Cloud Based Contact Center

Benefits of Migrating Your Contact Center to the Cloud

If you're still using a PBX system for your contact center, you're likely being left behind the rest of your industry. The cloud has revolutionized the contact center, and there are many benefits to migrating to a contact center as a service (CCaaS) model. CCaaS offers scalability, flexibility, and cost savings over on-premises systems, and it gives you access to cutting-edge features like live chat, real-time reporting, and more.

CCaaS vs. On-Premises Contact Center

While on-premises systems require businesses to purchase, deploy, and manage the necessary hardware and software themselves, a CCaaS solution delivers contact center capabilities via the cloud. The cloud-based model has become increasingly popular in recent years as businesses look for ways to reduce costs and simplify IT management.

Benefits of a Cloud-Based Contact Center

Cost Savings

One of the biggest advantages of CCaaS is that it's a pay-as-you-go model: you only pay for the features and capacity you need. With an on-premises system, you have to make a large up-front investment in hardware and software, and then pay for ongoing maintenance, upgrades, and support. With a cloud-based system, you don’t need to worry about managing or upgrading hardware, which can save you a significant amount of money over time.

Scalability

CCaaS is highly scalable. If your business grows or you experience a spike in call volume, you can easily add more capacity to your system. When you have an on-premises system, adding capacity can be a challenge because you may need to purchase additional hardware and install new software.

Flexibility

CCaaS is much more flexible than an on-premises system, which limits you to the features that are built into the software. With a cloud-based system, you can easily add or remove features as your needs change. You can also access your system from anywhere, giving your team the flexibility to work from home or on the go.

Improved Customer Experience

When you migrate your contact center to the cloud, you can take advantage of cutting-edge features that improve the customer experience. For example, many CCaaS solutions offer live chat, so customers can get help in real time. Cloud-based systems also offer advanced reporting and contact center analytics that provide insights into your customer service operations. With this information, you can make changes that improve your contact center’s efficiency and effectiveness.

Better Disaster Recovery

If your on-premises system goes down, you may be out of luck unless you have a backup system in place. With a cloud-based system, your data is stored offsite, so it's always available—even if your primary system goes down.

Improved Security

When you migrate your contact center to the cloud, you can take advantage of advanced security features that may not be available with an on-premises system. For example, many CCaaS providers offer data encryption, which protects your data in transit, and multi-factor authentication, which adds an extra layer of security.

Management of Remote Teams

If you have a remote team, a cloud-based contact center can be an ideal solution. With an on-premises system, you need to provide each team member with a computer and the software they need to do their job. With a cloud-based system, team members can access the system from anywhere at any time using their laptop, smartphone, or tablet.

Standardized Procedures

When you use an on-premises system, each team may have its own way of doing things. When you migrate your contact center to the cloud, you can take advantage of standardized procedures and processes. A cloud-based system allows you to easily roll out new procedures and processes to all team members, which can help improve efficiency and effectiveness.

Better Integration

CCaaS is easier to integrate with other systems. For example, you could easily integrate your CRM system with your contact center so customer information is readily available. With an on-premises system, integration may require you to purchase additional software or hardware.

How to Migrate Your Contact Center to the Cloud

Follow the steps below for a successful cloud migration:

  • Choose a reputable CCaaS provider. Make sure to do your research and read reviews before making your decision.
  • Determine what features you need. Make a list of your must-have features and compare them to the features that different providers offer.
  • Migrate your customer data, agent data, call data, and any other data that's stored in your on-premises system. This process will vary depending on the provider you choose.
  • Train your team members on how to use the new system.

Now you're ready to go and take advantage of all the benefits that CCaaS has to offer.

Help with Migration to a Cloud Contact Center

If you're ready to migrate your contact center to the cloud, LinkSource can help you choose the right solution for your business. To learn more about how to optimize your business’ technology environment, subscribe to the LinkSource blog.

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