This will be a 2-part series. Here, we look at the better results and continued growth of Cloud Contact Centers. In next month’s Part 2, we will cover how to transition your on-premise system to a Cloud Contact Center.
According to TalkDesk, a cloud-based contact center can achieve 27% lower annual costs than its on-premise peers. Cloud-based contact centers are also more likely to improve uptime, customer experience, customer and employee retention, and profitability. These better results clearly explain the growing push toward cloud-based contact centers.
We know an off-premise, cloud-based system improves metrics across multiple departments. Let’s also look at additional benefits cloud-based systems bring to an organization.
Often, silos within an organization create segmented business units that do not cohesively work together. IT, application, and call center managers are separated, with each group focused on separate initiatives. Segmentation across each group creates a backlog of specialized tasks and operations that take time and resources to solve.
A flexible, scalable cloud-based system empowers you to better manage resources, operations, and customer experience.
Some organizations have inadvertently painted themselves into a corner by focusing their efforts solely at on-premise solutions.
Cloud Contact Centers improve customization, security, scalability, and flexibility for better efficiency across on-premise and remote agents, allowing for faster resolutions and greater customer satisfaction.
Not surprisingly, the better results we see from cloud-based systems promote growth and a continuing upward trend. Markets and Markets reports that Cloud Contact Centers will grow to a $20.9 billion market by 2022 with a Compound Annual Growth Rate of 25.2% from 2017 to 2022.
What will be the drivers behind a continued growth of Cloud Contact Centers?
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