Cloud Contact Center: Benefits, Migration Tips & More

A cloud contact center offers businesses a modern hassle-free customer support platform to track, monitor, and improve the buyer’s experience.

“How does it do this,” you ask.

Cloud contact center solutions are ladened with tools and features to assist customers over the following channels:

• Email
• Phone
• Social Media
• Live chats
• Google Calendar
• Customer relationship management software
• Other integrated communication platforms

Now we know what you’re thinking, “But what is a cloud contact center? It’s great that it can monitor customer interactions, but what else does it offer me?”

Well, my friend, you’re in for a treat!

This article dives into the intricacies of contact center cloud services, the difference between traditional infrastructure and this technology, benefits, steps for effective cloud contact center migrations, and how to choose the correct cloud contact solution for your organization.

Let’s dive in!

What Is a Cloud Contact Center?

Outbound and inbound telephone connectivity to representatives through the Internet has revolutionized how businesses connect with customers and prospects. A cloud contact center is an online service (think SaaS business model) that agents utilize to make outgoing calls and receive incoming calls from their mobile device, laptop, or desktop computer.

In contrast to business VoIP connections, cloud-based contact center software augments client connections across various communication channels. These platforms offer state-of-the-art features you won’t find on your clunky, archaic, and messy conventional contact center setup.

As companies dilate and add more support mediums, cloud contact center solutions can aid representative productivity while boosting customer satisfaction and loyalty.

Think of it as a communication utilizing cloud-based technology to extract, dissect, and make customer data actionable. A cloud contact center can make swift work of outbound and inbound client calls while keeping track of interactions data from social media, in-app messaging, SMS DRIP campaigns, email, and voice.

Cloud call centers utilize two primary technologies:

1. Automatic call distributors (ACD)— Ensuring every incoming call connects to the correct representative is imperative to increase productivity. With ACD, you can set advanced call routing automation parameters to direct callers to the most suitable rep for assistance.
2. Interactive Voice Response (IVR)—Recipients calling an organization are greeted by this audible menu that opens up a self-service portal. Interactive voice response systems generally use natural language processing (NPL) to interpret spoken requests, or users can select menu options by pressing the coinciding numbers.

Because there’s no hardware required for cloud-hosted contact centers, as with on-premise solutions, a cloud contact center has no single office, building, or server, employees can access cloud contact center solutions worldwide through cloud-based technology, as most providers have efficiency services dispersed across the globe.

How Does a Cloud Contact Center Work?

The internet is a beautiful thing. And with the amalgamations of contact center cloud solutions and the worldwide web, you have a single location to manage all video, social media, text message, chatbot, and inbound and outbound communications.

Those who struggle with technophobia will be happy to know cloud contact center service vendors manage maintenance, equipment upgrades, technical setups, and business team onboarding (Just like Ringy.)

On-premise, PBX systems are a thing of the past and require a large server room or significant space in the office. Private branch exchange systems need you to purchase telecommunication infrastructure, install it, and maintain the system throughout its lifetime with your organization.

Cloud contact center software doesn’t have these issues because it utilizes Voice of Internet Protocols (VoIP) to connect agents with customers. You can create prospect or client accounts so that each interaction is recorded and triggered to direct incoming calls to the right sales rep at the right time.

Some cloud contact center solutions like Ringy have built-in CRM features that keep teams on the same page, eliminating data silos within your organization. Utilizing customer relationship management tools is vital to provide a seamless client experience across all channels.

Since all reps require is a connection to the internet, business proprietors only need to provide headsets and workstations for their employees (if they wish.) While these added extras may seem enticing, utilizing smartphones or computers works perfectly fine without needing dedicated hardware.

Cloud Contact Center vs Traditional Infrastructure

While traditional call centers have been the norm for years, cloud technology has paved the way for a new approach known as cloud-based call centers. Traditional call centers rely primarily on phone-based interactions, although some agencies may incorporate other channels like live chat or email.

On the other hand, cloud computing technology handles customer calls through a contact center in the cloud. Customer data, call management systems, and infrastructure is hosted in the cloud offering unprecedented benefits over traditional call centers.

This comparative table highlights the differences between traditional and enterprise cloud contact center solutions.

Cloud contact center software offers multiple advantages over traditional call center systems, such as PBX infrastructure. With the ability to connect representatives remotely and eliminate hardware dependence, cloud contact center applications transform how companies handle customer interactions.

Cloud Contact Center Benefits

So it goes without saying that on-premise call centers are rapidly dissolving into the future. With the requirement of expensive hardware, regular maintenance, and employee commutes, traditional systems are becoming more expensive.

