The COVID-19 pandemic, and the impact it has had on office-based working, has undoubtedly underscored the importance of business agility and flexibility. This could not be more true for contact centre agents, who are struggling to juggle their day-to-day responsibilities while continuing to deliver a superior customer experience from different locations and devices with varying degrees of connectivity.
Cloud-based solutions play a critical role in remedying this by empowering agents with enhanced communication and collaboration capabilities that enable them to stay productive and effective at their jobs, no matter what device they are using or where they are working. With analysts predicting that the number of cloud-based contact centre seats will grow by 21% in 2021, there is no doubt that the cloud will be a game-changer in the contact centre – here are some of its top benefits today:
Business continuity
More than ever, it is vital to ensure business continuity. This means enabling an ‘all weather’ workforce – one that can work from anywhere – and that can be scaled up or down as needs change. It also means making sure that business processes are not at risk of being disrupted by outdated software. Cloud enables all this cost-effectively and with minimal disturbance.
By using a cloud-based contact centre solution, all the different users – agents, supervisors, managers and more – get access to all the capabilities they need to do their jobs well and deliver the best customer experience, no matter where they are.
Evergreen innovation
Some businesses can be deterred from adopting more advanced contact centre solutions because they lack the in-house technical expertise to maintain and upgrade these systems. The reality is that cloud platforms make this easier by enabling automatic and rapid access to advanced functionality and innovation which is also evergreen – in other words, you always have access to the latest capabilities and software enabling fast implementation and response to changing customer needs. This is really critical, because it enables businesses to innovate and stay ahead by being able to easily and quickly switch options on – trying new things that might deliver a competitive edge – or off, if they are not right. This is incredible power to explore possibilities without the headache of doing all the maintenance and upgrading in-house.
Flexibility and agility
Each business has its own unique needs, challenges, and resources – that means each organisation’s transition to the cloud will be unique. Some may want to migrate at their own pace to minimise the risk of business disruption, while some may want to move all at once. Others may not even want to go for a full cloud solution, instead opting for a hybrid model where, for instance, contact routing is kept on-premises, while other applications like workforce engagement are moved to the cloud.
Once cloud-enabled, organisations gain flexibility and agility. They can move quickly, get to market faster and respond to changes and needs quicker. The flexibility of the cloud ensures that organisations have complete control over the process, whilst maintaining full functionality and availability at all times. In other words, businesses both big and small can take advantage of the cloud as it enables them to transition at a pace that’s right for them – and that goes for their costs, too.
Every industry has its peaks and troughs. Take retail, for example – key shopping seasons such as Black Friday or Christmas can create significant spikes in call volumes around orders, returns, exchanges and more. With a cloud contact centre solution, a retailer can quickly scale its seats to support this rapid increase and then ramp down once the dust settles. In other words, businesses don’t need to purchase additional, underused licenses for occasional peaks.
For contact centre leaders and agents, the future of work means navigating an entirely new communication and collaboration environment. By opting for a cloud-based contact centre solution, businesses can ensure their customer experience remains excellent and their workforce stays productive, regardless of location.
Guest Blog by Natalie Keightley, Senior Director of Solutions Marketing at Avaya
Helping to Accelerate Digital Transformation. Your business wants to make every experience as seamless and connected as possible. So employee collaboration is easier and more efficient, and customer satisfaction is higher. Avaya solutions make it happen.
