Currently, 70% of Canadian call centers are using on-premise contact center technology, which means that only 30% are leveraging cloud solutions. By comparison, approximately 75% of contact centers globally use cloud-based technology. This includes 44% that are fully cloud-based and 31% that operate in a hybrid model.
| “Becoming a cloud-based contact center has several competitive benefits. However, the full range of benefits extend beyond staying competitive on the global market.” – Sean Schoenberger, President, Sunco Communication & Installation |
That means that Canadian contact centers are far behind the global average when it comes to cloud adoption. Still, an increasing number of businesses are moving to the cloud. Switching to a cloud contact center solution is about more than simply following global trends. There are numerous benefits to using cloud technology at your call center.
In this article, we’ll explore some of the key benefits of using cloud computing in call center operations. More specifically, we’ll take a look at Five9 and how its features can help you better utilize the cloud to reap these benefits.
Why Move to The Cloud vs. On-Premise Contact Center Solutions?
Omnichannel Routing
Omnichannel routing is a system that manages customer interactions across multiple communication channels, such as phone calls, emails, chat, and social media. This integration allows agents to easily access all customer inquiries from one centralized location.
Intelligent Virtual Agent (IVA) Solutions
Intelligent Virtual Agents (IVAs) are AI-powered systems designed to handle routine customer inquiries and tasks. IVAs use natural language processing to understand and respond to customer queries effectively.
The benefits of this tool are twofold. For one, agents have more time to focus on complex issues, since callers can troubleshoot simple issues using the IVA. Secondly, 67% of customers prefer self-service options over speaking to a live customer support agent and the IVA gives them that option.
Increase Agent Productivity
With cloud solutions, agents can work from anywhere with an internet connection. This flexibility increases productivity by increasing the time frames when an agent may work. Additionally, seamless integrations with CRM tools let agents access customer data quickly. This access streamlines interactions which boosts overall productivity.
Improve The Customer Experience
Reducing call wait times is one of the simplest ways to significantly increase customer satisfaction. Research shows that every 10-minute increase in wait times results in a 3% decrease in overall satisfaction.
Furthermore, cloud system integrations give agents faster access to informational resources which leads to faster issue resolutions.
Control Call Volumes
Cloud technology can effectively control call volumes by efficiently distributing calls among available agents. This system reduces wait times and prevents overload during peak hours. Plus, it’s easier to scale. That means you don’t have to spend time or money on additional hardware if your overall call volume increases.
| Learn More About The Importance of Using The Right Call Center Software |
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Enhance Cost Efficiency
Switching to the cloud eliminates the need for expensive hardware and maintenance. The reduced need for physical infrastructure lowers overhead costs, which allows for more cost-effective operations without compromising service quality.
Additionally, the cloud enables better management of call volumes, reducing call abandonment rates. Fewer abandoned calls translate to higher customer retention and satisfaction, which ultimately leads to greater revenue and cost efficiency.
See How One Company Saved $1.4 Million by Reducing Call Abandonment Rate from 30% to 2%
Automate Updates
Most cloud call center platforms automatically update to the latest technology without manual intervention. This reduces the risk of downtime and ensures continuous service. Automated updates also free up IT resources. This additional time allows them to focus on strategic initiatives rather than routine maintenance.
Performance Analytics
Many cloud call center tools include performance analytics features. This feature tracks agent performance throughout each stage of the customer journey. The data gathered supports quality assurance efforts by identifying areas for improvement and recognizing top performers.
Key Features of Five9 & How They Help You Gain These Benefits
| Seamless CRM Integration | Quick access to customer data streamlines interactions and enhances productivity. |
| Omnichannel Capabilities | Manage customer interactions across multiple channels to reduce wait times and improve customer service. |
| Intelligent Virtual Agents | IVAs handle routine inquiries, freeing agents to focus on complex issues and offering customers self-service options. |
| Real-Time Assistance | Provides agents with real-time insights and analytics to enhance performance. |
| Automated Updates | Ensures continuous service and frees up IT resources for strategic initiatives. |
| Scalable Cloud Technology | Efficiently distributes calls and easily scales without additional hardware, which reduces costs and manages call volumes. |
| Performance Analytics | Monitors agent performance along each phase of the customer journey. These insights are useful for quality assurance. |
Work With a Strategic Partner For Your Contact Center’s Cloud Migration
If your contact center has decided to switch to a cloud solution, you’ll need to migrate your data and correctly configure all applications. If you need additional support during this process, help is available.
Sunco Communication & Installation is a Five9 partner who can aid you in this process. We have extensive experience with contact centers, so we’re acutely aware of the industry’s unique needs. That puts us in a good position to strategically configure your cloud software in a way that works.
Reach out to us today to get started.
