Cloud-Based Contact Center: How to Maneuver the CCaaS Opportunity

At nQuery Technology Solutions, we like to provide real solutions for real people. And if you’re trying to provide your customers with better support, the real solution you need to hear about is the cloud-based contact center. So, what does a cloud contact center solution offer, and how is it different from a traditional contact center?

For most businesses, meeting the demands of their customers is a top priority. To make sure that customers get the help that they need, many companies have turned to contact centers to give them a seamless experience—connecting their customers with the right people who can answer their questions. But for businesses that need a quick solution as customer demands keep on growing, traditional premises-based contact center solutions often fall short of the level of agility and flexibility needed to implement and scale at a pace that keeps up with customer needs. In some cases, integrating premises-based solutions with an already existing business framework can take months or even years to accomplish.

On the other hand, many companies have been able to leverage the offerings of cloud contact center solutions to better keep stride with their customers, often integrating their existing tools in as little as a day. Whether you want to transition from your current premises-based call center or are considering your call center options for the first time, you need to think about these advantages of cloud-based contact center solutions that will help you maneuver the contact center opportunity.

Easy Deployment and Scalability

With cloud contact center solutions—or Contact Center as a Solution (CCaaS)—you don’t need to worry about hardware as much as you do with traditional contact centers. Everything is run through software in the cloud. What this means is that you can get things up and running with little wait time.

You also don’t need to worry about whether you can scale quickly to meet demands. Because CCaaS providers are selling access to a large IT framework, you can scale up or scale down as customer support demand increases and decreases—unlike scalability on premise-based contact centers, which can be as involved and time-consuming as deployment. In terms of workforce management and staffing, that’s a win.

Accessibility

With cloud-based contact centers, you and your agents don’t even need to be in the office to have access. Many cloud-based contact centers allow you to log in from anywhere, which is a valuable advantage if you have remote or traveling team members or multiple business locations.

Cost-Effectiveness

Instead of paying massive costs up front, most cloud-based contact center solutions only require a regular monthly subscription fee. This feature allows your business to budget and adapt. Considering that you also get support from your provider for core contact center functionalities, you get a lot for what you pay.

Ease of Integration

Cloud-based contact center providers want to provide you with a seamless solution. With this goal in mind, many of them allow you to integrate the tools you already use. From reporting and customer relations management software to quality assurance and automated call distribution systems, cloud-based contact center solutions allow you and your team to continue using your own standards without skipping a beat.

Want to learn more about cloud-based contact center options?

Are you concerned that as your business grows your current contact center solution won’t be able to keep up? Let us go over your options with you. Emilio Diaz and Sebastian Corriere of the nQuery contact center team have over 50 years of combined experience in the contact center consulting industry.