Cloud Computing in Call Center

Cloud Computing:

Cloud computing can be used by forward-thinking firms across the globe, looking to increase their productivity, revenue and customer satisfaction.

Cloud computing in Call Centre:

Cloud computing has largely been confined to consumer web space. However, as contact centre customers are increasingly demanding a faster, more responsive service, so the industry is also embracing this type of new technology.

Cloud computing has significant benefits for international companies with call centres all over the world. Cloud computing can utilise the power of the internet to bring the audio data analysis for all the call centres together, resulting in more efficient global management

How it Works:

As applications are delivered over the internet or in ‘the cloud’, organisations can move away from complicated physical set-ups on-site. These applications can be updated dynamically, meaning that agents always have the most up-to-date customer information to hand. And because contact centre staff can access the cloud wherever they are in the world, this provides greater scope for home-working, as well as dealing with more unforeseen circumstances.

Advantages:

* Cost Savings – Reduce the amount the call centre spend on maintenance and upgrades the IT Traditional IT Systems.

* Improve Customer Service -  faster, more responsive customer service across every channel of communication.

* Offers the opportunity for call centres to track online conversations.

* Virtualisation - quickly and easily reconfigure its services so that its staff could work from home or wherever they happened to find themselves.

* Scalability - Multi-tenant cloud architecture ensures you pay only for what you use, and you can scale up as required.

* cost-effective disaster recovery, always-on availability, proven security and ease of integration.

Implementation:

Integrated individual cloud based Apps that with existing systems. For example post code look up,...