Moving to a cloud contact center is a game changer, delivering a seamless, omnichannel service to SMBs.
The North American cloud contact center market is expected to grow at a compound annual growth rate of nearly 10 percent through 2021, according to a recent report from market research firm Frost & Sullivan. Small and medium-sized businesses (SMBs) are especially adopting the cloud model for several reasons.
SMB executives sometimes assume that contact centers are a luxury that only large companies can afford. But with cloud technology like Broadvoice’s, that’s no longer the case. Moving to a cloud contact center gives SMBs the means to enhance customer experiences on par with larger competitors.
Why are SMBs Changing to Cloud Contact Center?
- Home-based Work Trend: The number of telecommunicating workers in the U.S. has increased 115 percent over the past 10 years because of benefits for both employers and workers. For SMB contact center organizations, a work-at-home program helps attract a deeper pool of agent candidates, and often for lower wages because it enhances work-life balance. It also reduces expenses on gasoline, parking, public transit, and dry cleaning.
- Fast Deployment: No hardware installation is needed for the deployment of a cloud contact center, so SMBs can get the center up and running quickly. An entire contact center can be operational in a matter of days.
- Enhanced Security and Business Continuity: Technology-forward cloud contact center service providers like Broadvoice offer secure access to all the information that agents need regardless of their locations or the devices they use. If the contact center facility is disrupted due to inclement weather, for example, all services can be quickly reconfigured and agents can continue working at a different location or at home.
- Hassle-Free Maintenance: Conventional premise-based solutions are complex and tedious to update and maintain. Conversely, with a cloud-based contact center solution, most features and functionality are included in the basic subscription and routine maintenance and system updates are downloaded online in the background without straining IT departments.
- Greater Scalability: The on-demand nature of the cloud model allows SMBs to expand their contact center team nearly instantly. Agent seats can be easily moved and new agent licenses can be quickly activated (and deactivated) to meet demand based on growth and/or business cycles.
- Reduced Costs: SMB cloud-based contact center solutions are cost-efficient because they significantly reduce the up-front or capital expense that on-premises solutions require. This pay-as-you-go consumption model also helps businesses implement, test, and tweak solutions and features easily as well as more economically.
Further, many SMBs without a contact center solution are already operating with related processes and don’t even realize it. Most have ad-hoc procedures to dedicate time for dealing with customers, answering questions, scheduling appointments, etc. Without a dedicated system or formalized business process in place, these ad hoc activities are a hidden cost and even a burden to operating efficiently.
Moving to a cloud contact center changes all that by delivering a seamless, omnichannel service – from voice, fax, and email to SMS, chat, video, and social media – with no upfront investments, lower operational costs, enhanced security, and greater scalability. It essentially levels the playing field, giving SMBs the means to enhance customer experiences on par with larger competitors.
That’s a compelling value proposition. It is one of the many reasons why we are seeing so many SMBs embrace the cloud contact center model or shifting to only using cloud-based solutions.