Here Are Some Compelling Reasons for the Adoption of Cloud Contact Center Software

When I was in the IT services industry in the late 2000s, we used to run campaigns on consulting whether someone should move their software to a service model.

On-premise Vs. Cloud used to be a huge debate those days. Most major independent software vendors like SAP, Oracle, and the like were offering only on-premise, and the cloud was considered an anathema and a security threat.

How can you host your data on the cloud?

This used to be the retort of most CIOs those days.

I remember running consulting workshops on whether an ISV should look at moving its software to a service licensing model.

Salesforce was the poster boy of Software-as-a-Service (SaaS) then, and the rest of them were very cautious about moving to the cloud.

Then things changed drastically, and it has come to a stage where every ISVs primary offering is software as a service, which is hosted on the cloud.

Likewise, the contact center market moved from an on-premise model to a cloud model during the pandemic.

The cloud contact center market size was estimated to be USD 20 billion by 2023. It is growing at a CAGR of 27.5%, and it is expected to reach USD 139.6 billion by 2031.

Why Is There a Shift Towards Cloud Contact Centers?

In the initial days when we started our operations in India, I personally met with banks that downright refused to entertain us because we are a pure-play cloud contact center solution provider.

They said that they cannot take the risk of hosting their data on the cloud.

Post-pandemic, we have helped many customers in the BFSI segment migrate their agents to work from home on our cloud contact center platform.

The faster turnaround time, flexibility, scalability, and advanced security were the aspects that made them look at our offerings post-pandemic.

Now, almost all the contact centers have migrated to cloud platforms or are in the process of migrating them.

Why Are SMEs Moving to the Cloud Platform?

There are various reasons, and I have listed some of them here from the perspective of our platform: 

Cost-Efficiency

• There are no entry barriers at all; absolutely no capex in a cloud offering
• You pay for only what you use. Not a penny more, not a penny less.
• No contracts, no minimum commitments

Scalability

• You can scale up and down the number of agents per your business needs at the click of a button. You only pay for the number of minutes you use.

Work From Home Ready

• We are a pure-play cloud contact center platform provider. All you need is a working Internet connectivity and access to a browser to use our platform.
• We have even circumvented poor broadband connectivity using the connected method for telephony with regular PSTN connectivity.
• Our implementation time is anywhere between 24 and 48 hours.

Compliance

• Our platform is compliant with HIPAA, PCI-DSS, ISO 27001, SOC, GDPR, TCPA, and CCPA, among others. This makes your contact center also compliant with these standards and regulations, providing the confidence for your customers to work with you.

24/7 Service Availability

• Your agents don’t have to be physically present at a location to address your customer queries. They can do their work from anywhere in the world, making it easier for you to provide 24/7 customer service.

Why Do Enterprise Customers Look at Cloud Contact Center Platforms?

We work with more than 1500 customers worldwide, from SMEs to Fortune organizations. I have written the reasons why enterprises choose cloud contact center platforms based on our experience.

Unified Platform Solutions

We offer seamless integrations with CRMs, helpdesk software, and other best-of-breed systems.

Did I talk about pre-built integrations with Salesforce, Zoho, ServiceNow, and LeadSquared, among others?

You get a single view of your customers with our omnichannel platform across interfaces and channels.

Intelligent Operations

Our intelligent routing and automatic call distribution ensure that calls reach the right agents with the right skills, reducing wait times and optimizing customer interactions.

We have improved the outbound answerability ratio multiple times with our outbound solutions. We also offer seamless blended dialing where your inbound agents can handle your outbound needs in their idle time.

Insightful Analytics

Unlock valuable insights with our voice analytics capabilities. From analyzing recorded calls for red flags to detecting sentiments and keywords, our platform empowers to enhance customer experience (CX) and drive performance.

Workflow Automation

Streamline your operations with our automated data management solution – the list management services and optimize resource allocation and scheduling with our workforce management solutions.

Customization and Support

We provide all customizations as a part of our implementation. Besides, we are available 24/7 on call, email, and messaging apps. We ensure that 95% of the queries get resolved in the first contact itself.

Did I say that we haven’t had a customer churn from us in the past seven years? This is the biggest testimony of our support and service capability.

Every organization – small and big has understood that moving its contact center to the cloud is not merely a choice but a strategic imperative.

Organizations have started harnessing the full potential of cloud contact centers and ensuring they offer exceptional customer experiences.

The cloud is poised to grow – every organization should make use of the opportunity to provide the best possible experience to their customers.

After all, customers are the lifeline of every business, and they are the sole reason for the existence of any business.

Let’s cloud.