Written by Beth Hildreth on June 1, 2015
Categories: Call Centers, Cloud

Contact centers are a long-time staple for many businesses, but the costs and complexity of managing these centers’ legacy systems are draining businesses’ time and resources. Now, the cloud is offering renewed hope.

Businesses are moving contact centers to the cloud to gain flexibility, productivity, and security. Aside from being cost-efficient, cloud contact center models empower users to be in control of their systems and provide new opportunities for better user experiences.

Specifically, SMBs and enterprises can enjoy the following direct benefits of moving their contact centers to the cloud:

1. Start and run the center quickly.

Cloud-enabled contact centers are faster and simpler to deploy than on-site ones. Unlike on-premise systems that can take months to set up, cloud contact center solutions can be deployed in as quickly as 48 hours, depending on the number and complexity of the applications.

2. Easily integrate existing and new tools.

The cloud is a maturing technology that allows easy integration. In the midst of competition, global cloud providers are partnering to standardize their products and to pave the way for easier integration of old and new systems. They are even going a step further by finding ways to integrate third-party tools and solutions to ensure interoperability among different platforms.

3. Updates are done automatically and regularly.

The implementation of cloud contact center solutions eliminates the hassles of manual updates and maintenance. Cloud providers incorporate automatic function updates and new feature upgrades without putting additional strain to enterprise IT. Cloud contact centers are given immediate access to these features and functions as soon as they are rolled out.

4. A mature cloud provider offers higher levels of security.

Prominent cloud providers have invested in backup infrastructure to ensure the highest level of security and uptime for customers. These providers track and maintain security levels that are better than what most companies provide for their own on-premise systems.

5. Enjoy service in a bundle.

In the cloud, most contact center solutions come as a packaged service. Customers need to communicate with only a single vendor for all the services they need. Phone services, inbound and outbound telephony, agent desktops, supervisor monitoring, and other contact center features all can be rolled into one package and provided by a single vendor for easier management and coordination.

6. Obtain a more flexible contract.

Shorter contract lengths allow contact center customers briefer tie-in periods. Contact centers want a customer service option that provides innovative solutions, offers good support, and ensures reliability. Through the cloud, companies have more flexibility in switching to contact center vendors that can best meet these requirements.

7. Manage costs through a subscription model.

Cloud contact centers require modest initial investments, since customers do not have to purchase costly hardware and software infrastructure. Customers pay only for the features and functions they use on a monthly basis. Seasonal or growing businesses can better handle demand fluctuations, such as when they add agent seats or more lines when spikes happen.

Moving contact centers to the cloud allows businesses’ IT departments to focus on productive and innovative business activities rather than on routine system maintenance.

With Momentum Telecom’s cloud contact center solutions, businesses are a step closer to a stronger business and IT relationship. Visit Momentum Telecom today to learn more about contact center solutions.