefits present a solid case for choosing hosted VoIP services. For smaller companies looking for enterprise-grade communications and larger companies seeking flexibility, hosted services offer an unbeatable value.

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