Customer Experience told by our specialists

Maria Trovato Yafrate
Cloud, Contact Center

8 reasons to migrate your contact center to the cloud

In the last years and more with the crisis brought by Covid-19, there has been seen a big growth in the use of the contact center in the cloud. Those organizations without a cloud infrastructure faced many challenges to keep their teams connected and they had to go from having local operations to remote ones completely. 

This is why nowadays, the majority don’t ask themselves if they should or should not migrate to the cloud, but how fast can they migrate to the cloud? 

8 reasons to migrate your contact center to the cloud 

If your organization is thinking about migrating your contact center to the cloud or moving specific workloads, this article is for you. 

Right now, we will show you 8 reasons why your contact center must migrate to the cloud and we will help you to understand how can this decision could be what you need to push your business: 

1. Reduce the costs 

By having your contact center on the cloud, your electricity bill and other services will get reduced. Also, you won’t need to worry about the infrastructure or to buy new equipment. On top of that, you will notice a significant reduction in the maintenance costs of this equipment. 

2. It is of quick implementation 

To realize an adequate migration, you won’t need the installation of new equipment, which will facilitate the implementation; while the configuration is realized through a control panel easily.

3. Increase your availability

The lost hours it is income lost; however, the contact center environment on the cloud is available 24/7 and without interruptions in the service. 

4. Gives flexibility and scalability 

The cloud allows you to easily escalate the seats according to your needs, so you could scale upwards or downwards quickly.

5. Facilitates the remote work

Imagine a workplace where all your agents could do tasks the most efficient way from anywhere in the world and at any schedule. 

With implementations on the cloud, your agents could take care of the client at any time or place, requiring only a device with internet access.

6. Facilitates the monitoring of the performance

By having data analysis and reports in real time you will have at the reach of your hand, all the information that you need to administrate your contact center efficiently.

7. Allows you to count with integrations and applications

The contact centers on the cloud offer integrations with other existing systems easily. Cloud applications don’t work in an isolated way, they can integrate with existing enterprise tools, like a CRM and other company management applications. 

By also offering a communication API, your development team could create new applications, or improve the existing ones, facilitating like this, personalized communication experiences. 

8. Diminish the time dedicated to resource maintenance 

With the contact centers based on the cloud, the application developer takes care of the maintenance, allowing you and your IT team to focus on the new and strategic projects that contribute to getting better organizational results. 

These 8 reasons to migrate your contact center to the cloud, allows you to see to see more clearly, the advantages that this technology could deliver to a contact center. However, in a summarized way, I can tell you that being on the cloud makes more efficient, productive and profitable organizations. 

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