According to a study by Deloitte, almost every second contact center service provider did not want to invest in cloud technology just three years ago. That has now changed due to the acceleration of digital transformation. Customer service also benefits from this.
According to a study by IDC, the working world is amid upheaval. Most employees want a hybrid work solution, with a mix of company office and remote work. For many, this model is ideal, as studies by Statista, Stepstone, and the Boston Consulting Group confirmed. As a result, 67 percent of managers and 57 percent of employees work hybrid. Seventy-five percent of companies use the cloud to enable their employees to work remotely. Many jobs, including contact centers and customer service, can be done anytime, anywhere. Integrating digital tools such as cloud-based collaboration solutions into work processes is imperative to work smoothly.
Advantages Of Cloud-Based Contact Centers
According to a survey by the market research company Metrigy Research, companies that use cloud-based contact centers generate more sales, improve customer satisfaction and increase the productivity of their employees. Contact centers in the cloud offer the following six advantages, especially when it comes to customer service:
High Agility And Flexibility Through Open Standards
According to a study by Dimension Data, almost 90 percent of those surveyed show that cloud solutions have significantly improved flexibility. Other pluses were the future security of the technology infrastructure (77 percent), improved availability and reliability (76 percent), and faster market launch (72 percent).
IT support typically includes application and systems management, including infrastructure and troubleshooting. In addition, there is the administration of various functions, such as adding new agents and directory numbers and adapting the routing. The data transfer simplifies system administration, and the IT department has more time for strategic initiatives.
Easy Implementation Of Software Upgrades
Software upgrades do not require extensive planning and can be used without business risks.
Greater Security And Compliance
For many years, security was the number one reason to avoid the cloud. Nowadays, cloud providers invest in the highest level of security and relevant certifications. Suppose a reputable cloud provider has committed to complying with compliance standards. In that case, you can rely on the fact that it considers compliance with these standards in continuous updates and ensures high availability.
Reduced Customer Service Costs
Cloud technology offers several possibilities to reduce the financial outlay. These include, among other things, the lower number of servers required for the desired contact center applications. In addition, the number of supervisors and the space required for hardware is reduced, possibly also for employees who could work remotely.
Scalable IT Resources
In the cloud-based contact center, caller volumes and inbound capacities can perfectly adapt to the individual situation and seasonal fluctuations. It can be scaled as required within a very short time, for example, in the personnel area or concerning operational functionality. Acquiring new infrastructures or overloading existing IT resources is a thing of the past.
Customer Service: With Video Communication To New Shores
Since the beginning of 2020, the number of people who prefer to communicate with companies via video has risen by 140 percent worldwide. More than every second consumer has already had video contact with a service provider. Video communication connects people with people. Agents use the cloud to make customer service even more personal. It is not necessary to connect the customer to an expert in the case of complex issues, but rather the same agent discusses and resolves his real concern with him.
And always contact the face, facial expressions, and body language. At the same time, the agent passes on an image about his outfit, his way of speaking, and his reaction. This type of customer service arouses sympathy with the customer. This is also confirmed by studies that show that video communication mediates the strongest emotional connection. Personal conversations can only surpass this feeling.
Professional video conference systems are compatible with other ICT platforms, built on existing contact center products, and, as Communications Platform as a Service (CPaaS), can be easily integrated into hardware and software from third-party providers, such as a CRM system. Users can switch directly from the website or app to a personal conversation with one click without downloading or plug-ins.
Customer Service: Video Communication According To EU Security Standards
When choosing a cloud-based video communication solution, a high level of security is crucial. Private information must be protected from unauthorized access; through various security guidelines and functions such as TLS and SRTP encryption, public key, or digital certificates. It is also important to ensure that video conferencing solutions are hosted on servers within the European Union. Users will only act following the General Data Protection Regulation (GDPR).
With the Schrems II ruling of the European Court of Justice (ECJ) of July 2021, it is stipulated that user data may no longer be transmitted to third countries outside the EU without special protective measures. If the servers are located within the EU, there is no data transfer to third countries. With such video solutions, companies have a collaboration tool at their fingertips that, in addition to highly efficient teamwork, guarantees the greatest possible security when handling personal data under the GDPR.
Align The Cloud Migration With The Company Strategy
Companies planning to move to the cloud should consider in-house developments that cannot always be adapted to a cloud platform. Experts, therefore, urgently recommend taking an accurate inventory (see box “Checklist for cloud migration”). As an alternative, a step-by-step migration can be considered, in which certain functions are moved to the cloud, and the performance is assessed before further functions are migrated later.
Customer Service: Manage Business Processes Efficiently
Quality-conscious providers of cloud-based contact center solutions offer full flexibility and extensive scaling options. Customers have the choice between the private, hybrid, or public cloud. In any case, an omnichannel contact center is available from the cloud. With inbound / outbound/voice, mail, chat, fax or SMS, messenger, and video channels. Alternatively, business processes and content can be processed like documents in the contact center. Social media channels can also be integrated quickly and easily.
Business intelligence solutions allow data from various sources to be linked, presented in clear dashboards, and analyzed. With functions such as self-service, chatbots, voice recording, knowledge, and workforce management, supported by artificial intelligence, the efficiency in the contact center can be increased, and thus customer service is improved.
Customer Service: Checklist For Cloud Migration
What to consider when moving the contact center to the cloud:
- Which applications from the cloud should be used? Service providers should define goals for achieving with the cloud to ensure budget adherence and timely delivery.
- Selection of the cloud models and cloud service providers that best suit the company.
- Adaptation of internal business processes to ensure acceptance in the company concerning cloud-based applications.
- The Internet connection bandwidth is of decisive importance for the reliable handling of business processes.
- The cloud service provider must provide good interfaces for the planned use of applications. If the interfaces offered are very manufacturer-specific, the data should be backed up on your own IT infrastructure.
- It is advisable to carefully check the cloud service provider’s service level agreements (SLA). For example, whether the necessary availability, backups, downtimes, and, above all, local support are guaranteed.