Here are the top 10 benefits put simply:
Opex vs. Capex – This is the one everyone understands. Premises based contact centres accrue a capital expenditure, whereas cloud provides an operational expenditure. This fits much better with how budgets work these days.
Scalability – Cloud solutions provide scalability. As a customer, you can start with a single seat, and then expand your usage over time. That expansion doesn’t require deploying new hardware or software, so it’s easy to go from 1 to 100 to 1000.
Simplicity – Cloud solutions are simpler. The cloud provider takes on the burden of operations – worrying about things like uptime, hardware costs, configuration, databases and backups. This simplifies what the customer needs to do – focusing just on configuration and usage.
Time to Deploy – Cloud solutions can be deployed much, much faster than premises based ones. This is because the cloud provider has already deployed the hardware, already set up the databases, already set up the network, and so on.
Innovation – With cloud solutions, you get the benefits of ongoing innovation from the cloud provider without lifting a finger. The cloud provider will upgrade their software regularly, delivering new benefits to their customers over time.
Seasonal Expansion and Contraction – SaaS allows customers to pay just for what they use, so they can grow consumption when they need it, and shrink it when they don’t.
Integrations – When deployed on-premises, the contact centre owner needs to connect all applications together which is often a herculean task. With a cloud-based solution, the burden falls on the SaaS provider, who can hide the complexity from the customer.
Customisations – Contact centres traditionally requires a great deal of customisation – IVR creation, scripting, agent skill definitions, data integration, routing configuration, UI customisation, and so on. In the cloud, these are typically easier to do because of better tooling that is provided as part of the product itself.
Artificial Intelligence – AI is another benefit of cloud. There is a huge role for AI in contact centre relative to many other cloud products. It can match consumer preferences, streamline staff assistance as well as reducing waiting times.
Storage – Beyond AI training data, the cloud can offer nearly unlimited storage; it’s all about data – recordings, call detail records, analytics, reports, dashboards. On premises, the customer has to build out database capacity for storing all of this stuff. In the cloud, it is taken care of by the cloud provider.
Even three of the benefits mentioned above may be enough to convince you to move to the cloud – but all 10? It’s almost a no-brainer.
Whether your contact centre has moved to the cloud yet or not, it will inevitably have to in order to stay competitive over the next 5 years. The majority of benefits that come with moving a contact centre ‘to the cloud’ come from the change to omnichannel, flexible software hosted on an external server. It’s entirely up to you how you want to use those new capabilities, and how you adapt and change your contact centre to best use them.
And that’s kind of the point. A cloud-based contact centre provides a level of flexibility and integration not offered by physical systems. You have the capability and pliability to decide how to evolve your contact centre to meet your customers’ needs.