October 08, 2012
Why the Cloud is the Perfect Remedy for Handling Call Center Multiplicity
New research this month from Ventana Research covering new trends, best practices and adoption levels for cloud-based systems in contact centers is speaking volumes for contact centers using the cloud. The verdict? “Contact centers are looking to cloud-based solutions to [meet] the challenges of handling multiple channels of customer communications and distributed agents.” In other words, when working within the realm of call center multiplicity, cloud call center solutions are stepping up to the plate – and delivering.
Some further statistics were shared on the research firm’s blog by its VP & Research Director for Customer and Contact Center Research, Richard Snow. The stats reveal some interesting insights ranging from the importance of virtual call center agents to the internal distribution within today’s call centers.
· 73 percent of respondents said it is “very important” that they improve the handling of customer interactions.
· On average, contact centers support five channels of communication with clients, with 37 percent supporting six or more channels, such as inbound calls, e-mail, outbound calls, fax, and postal mail.
· 61 percent of respondents reported that at least some of these interactions are handled by agents operating outside the formal call center, which include employees in sales, customer service, marketing and branch offices, as well as home based agents.
· 16 percent of respondents said home-based agents were especially expected to become a “larger piece of the pie.”
While you could address these issues by deploying multiple on-premises systems from multiple vendors, you can easily do so via an alternate and more convenient method by harnessing the power of the cloud. Not only does the former require a heavy amount of time and money to pull off, but it’s also been found that contact center managers can typically only use about 10 percent of their operating budget for investing in new technology. Needless to say, they don’t have a lot of options when it comes to advancing their systems when most needed.
This is where the cloud plays an integral role. By integrating the cloud into your current call center system, you will inevitably be gaining a highly sought-after competitive edge. 3CLogic has been a pioneer in the deliverance of new and innovative call center standards for increased versatility, scale and customer connectivity. The best part is that by embracing the cloud, everything will be at the fraction of the cost of deploying a traditional contact center solution.
By offering unprecedented insight, performance analysis and the ability to instantly setup and deploy anywhere at any time, 3CLogic (News - Alert) offers compelling value to meet all of the needs of handling multiple channels of customer communications and distributed agents to create the ultimate customer experience. Users will be able to minimize investments, maximize flexibility and optimize their overall agent performance by relying on 3CLogic’s cloud-based call center solutions.
To learn more about 3CLogic’s cloud call center offerings, click here.
Edited by Amanda Ciccatelli