When it comes to contact center infrastructure, the cloud is where it’s at. Contact centers large and small are increasingly shifting away from legacy, on-premise infrastructure in favor of cloud-based solutions, a trend that isn’t going away in the foreseeable future.
The number of seats in the cloud-based contact center infrastructure marketplace grew by 20% from 2017 to 2018 and is expected to jump by similar numbers annually through 2023. These figures were in no small part accelerated by COVID-19 which sped up the cloud adoption journey as leaders raced to digitize for at-home work setups quickly.
Small- and mid-size organizations in particular are driving the growth as they adopt cloud contact center technology for the first time.
The flexibility, scalability, security and sustainability of the cloud make it the ideal contact center solution for businesses of all types.
What’s the Difference Between Cloud-Based and On-Premises Contact Centers?
Traditionally, on-premises contact center technology consisted of an assortment of bulky hardware located in a physical location. To access such infrastructure, you’d need to sign a contract with a vendor, get locked into a service agreement, and pay for every agent seat. Adding new features required additional licensing, and upgrades or technical support required paying for the time and labor of an IT expert.
Now, thanks to the cloud, there’s no longer a need to maintain physical infrastructure to support your contact center operations. Cloud contact center software is fully accessible from anywhere with an internet connection, so you’re no longer limited by location. Customer interactions are faster and easier than ever. Rather than committing to a seat-based pricing model, you only pay for what you need.
How Switching to a Cloud Contact Center Can Reduce Your Costs and Improve Customer Service
Quick and painless to deploy
With cloud contact center platforms, you don’t have to invest hundreds of thousands of dollars on new infrastructure and the labor to implement it. A cloud-based solution allows you to scale as needed, at any time, with minimal additional cost. There’s no need to negotiate with vendors all over the world to do business globally, and every piece of technology communicates seamlessly with one another rather than being siloed.
Regular, automatic upgrades
With legacy contact center software, every update was a major undertaking requiring a team of experts, not to mention a host of new expenses. With cloud-based contact center software, there’s no need to enlist your IT team every time a new feature is rolled out. You can make changes instantly and automatically, saving labor and resources. Add additional communication channels like live chat or in-app messaging as your needs require with no additional software licenses, and test new features easily without undergoing a major platform overhaul.
A security incident is one of the most expensive things that can happen to a company, costing an average of $8.19 million per data breach in the U.S. Because cloud-based solutions are located in geographically redundant data centers and don’t rely on the security of a single physical location, they’re more secure and more reliable. Greater uptime leads to more satisfied customers. Plus, with a cloud-based solution, compliance with measures like CTIA, TCPA, and CAN-SPAM are built-in and require no additional user action.
The ability to scale in response to changing call volume is one of the greatest cost-saving factors a contact center can leverage. Because a cloud contact center isn’t limited by physical space, your overhead is much lower and you can easily scale your staffing up or down depending on your needs. Prepare for seasonal shifts, respond to higher-than-normal call volume, and adapt in real time to changes in the market with no wasted cost in terms of agent seats–only pay for what you need.
The cloud opens up a whole new world of advanced functions that improve customer experiences. Omnichannel, skills-based routing, call recording, and speech analysis are just a few of the cloud contact center features that empower agents to better serve every caller. A single, user-friendly interface makes it easy for agents to instantly access the full range of available customer information rather than searching for it in a legacy system with multiple logins, which prolongs call times and can lead to frustration.
Greater data visibility
Data is the key that unlocks higher agent productivity, greater customer satisfaction and new ways to save on costs. A cloud-based contact center solution allows you to easily and automatically track the metrics that matter most, then turn them into actionable insights you can use to coach agents, streamline the customer experience and improve performance.
Make a Seamless Move to the Cloud with LiveVox
Whether you’re implementing a cloud solution for the first time, switching from a different cloud provider or looking to build a hybrid cloud/on-premise model, LiveVox can help you make the switch seamlessly and hassle free. Our versatile contact center solution allows you to engage with your customers in the places that make sense for them, be it voice, email, SMS, chat or social media, adding additional channels as your needs require.
With a lower total cost of ownership, improved ROI, and 99.99% uptime, a cloud contact center solution is a no-brainer. Request your free demo to see how moving to the cloud can transform your contact center operations leading to better outcomes, more satisfied customers, and a healthier bottom line.