Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

The Future of Call Center Solutions

656 views

Published on

Call centers know that there has to be a more modern way to enhance their call center solutions than traditional telephony. Good news: The future of call centers is here, and it’s looking cloudy for outdated call center technology.

Learn how a virtual call center will renovate your business and change the industry as we know it.

Published in: Technology
  • Be the first to comment

The Future of Call Center Solutions

  1. 1. Cloud Contact Center Technology Best Practices
  2. 2. 2 Cloud vs On-Premise
  3. 3. Cloud vs On-Premise 2 years ago, the driving force for investing in cloud contact center technology was the need to rapidly address changing customer demand, that is, to better utilize and deploy agents According to the Aberdeen Group, contact centers who use cloud based contact center solutions see 27% lower costs associated with customer turnover (average size of center – 252 seats.) Cloud Contact Center Technology | Best Practices
  4. 4. In September of 2013, DMG estimated that more than 62% of organizations are using some type of cloud-based contact center solution as part of their operation. And approximately half (45.6%) of the organizations that were not yet using cloud-based contact center solutions were planning to move in this direction within 18 months. Cloud solutions are typically launched in weeks vs. 18 to 24 months for on-premise systems. Cloud vs On-Premise Cloud Contact Center Technology | Best Practices
  5. 5. 5 Why Move to the Cloud?
  6. 6. Companies who use cloud based contact center technologies enjoy 36% less time in contact center activity interruption. Cloud implementation is rapid Provides the ability to scale computing resources up and down as needed (seats vs CPUs). Why Move to the Cloud? Cloud Contact Center Technology | Best Practices
  7. 7. More easily expand without CAPEX restrictions (move from CapEx to OpEx) Enables a contact center to be independent of IT infrastructure location, hardware, software and agent location. Why Move to the Cloud? Cloud Contact Center Technology | Best Practices
  8. 8. Provides independence from agent location also provides independence from time restrictions required by customers Provides independence from problems associated with weather and other common breaks in business continuity Why Move to the Cloud? Cloud Contact Center Technology | Best Practices
  9. 9. 9 Cloud Concerns
  10. 10. Security Different industries have different data security requirements. Most breaches happen today due to in-house physical tampering Cloud Concerns Cloud Contact Center Technology | Best Practices
  11. 11. Loss of control over the technology (Hardware, Software, VoIP) In fact, the strategy of the call center is still with the operator. The cloud provider merely takes over providing technology and its upkeep Cloud Concerns Cloud Contact Center Technology | Best Practices
  12. 12. Can cause major IT staff cuts Most IT cuts due to a shift to cloud providers is 3% to 5%. Meaningful but not major cuts. Cloud Concerns Cloud Contact Center Technology | Best Practices
  13. 13. 13 What’s Coming
  14. 14. WebRTC. Your desktop is your phone, chat client and video window. What’s Coming Cloud Contact Center Technology | Best Practices
  15. 15. What’s Coming Cloud Contact Center Technology | Best Practices
  16. 16. What’s Coming Cloud Contact Center Technology | Best Practices Included CRM A benefit to those smaller contact centers who don’t have existing technology
  17. 17. What’s Coming Cloud Contact Center Technology | Best Practices SMS Interaction Something here.
  18. 18. Thanks!

×