The modern client experience must be addressed correctly when on-site call centers receive phone conversations. High-growth organizations require the correct approach to manage each customer engagement; that's where cloud contact center software does this job perfectly.

Let's look at some key benefits of owning a cloud contact center.

Allows You to Scale Your Workforce Quickly

Whether your business dilates or constricts during economic uncertainty, contact center cloud solutions can quickly scale down or up to meet these demands. You can add new features or integrations and connect new agents to the system with a few clicks while only subscribing to the tools you require.

Conversely, traditional contact centers need regular software and hardware updates that often expended time and money.

Provides A High-Level of Reliability and Availability

When managing your customer data on the cloud, you want access to it 24/4, 365. Cloud contact center platforms offer this freedom by guaranteeing a minimum uptime of 99,9%.

There are four reasons why this is possible, so let’s have a look at them below:

1. Access client data from anywhere: Representatives work remotely from multiple locations, improving the support you can offer your customers. In the event of a natural disaster or other disturbance, agents can work uninterrupted, while if it were an on-premise system, things wouldn’t go as smoothly.
2. Secure data storage: Security incidents and data breach risks are reduced by including safety measures, multi-factor authentication, SSO (Single Sign-On), and high-grade encryptions. Cloud contact center ensures your customer data is protected at all costs by employing one or all of the above methods.
3. Backup and Redundancy: Cloud contact centers store software infrastructure in diverse locations using geo-redundancy. This enables consistent cloud contact center platform availability, even if you are experiencing local outages.
4. Automatic maintenance and updates: Autonomously updating and maintenance is like an oil change for your cloud contact center. Providers offer free performance and server upgrades that reduce downtime and other distributions.

Cloud contact centers deliver enhanced flexibility, security, reliability, and availability compared to traditional on-premise systems. Leverage the power of the cloud to provide customers with a seamless experience, safeguard sensitive data, ensure continuity, and benefit from hassle-free upgrades.

Improves Customer Experience While Maximizing Agent Productivity

Sales dashboards with KPIs are another key feature and advantage of cloud contact center software. This intuitive interface gives your representatives the correct information at the perfect moment.

Cloud contact center platforms match the agent’s skills to the customer requirements, including but not limited to the following:

• Troubleshooting
• Sales
• Technical support
• Customer service

Also, a cloud contact center solution directs calls to the correct representative based on various customer criteria.

Enhanced Agent Management Using Analytics

Built-in analytics capabilities in cloud contact centers help business owners or managers monitor agent productivity to identify areas of improvement. Supervisors can utilize this data to develop coaching programs or make employee adjustments to align with the information discovered in these reports.

Managing agents utilizing analytics is the best way to incorporate data-driven decision-making into your organization.

Steps for an Effective Cloud Contact Center Migration

With all the hype around cloud contact center solutions and their advantages, companies may still be nervous about converting to this technology. You must look at a few nuances when moving to a cloud contact center and address them from a business and technological perspective.

If executed with competent guidance and meticulous planning, the implementation will flow seamlessly, allowing your company to operate as usual. While all businesses and call center agencies are bespoke, the cloud migration escapade requires multiple critical steps to complete the job successfully.

Identify Your Needs and Desired Functionality

Before establishing your cloud center migration plan, understanding your company's unique requirements and non-negotiables is a must. Consider your team's needs, goals, and company objectives.

We recommend asking questions such as:

1. What is the overall size of the migration? For example, insurance contact center teams have hundreds of agents that must be relocated from an onsite PBX system to the cloud.
2. Do you require self-service options or call defections such as a support chatbot or reducing inbound call volume?
3. What automation or CRM integrations do you require?
4. Do you need to build custom APIs?
5. Which communication channels does your cloud contact center need to manage? For instance, social media channels, instant messaging, SMS, phone calls, or emails.
6. How will you track metrics and KPIs concurrently?
7. What's your desired implementation timeline?

Identifying your requirements and desired functionality is the most critical step to successfully completing a cloud contact center migration. With a solid understanding of your organization's needs, it'll be easier to decide which providers suit your criteria.

Build a Budget

Develop a comprehensive well thought budget for the cloud contact center migration. Numerous expenses correlate with multiple aspects of the relocation that may increase the required funds.

Costs associated with cloud contact center migrations include but are not limited to:

• Ongoing support
• Training
• Implementation
• Software

Look at both long-term costs and upfront expenses of operating cloud contact center solutions. Research and compare cloud contact center solutions to evaluate their features, scalability, integration capabilities, and suitability.

Based on this analysis, determine an average budget by considering your shortlisted solutions' pricing structure and correlating costs. This exercise assists in gaining a realistic understanding of the financial commitment required for implementing your desired cloud contact center solution.

