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The hype about cloud contact center software isn’t all sudden; it has been budding for quite some time now. Moreover, it is not just an update, but almost like a three-sixty-degree transformation in the way businesses see their customer service tasks.

But what’s the push button? It’s customer behaviour.

Customers are no longer expecting the same old service phrases, tactics, etc. The behaviour and the hopes all have changed. Outdated customer service systems can no longer pace up the demands of today’s customer. Why?

• Customers are digital savvy
• There’s more focus on efficiency
• Personalisation has become necessity
• Competition is so fierce, businesses ‘have’ to step up their game

Legacy contact centers are struggling with challenges like poor data flow, inefficiency, and high operational costs. Cloud platforms, on the other hand, are gaining the edge because of their agile, efficient, and innovative capabilities.

Here are the core reasons contributing to the rise of cloud contact center solutions for customer service:

• Flexibility: Gone are the days when call centers used to tie their teams to the physical work model. Cloud systems are helping businesses eliminate this restriction; they are facilitating them with the option to work remotely and have their teams geographically aligned. This also paves the way for organisations to gain more access to the top-notch talent.

• Disaster recovery: Challenges like the pandemic and weather conditions have impacted the sustainability factor of the businesses. Cloud call center solutions are scalable, and enable businesses to store data in different locations. This helps make sure they operate with consistency without fearing local server outages.

• Cost-effectiveness: Implementation of on-premises systems can take a long time, counting from months to even years! Besides, this process even demands high upfront investment. Solution: Cloud platforms. These systems come with a subscription model which means businesses can utilise them as per their specific needs. Moreover, the cloud service providers offer greater flexibility in cost structure, making it suitable for medium and small businesses.

• Seamless integration: Cloud solutions offer hassle-free integration with the existing infrastructure and tools. They can easily integrate with the CRM tools, enabling agents to access the full history of customers across multiple channels. Their integration with social media channels allows businesses to track queries from Instagram, WhatsApp, and more. Not to mention, cloud contact center solutions are also flexible with e-commerce platforms, allowing customer service agents to process various services seamlessly.

• Globalisation: Companies today are delivering customer services across different regions and time zones. Can a centralised contact center meet these standards? No. Enter cloud systems. These come with capabilities to speed up the workflow and reduce latency. Besides, AI is also powering cloud contact center solutions for seamless communication with language translation and interpretation capabilities.