It is fair to say that a great many forward-thinking firms have looked to ‘Cloud Computing’ solutions over the last decade to help them increase their productivity and improve customer satisfaction. It is also fair to say that, up until relatively recently, cloud computing has been largely confined to consumer web space.
However, this is no longer the case.Indeed, this technology is now been very enthusiastically embraced by the call centre industry as it enables companies with call centre requirements to deliver a faster and significantly more responsive service.
The simple fact is, delivering applications in ‘The Cloud’ enables organisations with call centre demands to move away from complicated physical set-ups on their own premises. This innovative and highly convenient way of working enables companies to enjoy a number of unique benefits, such as:
Home Working Opportunities
Cloud contact centre solutions enable pretty much any location with a phone and internet access to be turned into to a fully functional call centre seat. Indeed, agent’s homes can easily be converted into temporary (or even permanent) call centres.
The fact that cloud services are mirrored in multiple locations and can be accessed from anywhere means that companies can easily build comprehensive and effective disaster recovery plans around reliable platforms.
Flexibility & Scalability
With no antiquated licence schemes, cloud call centre solutions are highly flexible i.e. companies can instantly scale the number of seats they require up and down without any consequence.