The Clouds Are Gathering
It’s not so long ago that cloud computing was a totally new term – now it’s made its way into consumer electronics, popular culture and, of course, into the business world with innovations like cloud-based contact centres.
But it’s still an emerging technology, and while many cloud-based services are mature, the size of the market is growing rapidly as well.
Fail to put a cloud contact centre in place by 2020 and you could be left looking like a digital dinosaur, while your competitors enjoy a five-year head start for taking up the technology in 2015.
What is a cloud contact centre?
A cloud contact centre is, purely and simply, one that has moved at least part of its operation into the cloud.
This could be as simple as storing customer records where they can be accessed from multiple workstations, an example of what we now think of as cloud storage, but which has been around for many years in the form of shared company servers.
But it can be much more complex than that – Daviker’s Cloud Contact Centre is a fully fledged multi-channel solution for client contact that encompasses email, chat, voice and SMS too.
In this sense, a cloud contact centre is one where the software is not installed locally on your computers, but is instead accessed via an internet connection.
How efficient is a cloud-based contact centre?
The efficiency of a cloud-based contact centre is almost limitless in potential, because of the massive and instant scalability of the system; you don’t need to install any software, or even any new hardware, in order to access it, just type the appropriate URL into your web browser.
You can enable remote access for users with their own computers, meaning your contact centre agents can be in different locations, or even working from their own homes if that is appropriate for your business.
In terms of the direct operational efficiency of the software itself, and again using the example of Daviker cloud contact centre, the system resides within the BT Cloud network, so it is resilient and highly accessible.
This means when you access the appropriate URL, you can expect a rapid response from the software every time, with real-time reporting and almost unlimited capacity for calls and users.
Five years from now, it’s likely this will be the standard way of accessing cloud contact centre services; so make sure you are one of the early adopters, and not one of the digital dinosaurs left behind by the time 2020 arrives.
Interested? Find out more about Daviker’s Cloud Contact Centre here or contact a member of our helpful team.