Demo the Solution

Taking the cloud contact center software for a test run is essential to determine its functionalities and usefulness to your organization. Most cloud contact center solutions, like Ringy, offer a 14 free trial to utilize this dynamic technology.

We will guide you through the available tools and set your team up with the resources to learn how our cloud contact center solution works.

Doing a demo also allows you to understand the user experience by working within the interface. With this software introduction, you'll know if the cloud contact center solution's dashboard coincides with your organization's requirements.

Define Success Metrics

Once you’re happy with the desired cloud contact center solution and subscribed to a provider, you require ways to measure the success of the migratory phase. The best way to do this is by searching for quantifiable metrics that can be turned into actionable results.

For instance, does your organization need help with extending hold times? Automatic call distribution or interactive voice response features may assist in reducing these figures and improving customer engagement.

Business owners or managers can set a goal of reducing hold times by 15% and utilize the cloud contact center solution and team to handle the rest.

Train Your Team

Last but not least, how can you ever forget your team? The people that’ll make this happen for your organization.

Your managers and representatives require training on the new cloud contact center solution before and during migration. Most service providers offer free webinars or training sessions, primarily upon implementation, to get everyone on the same page.

Check out this table highlighting the advantages of training for agents and managers.

Training is pivotal in successfully migrating your new cloud contact center solution. Provide comprehensive training to all staff members to ensure they can navigate the interface, address issues, and build confidence in their abilities.

How to Choose the Right Cloud Contact Center Solution

Customer communication requires top-tier cloud contact center solutions to keep all forms of engagement professional and courteous.

The robust features offered by cloud contact center software are perfect for managing contacts and are not only suitable for larger-scale enterprises. If you have a small consumer support team, utilizing a cloud contact center solution can be beneficial too.

But how do you know which is the correct cloud contact center software that matches your company's demands?

Let's look at some of the key considerations.

Ease of Use

User-friendly, intuitive dashboards, and interfaces are critical if you want the adoption of a cloud contact center solution to be victorious. You are searching for a platform that is fast to implement and won’t take forever for your employees to start utilizing it.

Ringy, as a preferred solution, prioritizes user-friendly interfaces and innovative functionalities, allowing representatives and agents to easily navigate and leverage our software’s capabilities without extensive training or technical expertise.

Features Versus Benefits

When evaluating cloud contact center solutions, assessing the features offered and how they align with your organization's goals is critical. You want comprehensive tools to manage all customer communications and interactions.

Ringy offers the following features:

• Real-time insights and reports
• Email DRIP campaigns
• Multiple integrations with native business tools
• Cloud VoIP Softphone
• Local ID

A good rule of thumb is to concentrate not only on the features but also on the advantages they bring in terms of improved agent productivity, customer support, and contact center performance.

Cost

The cost implications of incorporating a cloud contact center solution must not be overlooked. A cost-effective solution such as Ringy aligns with small to large business budgetary requirements.

Get cutting-edge features without breaking the bank starting at $109 monthly.

By eliminating the requirement for expensive on-premise hardware, maintenance, and upgrades, Ringy assists companies in accomplishing cost savings while delivering robust functionality.

Integration and Scalability

Existing software within your tech stack can't go to waste, so integrations are necessary. You must evaluate the solution's interoperability with other systems while determining its ability to scale with your company's growth.

Ringy provides seamless integration with various platforms, including but not limited to:

• Zapier
• Facebook
• Google Calendar
• Smart Financial
• Nextgen Leads
• QuoteWizard

Our software enables a unified view of customer data and streamlined workflows while offering unmatched stability. You can easily adjust capacity based on call volumes, wait times, and previous customer engagement to ensure you adapt as the company expands.

Customer Support and Reliability

Ensuring the cloud contact center solution's reliability, resilience, and customer support is critical when deciding which software is best. Moreover, it's necessary to try a free trial, determine all the software's features, and check out any reviews or testimonials online before pulling the trigger and purchasing.

Ringy offers reliable customer support, ensuring prompt assistance whenever required. Our robust infrastructure and distributed server setup also contribute to higher reliability and minimized downtime, enabling uninterrupted cloud contact center operations.

Final Thoughts - Cloud Contact Center

Migrating and implementing cloud contact center solutions requires cognizance of your business's specific needs.

Cloud contact center software has proven to be the go-to option for modern customer support. These cloud-based platforms offer undeniable advantages, from boosting customer satisfaction to streamlining operations.

However, when finding the best cloud contact center solution for your organization, look no further than Ringy. With its comprehensive features, seamless integrations, and dedicated support team, Ringy caters to businesses of all sizes. Whether you're a small startup or a large corporation, Ringy has got you covered.

So why settle for anything less? Request a demo to see how we can rock your customer relationship efforts.