Digital Transformation of Business is a critical component of maintaining competitive advantage in many industries. Rapid response to customer inquires, automated responses to self-service inquires, and ability to communicate across digital channels accelerate the buyer journey, solidifies customer loyalty and can take cost out of operations. According to a recent report by Frost and Sullivan on Contact Center Modernization, the Cloud Contact Center market is expected to grow to over $3 billion by 2017. Given the rapid growth of the Cloud Contact Center Solutions, it is no surprise businesses of all sizes are adopting this technology to accelerate Digital Transformation.
Your network and IT infrastructure is critical to the success of a Cloud Contact Center deployment. Here are three considerations to ensure you get the most from your Cloud Contact Center:
Using Cloud Contact Center for Competitive Advantage
By shifting the workloads of your Contact Center to the Cloud, you are leveraging the reliability and availability of the infrastructure to your Cloud Contact Center supplier. This supplier can take on the responsibility of repairing hardware failures, software glitches and other configuration errors. This allows your operations staff to focus on process improvement, call center efficiency, compliance and more. You should expect improved margins, while improving customer satisfaction and loyalty.
Bullet-Proof Network Infrastructure and Your Cloud Contact Center
It is critical to your success to have your network optimized to handle voice traffic. Using affordable technologies, including Software Defined Networks, you can prioritize Voice Traffic over other activities. Setting network policy for priority and usage of Voice over streaming video and other bandwidth-consuming activities will help ensure your calls are clear. Having multi-path capability to instantly establish a connection in the event of a bottleneck will help you avoid dropped calls.
Cloud Backup for Efficient Data Storage
“Your call is being recorded to improve customer service.” Recording calls for compliance, training and customer satisfaction excellence creates lots of data. Your Cloud Contact Center will need robust and affordable backup and data retrieval to archive all of that information and make it available for future use. Make sure you have a reliable system for backing up this valuable information, and periodically test your Cloud Backup to ensure rapid recovery.
Cloud Contact Center, CRM and Marketing Automation can all drive digital transformation of your business. Using the Cloud to manage these workloads makes these solutions more affordable and easier to deploy than ever before. If you are interested in digitally transforming your business, contact your technology consultant today!
