December 1, 2020

How to Cut Call Center Infrastructure Costs: Cloud-Based Contact Center Solutions

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In a world where technology changes faster than you can say “your call is important to us,” cloud-based contact center solutions are where it’s at. 

Contact centers large and small are increasingly shifting away from legacy, on-premise infrastructure in favor of cloud-based call center software 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 is a cloud based contact center?

A cloud-based contact center solution is a set of applications hosted in the cloud that facilitate company-to-customer communications. Also known as a virtual contact center, this type of solution integrates the company’s various support channels (phone, email, live chat, etc.), agent dashboard, CRM, analytics and workforce management tools, bringing them together in one convenient interface.  

Cloud call center solutions facilitate useful features that improve metrics and reduce costs, including:

  • Intelligent call routing and dynamic scripting to help agents handle more interactions in less time
  • Interactive voice response and virtual agents that help customers self serve, reducing the number of necessary live agents
  • Real-time analytics that help managers monitor performance and meet KPIs

In addition to the many features that contribute to a better experience for customers, cloud-based software also improves the experience for call center personnel. The tools agents need to do their jobs are hosted in the cloud, eliminating the burden of working between multiple programs and juggling numerous logins. For supervisors, built-in workforce management tools help them boost efficiency and manage the activities of their team in the most effective way. 

Your primary concern may be with cutting infrastructure costs, which a cloud-based contact center solution can certainly achieve. But it also offers the (perhaps equally impactful) benefit of helping you better serve customers, which is a net gain for business.

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.

Reducing infrastructure costs with cloud based contact center solutions

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. 

Uncomplicated setup

Setting up on-premise call center infrastructure requires a dedicated team of technology experts and can take weeks or even months. A cloud-based solution can be up and running in a fraction of the time and is a much less intensive undertaking, both labor and technology-wise. 

Low up-front cost

Legacy call center infrastructure is incredibly costly. It requires the company to foot the bill for servers, cables, switching hardware and more, not to mention the physical space where all of it will live and the energy supply to power it and keep it climate controlled. It’s a massive line item. Cloud call center software requires none of this capital investment, instead requiring only a strong internet connection and devices that can access it. 

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. 

Better security

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. 

Improved reliability

We can’t talk about cutting costs without addressing a major financial liability: system downtime. Whether it’s due to a hardware failure or prolonged disaster recovery, a single outage can cost a company thousands of dollars per minute in lost revenue. That’s on top of the costs of the repairs to bring the system back online and the long-term damage to your reputation. Virtual contact centers offer unmatched reliability, with an industry gold standard of 99.99% uptime.

Cloud based contact center solutions increase uptime

More flexibility

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.

Tailored service

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.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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