Part Two: Leveraging Cloud Based Contact Center Technology
In just the past five years, many large as well as mid-sized corporations, have been increasing a greater percentage of their daily call volumes to cloud based platforms. These organizations have quickly realized the cost benefit of leveraging cloud based call center technology.
Moving to cloud based technology and integrating it into your existing infrastructure can provide your organization improved operating efficiencies, reduction in management and maintenance costs, and allow greater agility in call volume management. However, it is critical to first understand how these platforms will interface, and to insure that when you move into production, you will achieve all forecasted gains,and achieve or surpass ROI. Equally important is to gain an early understanding of how integrating this new technology will support current calling strategies,and support the ongoing calling strategy development and implementation processes that exist within your organization today. The integration need to be seamless to insure best customer communication (customer experience).
When leveraging cloud based platform into your call operations business, you regulatory and compliance needs to be monitored correctly. Make sure that the vendor you choose is knowledgable about regulatory compliance. Recent experiences have shown me that it is critical that your cloud based provider has the proper documented processes and reporting structure in place and provides full access to your organization. New regulations, especially those that regulate how consumers are treated and communicated with are continually being audited, and those companies need to provide proof that they are compliant.
Leveraging cloud based call center technology offers great benefits, and will provide consistent customer experiences, increase customer satisfaction, and customer retention. When integrated and monitored correctly it will provide greater efficiencies while reducing your operational cost.