Benefits of Switching to a Cloud-Based Staffing Software Solution

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Benefits of Switching to a Cloud-Based Staffing Software Solution

Communication has always been the most critical tool for success of any business. In today’s business environment, most of which is technology driven, its importance and efficiency has improved manifold. It has become all the more important to provide your team with the right technology and tools to empower them to communicate well with their clients and customers.

 Creates an Environment of Better Adaptibility

Cloud call centers are super easy to set up. As soon as they are installed, the system is ready to use. It offers much greater agent versatility. The unified communications solution has an inbuilt data and processing capabilities available on-demand. This empowers companies to serve their clients from virtually anywhere in the world. Thus, by installing cloud call centers, brands and companies can provide 24/7 customer service. Cloud software solutions allow executives working at different locations to work in tandem effectively, which results in creating greater flexibility and optimizing efficiency for companies at once.

 Elevates Performance of Call Center Staff

Besides being easy to install and immediate to use, it also offers flexibility in working conditions. People working with cloud call center software have displayed much superior efficiency. Being an intuitive interface, cloud solutions facilitate gathering and handling customer data from across various channels and view it on one platform. This helps call center representatives to resolve customers’ complaints and issues with much better precision. Features like ACD, IVR, and priority callbacks prove to be extremely time-saving. Besides, the in-built software is designed to efficiently route and match customers with the most qualified representative to resolve issues. And this leads to attaining optimal customer experiences. It’s a win-win situation for both customer and the representatives. As on one hand good service gives customer a great experience, the representative on duty also experiences satisfaction for having served the client well.

Boosts Security

Whether in Manila or any other part of the world, Cloud Contact Center software comes with great security. You can secure highly classified or sensitive data in a private cloud and store less sensitive data in a public cloud. Public cloud comes at a lower cost compared to private cloud. In addition to this, compared to on-premise solutions, cloud call center will also provide your company with stronger disaster recovery management.

When disasters or accidents occur due to natural or manual follies, on-premise solutions usually face hurdles as they are not always equipped to envision the extent of damage and accordingly handle the hurdles; and thus business workflow gets hit. On the other hand, that is never the case for organizations that work on cloud call center software. Irrespective of accident, data damage is negligible, and the software also provides seamless operational functionality. Cloud call center staff continues to connect to customers through mobile devices even when connectivity is compromised owing to disasters.

Low Cost Solution

Setting up unified communications solutions is indeed and undoubtedly a low cost solution. There is no need to incur expenditure on installing heavy machinery and hardware which on one hand is hard on the pocket and on the other occupies space. Cloud solutions are cost-efficient, need little space as there is no requirement of machinery and infrastructure. This significantly brings down the upfront costs unlike the on-premise solutions. Not only installation, even upgrading hosted cloud solutions is a quick and an inexpensive affair. There are also options that enable contact centers to integrate platforms and lower the costs by opting for a ‘pay-as-you-go’ consumption package. Call center software service providers also offer free trial before installation so there is fewer chances that you will end up buying software that does not serve your purpose.

Unmatched Customer Experience

When it comes to the customer satisfaction nothing can match the Cloud Platforms. When a client gets an immediate call back by the customer service agent and his queries are resolved quickly, the client is not required to make multiple calls or write to the customer service repeatedly requesting to resolve the queries. His problems are routed to an expert executive and resolved at the earliest. This reflects efficiency and professionalism of the highest order. This way, the client trusts the organization with which he is doing the business as he knows that the organization is at his service 24×7. He is nothing but happy. Good customer experience retains business and plays a critical role to help the company to grow and expand its operations.

Cloud Computing Platform for Call Centers

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Cloud Computing Platform for Call Centers

Customer service is a defining factor in the customer experience that influences customer’s action at every stage of business right from the customer’s purchasing decisions to sticking to your brand, referring to their friends and family, and of course revisiting to buy again. Hence, to offer top-notch seamless customer service is not possible without setting up a system that enables your customer service representatives to engage with your client in a positive environment. This is where cloud contact center comes in picture. It is a simple, reliable technology that takes performance of your customer service team many levels higher and offers the customers with a great experience of doing business with you. Cloud call center software or platform is an easy to use, simple to install, and a complete, unified, cloud communication system designed to support multichannel or Omni-channel communication between customers and agents. It optimizes customer experience as well as customer service staff experience.

 Call Center VS Contact Centers

Before taking the discussion further, let us understand the difference between call center and contact center. While call centers and contact centers provide the same customer service and enable us to connect with our customer and vice versa; the difference lies in the kind of communication channels they use. Call centers use a single channel, a single tool, i.e. the phone to connect with the audience. Contact centers on the other hand, uses several communication channels to communicate with the customers. Call centers were the norm before digitalization. Contact centers emerged post digitalization. Digitalization revolutionized the experience of communication, infusing ease, seamlessness, and continuity like never before. Defining Cloud Software Call Center Cloud Contact Center is a web-based software solution or platform that enables an organization to handle its inbound and outbound communication with the clients and other associates. As it is clear from its name, this software is based on the cloud, and there’s no need for a physical space to set up or install this technology. Gone are the days of traditional call centers where entire floors would be dedicated to wired machineries, complex circuits, electrical connections, hardware, and so on; and a set of engineers always on alert, looking for red flag. This is not the case with cloud call center software. This technology being cloud-based can be accessed from anywhere, anytime. This gives an organization flexibility to employ customer service team from across the world to scale workforce in order to meet demands as and when they feel the need.

Functioning of Cloud Call Center Software

Whether you decide to set up cloud-based contact center platform in Philippines or Philadelphia, the technology and its deployment process remains the same. It is built around the main technologies of the automatic call distributor (ACD) and the interactive voice response commonly referred to as IVR system. However, this set-up is not limited to communicating with clients or customers just over voice calls. When an organization sets up cloud call center technology, it empowers them to integrate and sync a wide range of communication channels that include email, SMS, live chat, and social media. Syncing of various communication platforms simply means that when a service executive sits on the system, and customer calls, the executive while attending the call can also view all the different actions taken by the customer so far. In a scenario, where a customer had called earlier and had spoken to a customer service agent, and he sent an email and was issued a ticket. Now if the same customer calls and a new agent answers the call, all the previous communication lands on the screen of this new executive and the conversation automatically becomes much more effective and precise. This in turn helps in better coordination in the customer service department. The outcome is quicker resolution of the customer’s problem, and the working experience goes on a new higher level. A happy and a satisfied customer is good for company’s growth. The system also has built-in workforce optimization capabilities that helps the company or an organization to manage the staffing; also facilitates reporting tools through which one can identify the most potent opportunities for the growth, that have not been handled well. It allows the manager to draw the attention of the agent who was unable to handle the customer query in a satisfactory manner and to discuss an alternate way to effectively handle the same.

Shifting from Legacy to Modern Cloud – based Call Centers

When an organization decides to replace its traditional legacy call center technology with the modern cloud-based software, you can be sure of reducing costs, expanding service capacity, improving your service levels, and boost customer satisfaction ratings dramatically. Not to forget this technology offers convenience of being easily accessible; can generate real time reports to offer the process manager a new perspective on its team’s performance from remote location. Cloud call center software or unified communication has a far-reaching impact on a company’s ability to meet customers’ needs and exceed expectations, scale service capacity based on demand, and protect your business data as you walk on the path of growth.