Contact Centers: Bullish on the Cloud | Workforce Optimization Blog

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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

Contact Centers: Bullish on the Cloud

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If there were a way to buy stock in cloud computing, this would be a good time to do it. 

A 2015 Research and Markets report states that the cloud telecom industry, which includes cloud contact center ecosystems, is expanding at an annual growth rate of more than 25 percent. 

Perhaps you can’t invest in an entire industry, but you can certainly invest in a cloud-based solution for workforce optimization, which will also pay significant dividends in benefits to your contact center budget, day-to-day efficiency, and customer service levels. 

Hosting contact centers in the cloud has also been known to significantly reduce aspirin and other pain relief usage among managers, as it eliminates many of the headache causes that used to be unavoidable in this business, from hardware failures and networking issues to the budget-bursting costs of maintaining an IT department and keeping up with new software versions. 

Consider the change in just one everyday contact center capability – call recording. 

In the pre-cloud era, adding call recording required the installation of an onsite PBX system with a VoIP packet that recorded calls onto a separate onsite platform. With the cloud? Installation for agents can be achieved with the click of a button. 

Cloud computing will continue to gain a larger percentage of the contact center industry because it offers benefits for businesses of every size and type. Large call centers enjoy a tremendous cost savings and a lower upfront equipment investment. Smaller contact centers can achieve the same technological sophistication of bigger companies on a smaller budget. And call centers with agents working from home or in multiple centers can tie everyone in to the same workforce management system regardless of location. 

For these reasons and more, it seems likely that the popularity of cloud-based systems will continue to grow. Is it time you considered making the switch?


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