The Sky Is Not The Limit With Cloud Contact Centre Software

1. The Sky Is Not The Limit With Cloud Contact Centre Software How cloud contact centre software is changing the CRM game for the better How can one say the sky is the limit when there are footprints on the moon... This is certainly the case with the fast growing industry of cloud call centre software. Possibly one of the fastest moving IT applications out there today, heading for the cloud is an increasingly attractive option for call centres around the globe. Setting IT Free

2. The difference between a cloud contact centre and a traditional one is mostly in the amount of work the IT department is expected to carry out. In a traditional contact centre, there is a massive burden on the IT technicians as they are expected to maintain the servers and are responsible for data integrity, preventing data breaches, and needless to say, GDPR compliance. If the contact centre grows, the IT department must upscale not just software, but hardware too to accommodate additional servers. Migrating to a new system can take weeks to months, and there is inevitable downtime while IT does what they need to do. Downscaling is a similar challenge as there is the question of responsibly managing the disposal of redundant systems. Cloud contact centre software, on the other hand, transfers the bulk of responsibility for data storage and integrity, upgrading software and hardware, and migrating to new systems to the cloud service provider. The result is lower staff costs, less vulnerability to labour shortages and a more streamlined and flexible systems that accommodates scaling up or down with minimal disruption. Moving Faster Whenever new technology is deployed in a contact centre where servers are located on the premises, there is inevitable downtime as new applications are installed, configurations applied, tests completed and systems adjusted. The whole process can take weeks or even months of disruption or even costly downtime. Cloud based contact centre software is not usually an out-of-the-box solution. Most services are subscription based, so upgrades and new installations come to the contact centre as ready to go products or add-ons. Deployment time is cut down to hours or at most, a few days as staff familiarise themselves with updated applications, and then it's go time. Companies would be right to be wary of upgrades, migrations and other changes that happen without their knowledge or consent, causing confusion amongst agents and disruption on the floor. However, established cloud contact centre service providers are smarter than that and ensure that any expected changes are communicated and consented to in good time, and also offer training.

3. Research Based Solutions Cloud contact centre software providers base their business decisions regarding product development on sound research in the industries they serve. Great ideas come from great market insights, and cloud contact centre software developers certainly invest heavily in understanding customers, services and the contact centres that connect them. Research from mature contact centre markets is aligned with insights from emerging markets to create targeted solutions that are proven to work at every stage. Top cloud subscription services offer a great deal of flexibility to fit the product to the problem. Solutions range from simple sign up and go packages to customised software solutions for larger and more complex operations. Endless Flexibility

4. Perhaps the greatest advantage of cloud contact centre software is its flexibility. Cloud software systems allow for remote agents, which have proven to be exceptionally valuable in modern contact centres, allowing for regional, national or global hiring strategies that reduce costs and address staff attrition rates that may be higher in certain areas. Business continuity is improved as the contact centre is always staffed. If the office becomes unusable for a period of time due to relocation, bad weather or mundane routine procedures, the software allows agents to continue working from wherever they are using only a standard internet connection and a compatible device. Cloud contact centre software is Software as a Service (SaaS), which means there is always support available, including training and upgrades, and no capital expenditure. The most critical applications are obtained through a basic monthly subscription, the cost of which aligns with the complexity and size of the operation, but not exponentially. Budget-friendly, instantly available and highly secure, there is overwhelming evidence that the cloud stretches the limits of the imagination in what contact centres can achieve. About us: Altitude helps companies engage customers and deliver great service with unified customer interaction management solutions. Altitude Xperience is a robust, modular, customer interaction management software platform that handles all interactions and unifies all touch points throughout the organisation. Altitude unified customer interaction solutions leverage existing technology investments in call centres adding value to a wide range of business situations without disruption. Altitude has a 20-year plus track record of industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. Altitude Software has 12 offices in four continents, a 160-strong partner network, and is ISO 9001 certified for its worldwide customer support. To find out more, visit: https://www.altitude.com/. online@altitude.com