A Guide to Cloud Call Center Software and Business Benefits
Nowadays, technology is central to everything we do, especially in the world of business. However, with so many different software solutions available today, it can be difficult to know where to begin. We are going to take a look at cloud call center software in further detail to help you get a better understanding.
What is Cloud Call Center Software?
Before we can take a look at how cloud call center software can benefit your business, it is important to understand what this sort of solution is.
As the name suggests, this type of software is hosted in the cloud by a company phone service provider. Users are able to access the software through an app that will have been installed on their smartphone or computer.
Internet access with sufficient bandwidth is required so that all users can be accommodated comfortably. The data will be hosted on the cloud and the servers belong to a third party or the service provider.
To help you better understand cloud call center software in regards to the different options that are available, let’s take a look at the on-premises call center.
If you were to go for this solution, it would mean that all of the infrastructure, software, and hardware would be within your office. Your team, therefore, takes care of upkeep, maintenance, and installation. Everything will be controlled internally, including everything headsets and servers.
What are the Benefits of Cloud Call Center Software?
There are a number of different reasons why businesses are making the move to cloud call center software and we have outlined them below for you so you can decide if cloud call center software is right for you.
1. You can get your solution up and running right away
A cloud call center can be deployed in a matter of minutes. This is important for businesses that need to get up and running as quickly as possible. Creating your own on-premise call center is going to require much more time and effort.
2. Save a considerable amount of money
You will also find that having a cloud call center is more cost-effective than its on-premises counterpart.
No huge capital investment is going to be needed upfront. Instead, you pay manageable monthly amounts just like you would y our normal phone bill. You also do not need to worry about having to pay expensive repair costs.
If there were to be a fault with your technology or infrastructure and you have an on-premise call center, you would need to rectify this internally and you would need to do so quickly, which can often cost a lot of money.
With the cloud solution, you can call the company providing you with the service and they can help you solve your problem without having to waste a ton of your own resources.
3. Flexibility and scalability of cloud call center software
This software helps companies whenever they want to scale up or down based on business needs and consumer traffic. They also enable remote work, something that is more popular now than ever before with research showing that 74% of people who responded in an annual survey believe that flexible working has become the “new normal.”.
This means that your staff are going to be able to perform tasks at home and have improved work-life balance while also delivering higher productivity.
Two-thirds of employers reported increased productivity for remote workers compared to in-office workers according to TECLA.
This also means that you can keep a number of native-speaking agents with improved language skills at a much lower expense – if this is something you find is a pain point for your business.
4. Analytics and reporting
One of the most vital elements of almost any business is having the ability to gather data regarding your current and potential consumers.
After all, it would be a shame if you were to spend so much money and time connecting with people and you were not able to use the data you retrieve in order to move your company in the right direction.
Who is calling your business and what is the purpose behind their phone call? Are they unhappy regarding a glitch in your product that you were unaware about? Perhaps they are responding to a marketing campaign that is working.
The right analytics and call tracking will enable you to keep track of all of this, compile important information about agent performance, and measure the value of your marketing spend.
It can be a lot easier to track your agents and the phone calls they engage in if you have a cloud call center solution. This is because these services come with more feature options built into them that grab the important data.
You will typically have a dashboard, which is feature-rich, enabling you to make use of as many or as little features as required. You will be able to monitor metrics like average wait times, satisfaction ratings, and call times with ease.
In addition to that, you will be able to gauge department performance, track marketing campaigns, and generate historical reports, as well.
5. Focus on agent performance
Rather than focusing on system maintenance, you can focus on agent performance with cloud call center software. This will result in a productivity increase and more revenue for your business.
After all, most people with on-premise call centers will agree that the vast majority of their time is spent dealing with hardware and software issues. This is where cloud solutions differ.
You do not need to worry about maintenance issues and instead you can focus on the customer service that is being delivered.
