6 Benefits of a Cloud Contact Center

The premise-based contact center requires hardware and software that have to be purchased, setup, updated and maintained. Equipment and maintenance can be costly, and an HR or IT department is usually required to manage the system. When the hardware or software becomes outdated, it will have to be replaced, which is another large investment.

Cloud-based contact centers, however, are subscription-based. The hardware, software and maintenance is controlled by a third party provider. You won’t have to spend money on special routers, servers, hardware, software or in-house staff. The cloud-based system can be accessed online from anywhere. Here are six benefits of switching to the cloud:

  1. Accessibility Everywhere

Cloud-based CRM can be accessed no matter where you are in the world. The CRM industry is fast-paced and it’s necessary to keep data up-to-date by the minute. Data that hasn’t been updated even within the past hour can already be irrelevant. Not only are cloud-based CRM systems accessible from wherever you are via a number of Internet-connected devices, but the system will also update in real time.

  1. Simple Setup

Software-based CRM systems require a lot of time and expertise to get up and running. Installing software on hundreds or thousands of machines can be time-consuming. With cloud software, employees can signup, login through their browser and immediately get to work. Plus, the purpose of cloud CRM systems is to have every agent be able to use it. While quick training may be helpful, there’s no reason to spend hours training agents on how to use the system. Modern cloud systems are intuitive and user-friendly.

  1. Less Overhead

Cloud contact centers avoid the large, upfront payment that’s the norm with premise-based software. The monthly subscription will remain the same, covering everything from storage and access to maintenance and support services. Plus, since cloud CRM systems don’t require the same type of IT attention that software does, you won’t have to pay high maintenance costs.

  1. Hassle-Free Upgrades

Traditional software requires routine upgrades, which can cause problems with other software that’s not compatible. With the cloud, upgrades never result in compatibility issues because the program doesn’t actually live on your device. If you want to scale your business, the cloud-based system will scale with you, often without no added cost. You can add more agents and buy more phone lines without paying anything extra. As your business changes because of something unexpected or simply due to seasonal fluctuations, your cloud system can change along with it.

  1. Automatic Backup Protection

The cloud automatically backs up your data in order to keep it safe. If a disaster or emergency happens, your contact center information won’t be vulnerable. Even if one cloud server goes down, another cloud server will immediately take its place, making it possible for you to continue working.

  1. Remote Workers

Cloud-based CRM systems allow you to employ remote contact center agents. This is especially helpful if you need agents to provide service to customers in different time zones. So long as the agent can access the Internet, calls can be routed to them from the contact center’s network. Telecommuting has its perks: employees are happier, overhead is lower and the hiring pool is larger because you’re not required to hire people who live in a certain location.

Cloud-based CRM software can streamline business practices, improve the customer experience, give you a better pool of candidates to hire from and increase your bottom line.

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