Data Centers Canada, a division of TeraGo Networks, recently posted an article on their blog site discussing the advantages of moving your business’s contact centre into the cloud. Below, we’ve provided a copy of the article:
Save Money and Improve Customer Service by Moving Your Contact Centre into the Cloud
Cloud computing is transforming the way we think about technology and communications, with new applications coming to light all the time. One of the most exciting – and one with a huge potential to save businesses a lot of money – is the ability to make your customer service contact centre cloud based.
How does a cloud contact centre work in conjunction with colocation at a Canadian data centre? In essence, it simply means that your calls are routed to Internet-connected workstations through a configurable software package. You control where the calls go, to whom, and what information is displayed to customer service representatives in real time. Because software is hosted online, and the calls are handled over the Internet through VOIP, your business gets bigger capabilities at a fraction of the cost.
With VOIP systems already standard in companies of all sizes, it’s no wonder that so many are turning to cloud platforms to lower costs and increase customer service effectiveness. It’s a classic win-win scenario, and one that virtually any organization can take advantage of.
To help illustrate the reasons why, here are seven big advantages you enjoy when you move your contact centre into the cloud:
1. You eliminate customer service hardware costs. One of the tremendous advantages you gain with any cloud computing platform is the freedom to do away with expensive and unreliable on-site hardware. The savings are especially important when you’re talking about servers, telephone switchboards, and other pieces of technology traditionally needed for customer service. By embracing colocation with a Canadian data centre, you can eliminate fixed investments and take advantage of less expensive monthly agreements.
2. More customer service capabilities. While a lot of businesses are limited to simply engaging customers over the phone, cloud contact centres can allow users to participate in real-time chat sessions and, in some situations, even screen-sharing sessions. That means your representatives can diagnose problems and assist buyers more quickly than ever before.
3. Better customer service call routing. Cloud contact centres work through infinitely customizable software packages. So, you can decide whether to offer menu prompts to callers, where to route incoming calls, and even whether to split them between different locations, departments, or priorities. With this increased control, businesses can deal with their most important inquiries first, and help customers to find the contact or information they’re looking for faster.
4. Real-time customer information. One of the greatest things about cloud computing platforms is that they work in real time, so software can be updated for all users in an instant. Since that includes databases, your customer service team can have the account-specific information they need, continuously updated and ready at a moment’s notice. That allows them to see what happened during previous interactions, view the details of orders, and check things like shipping without any delay.
5. Customer service scalability. When your cloud customer service system is set up using colocation at a Canadian data centre, you always have the option of expanding your operations quickly – and without investing in new call centre locations or buying expensive telecommunications equipment. Simply make a change in your account, based on your current or forecasted future needs, and your usage settings can be adjusted overnight.
6. Better data security. Colocation is a great way to make all of your technology safer, with encrypted connections, automated backups, and secure facilities that are monitored around the clock. That’s especially important when it comes to customer service, since you don’t want buyer information and order details being seen by unauthorized third parties. With the right Canadian data centre, you won’t have to worry about where your data is being stored, or where it might be going when you aren’t looking.
7. Less customer service downtime. Because cloud computing and colocation systems are notably more reliable than traditional in-office telecommunications packages, your customer service team spends less time offline. That means a more consistent experience for buyers, higher customer retention rates, and a better reputation in your industry.
A lot of businesses are just finding out about colocation contact centres for the first time, but they are quickly learning that there is a lot to love about handling incoming calls in the cloud. Is it time you looked into a better way to keep buyers happy and save money all at the same time?
To learn more about data centre technologies and trends, check out the Data Centers Canada blog by clicking here.