6. Improve business continuity
On-premise based solutions can result in a lot of downtime, as they are prone to hardware failures. Because of this, business continuity is improved with cloud call center software than with on-premise based solutions.
In a call center, different personas, for example, administrators, supervisors, and agents, can access the cloud-based system from anywhere, no matter their physical location.
All that is required is an internet connection and a phone, which means that more support is available to your customers more often.
7. Add communication channels with ease
Communication styles have certainly changed thanks to the digital technologies that are available today. The vast majority of companies out there would rather get in touch with your company in different ways than just picking up the telephone.
It has been shown that around 65% of customers prefer phone calls when it comes to self-service or have a question and 55% said that they prefer email, according to Intrado. Intrado also found that 49% prefer getting a text when it comes to important notifications
With a cloud call center software, you are not going to need to replace the entire system if you want to add new channels like social media messaging apps and MMS/SMS.
You can add new channels to your system with ease or use the resources you save by choosing a cloud call center to create your own custom messaging software.
8. Make the most of features like intelligent routing
As we said before, you can typically expect a greater number of features when it comes to call center software that is managed and delivered in the cloud.
One of the most significant is intelligent routing. When there is a queue of consumers that are on the line, waiting to be served, it is critical to make certain that they are connected to the best agent for their needs as quickly as possible.
Intelligent routing enables this. It will assess the needs of the person on the line and the context of their call to ensure that the individual is connected with the most qualified agent that is available at that time – the individual that has the skills needed to address the caller’s requirements.
You can also ensure that the most critical calls are elevated to the front of the queue.
9. Regular iteration
It is also worth considering the fact that you will be able to update your system regularly and there will also be automatic updates carried out by the service provider.
Excellent customer experiences are not created within one day, right? The needs and desires of your consumers are going to be evolving and changing all of the time. This means you need to gather metrics and customer feedback, as well as experiment when delivering customer service.
Opting for a cloud call center software solution is going to give you the power to do this, whereas an on-site solution could end up holding you back as they are more rigid and cannot be tweaked as easily.
10. Important for businesses operating in different areas around the world
Earlier, we spoke about the scalability of cloud call center software solutions, and this is important for businesses that have different divisions overseas or a global consumer base.
When your business expands and your reach is in a number of regions and countries, then cloud-based communications makes sense because they give you a deep inventory of local numbers and unrivaled reliability thanks to worldwide carrier connectivity.
This means you are not going to need to negotiate with carriers in different countries every time you do business or look to expand into a new region. As the APIs are located within the cloud, on-demand phone numbers and multi-region connectivity is provided through the one platform.
This ensures that you are able to provide a local experience, no matter where in the world you are situated.
11. Increased reliability
Cloud-based call centers aggregate the needs of thousands and thousands of customers, which means they are more reliable when compared with what can be achieved with an on-premise solution.
You can expect uptime exceeding 99.99 percent if you move your communications out of your legacy system and to a cloud solution. This means that, on average, your platform is going to be down less than 0.01 percent of the time.
This equates to less than one hour per year – a considerable improvement in terms of reliability and time spent online when compared with what is achievable for on-premise call centers.
12. Control your roadmap
All of the benefits that have been discussed in this post come together with this key advantage, and that is you are going to have full control over your own roadmap.
As you are able to build your own call center with your own communication building blocks, scaling up and down whenever needed, you have the freedom to create a customer experience that is exactly what you want it to be with specific capabilities that you require.
You are not going to be restricted by the abilities of the telecommunications hardware that you have installed at your business. You can expand globally, iterate as regularly as you like, add channels with ease, and scale up and down as needed, as well as routing customers intelligently and continuing to make improvements through the use of data and analytics.
This truly is the most effective way to ensure that your call center is working for you and that all major hurdles are eliminated.
So there you have it: everything you need to know about cloud call center software and the benefits that are associated with it.
It is not hard to see why more and more businesses are turning toward cloud solutions today, as there are a number of benefits that are associated with them. Click below to learn more about the business phone solutions at Lingo.