6 Top Considerations when Evaluating a Cloud Contact Center

Have you considered a cloud contact center over on-premise to better serve your customers?  If not, then you may already be behind the curve.  According to recent research from DMG Consulting, cloud contact centers are becoming the norm, rather than the exception, with the number of seats expected to grow by 20 to 30 percent over the next four years.

In fact, the total number of cloud contact center seats jumped 49.9% between August 2014 and August 2015. And that momentum is showing no signs of slowing. By the end of this year, close to 20 percent of seats will be cloud-based.  And it makes sense: Contact Centers operating in the cloud open new possibilities for their companies and their customers.

Agents located in different time zones can expand the service hours available so customers can tweet, chat, email or call when it’s convenient for them. It can also supports the shift from CapEx to OpEx, preserving cash from infrastructure investments that can be reallocated to enhance training and other programs to empower and engage your agents. And those things make it easier for companies to keep their customers happy and coming back for more.

Of course, there are certainly new and important considerations with cloud. What should you research? How can you choose the best solution for your customers? To help you get started, we’ve put together this list of the top things to consider when you’re ready to start evaluating cloud contact center solutions:

  1. Security, security, security. Make sure any cloud vendor you work with—contact center or other tool—has layers of security. That means both you and your customers can rest assured that you can do business with as little risk as possible.
  2. Availability when it matters most. Check the service level agreements the provider offers. Double check that they will ensure your customers will always be able to reach you.
  3. Scalability and dynamic Staffing.  “The next agent will be with you in 10 minutes.” Not good enough! The ability to dynamically adjust staffing is so important, especially as the holidays approach. Scalability helps control costs and make sure your customers aren’t spending excessive time on hold.
  4. Real-time reporting and visibility. I’m not saying you need to “live and die” by the numbers. But having solid insight into performance from robust reporting allows you to make adjustments on the fly as needed to keep your customer satisfaction numbers high.
  5. Flexibility. With a cloud contact center, there is no “one size fits all.” Do you want phone? Social engagement? 24-hour live chat availability? Customize your contact center capabilities and staffing with whatever you need to provide the most effective service and support for your unique customers.
  6. Automatic updates. Your contact center vendor should handle hardware and software upgrades and implement the latest and greatest technology. You reap the benefits without the work (or the cost). And your agents and customers benefit from smoothly implemented, cutting-edge tools.

For a deeper dive into evaluating cloud contact center solutions, check-out the Cloud-based Contact Center Chapter of the “2015 Contact Center Decision-Makers’ Guide.” It covers everything from basic terminology to practical implementation advice and more. And of course, don’t hesitate to get in touch if you have any questions or need more information about getting started. We’re here to help.