Cloud Contact Center vs. Traditional Infrastructure: What Should You Choose?
In order to stay ahead of the complex competitive environment, businesses need to combat the growing customer demands, optimize their existing IT infrastructure and come up with a technology that can offer seamless customer experience.
Cloud contact center can exactly serve all these purposes. They are a hosted in the cloud by a business server. A cloud contact center is the hub of a company which handles all communications, and interactions with customers. As the entire set up is in the cloud, it makes interacting with customers, inbound and outbound communication via email, voice, chat bot, social media and internet access from everywhere. As customers are increasingly using digital channels to contact businesses, more companies are choosing to modernize their call centers and signing up for cloud-based contact centers.
What is on-premise call center or traditional call centers?
Traditional call centers are hardware based, and they require regular upgrades in every few years which make them costly. Moreover, in an on-premise call center, all hardware, software, and infrastructure responsible for communication remain onsite of an organization with dedicated communication servers. Thereby, your IT team is responsible for installation, upgradation, and maintenance for everything from servers to integration support.
Let us learn the difference between the cloud contact center and traditional call center and what you should choose.
Advanced call distribution
Cloud contact centers are equipped with advanced features designed to distribute calls to combat the queued up calls to keep the customer satisfaction high. The feature of Interactive Voice Response (IVR) that handles your customer calls smartly by giving them a choice to reach the right department or agent. In addition, cloud telephony feature gives your call agent diverse skill-sets to be useful and readily available to your clients.
A cloud contact center offers real-time reporting to monitor agent’s performance and customer satisfaction through multiple channels. The analytics are complex and multi-faceted, and often the volume of data is so huge that it is difficult to draw meaningful conclusions. Real-time call reports and recordings enable an enterprise to analyze calls and agent reports along with complete recordings of all calls. Moreover, this feature also allows to monitor call agents in real-time using spy and whisper mode. Real-time call statistics help manage your agents’ queues in real-time assessing the call flow and agent availability.
However, all these features are not available with a call center where frustrated customers often start shouting and make rude comments. In traditional call centers, it is very difficult to cut wait times and let people interact on their channel of choice.
In-hand individual customer profiles
In a traditional call center, whenever an agent contacts your business, they need to share their personal information, issues, and preferences so that their issues can be resolved. To keep track of the data becomes difficult. However, cloud contact center equips advanced software that compiles all data of a customer across various channels and makes it available to the agent. There are multiple channels available for a customer to contact a business. With more channels, the amount of data also increases which is challenging to keep in one place. But a cloud contact center makes this possible. With this set- up, the information is available to the agent wherever a customer connects with your contact center. It enables you to provide exceptional service during every single interaction. In a nutshell, a cloud contact center helps you to offer excellent customer service. Be it calls, texts or other sources, it is always possible with a cloud contact center to interact with large volume of customers. The advanced features have made contact center the most preferable solution for businesses to stay ahead of their competitors.