Jun 16, 2015
The call center industry is shifting away from on-premise solutions, and it’s a change that’s making contact centers more efficient, flexible, and safe. DMG Consulting predicts the number of call centers using a cloud-based framework will double throughout 2015.
Tom Nolle, president of CIMI Corp., believes that cloud adoption will continue to pick up in 2015, but that we’ll see more of a shift to software as a service (SaaS) and platform as a service (PaaS) as cloud providers look to raise revenues.
SaaS contact center solutions are easy to transition to, making them a lightweight way to improve performance and increase revenue without expending tons of resources. Here are three key ways that SaaS solutions add value to your operations.
1. Safety First
Accident happen all the time, but with a cloud-based system in place, those accidents don’t have to be fatal. Data loss and downtime costs enterprises $1.7 trillion in 2014, and nothing stings worse than waiting helplessly to find out what can be recovered and what needs to be redone from scratch.
Half of respondents in a Spiceworks survey reported that the biggest increase in cloud-based spending in 2015 would be on online backup and recovery systems.
When your data is safely on the cloud, hardware failures can be nothing more than a minor inconvenience. Spilled coffee on a laptop mid-project? Work can continue on another device uninterrupted thanks to automated backups.
Need to secure data on the fly or make it available to team members at any time? Changing access permissions remotely can be a snap thanks to the cloud.
2. Offices without Walls
Remote access to your systems is one of the biggest advantages to working on the cloud. Phone numbers no longer need to be tied to on-premise locations, so your team can take and make calls wherever they are.
You don’t need to worry about any interruption in service just because you can’t make it to your desk with a cloud-based solution. Relocation, temporary or otherwise, can have a devastating effect on any business. Whether it’s construction in the office or extreme weather keeping your team trapped at home, the cloud provides access to your phones and your system.
3. Integrated Business Analytics
The challenges of monitoring and managing your efforts are no match for the cloud. Countless hours spent pouring over spreadsheets to glean useful information can be a thing of the past with the right SaaS solution for your call center.
Software with strong business intelligence (BI) integration organizes all your data into easy-to-understand charts and graphs so you can spend time streamlining your systems instead.
With the combined powers of BI and the cloud working together under ideal circumstances, like those offered by SaaS contact center software with built in business intelligence, almost anything is possible. You can optimize your workforce with productivity reporting that’s available in real-time, from anywhere, at the touch of a button.
For more information on how to work smarter with business intelligence solutions for the modern call center, check out our Top 10 List When Considering a Cloud-Based Contact Center Solution whitepaper.
About the Author: Terrel Bird
A successful serial entrepreneur, Terrel L. Bird, CEO and co-founder of TCN, has been at the forefront of Voice Over Internet Protocol (VoIP) and call center technology for 15 years.
Prior to co-founding TCN in 1999, Terrel served as president of Northern Allied Steel and Propane for 16 years in Ontario, Canada. Seeking the opportunity for his young children to grow up in the States, Terrel began researching emerging technologies for a new business venture and recognized an opportunity in VoIP and call center technology. He created TCN with a mission of implementing groundbreaking changes, following his vision of how the technology would evolve over time. Shortly after launching TCN in St. George, Utah, he made the area his home.
Under Terrel’s leadership, TCN has grown steadily and is now recognized as a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Combining a deep understanding of the needs of call center users with a highly affordable delivery model, TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspapers, collection, education, healthcare, automotive, political, customer service, and marketing.
Terrel and his team credit the lasting success of TCN to the planning efforts that took place at the inception of the company. By taking a consultative approach to serving customers, TCN has successfully and consistently provided the most cutting-edge call center solutions that help its customers operate efficiently and cost effectively.
Along with spending time with his wife and 10 children, Terrel has long been a fan of the great outdoors, competing in 100- to 200-mile races. He received a B.S. in accounting from Brigham Young University.