Have you ever noticed that communication always seems to be the first thing to take a hit when companies experience significant growth? It makes sense, in a way. After all, it’s far easier to maintain open lines of communication when fewer people are involved. Grow that to the hundreds or thousands, mix in the physical distance variable of remote locations, and the issue becomes clear. Even so, how can enterprise cloud solutions solve the most common communication hurdles among callers, customers, and your own call center agents?
One of the greatest challenges of managing communication as your company grows is maintaining quality. When it comes to customers, any experience they have when interacting with your organization should leave them equally impressed no matter when or where it happens. Similarly, your own call center representatives should feel they are equipped with the best technology to handle all customer interactions.
With enterprise cloud solutions, tackling these hurdles is as easy as bullseyeing womp rats with a T-16 back on Tatooine. The reason can be found in a little quality-of-service (QoS) wizardry.
SD-WAN is the game-changer here. The ability to dynamically define network resources based on the needs of your applications gives you fine-grained control over bandwidth. In doing so, you can effectively dictate QoS for customers and call center agents regardless of when and where the interaction takes place. The result is a consistent experience for everyone involved.
What About Cost?
Ask anyone, even the person nearest you at this very moment, what the greatest challenge to company growth is, and you’ll likely receive one of two answers: cost or affordability (which is fancy speak for cost).
In reality, growth is all about meeting demand by increasing supply. When it comes to scaling customer service resources such as call centers, you can effectively increase supply without breaking the bank. How? By minimizing additional hardware, software, and up-front capital costs.
Cloud-based call centers make this possible by essentially packaging these typical costs into a software-defined solution. The result is a more cost-effective way to expand to new geographic locations or simply add new features such as video, chat, or text. You can drive cost down even further by bringing your own existing resources such as broadband.
Handling the Unknown
Pinning down exactly what growth looks like for your organization can be a daunting task. Even more challenging? Forecasting the ebb and flow of customer communication as growth happens before your eyes. The painful reality is that you’ll never know with any certainty what traffic will look like tomorrow, next week or even next year.
Enterprise cloud solutions are your proverbial ace in the hole. They integrate seamlessly with your existing business applications so managing customer interactions becomes a much more efficient process. In addition, virtual teams and call centers can be provisioned anywhere in the world. Scaling then becomes a matter of when and where rather than what and how.
In the end, it really shouldn’t be surprising that a cloud-based solution would be a great answer to call center growth. The combination of consistent quality, affordability, and scalability make an appealing package. Regardless, if any of these issues have plagued your own customer interactions, the cloud may just hold the answer.
Interested in enterprise cloud solutions? This year, Vonage’s CEO Alan Masarek is speaking at Enterprise Connect. You can learn more here.
At first, the cloud may have seemed like a lot of hype and just another technology for enterprises to spend money on because “everyone else was doing it.” You know, like mobile, the internet, or social media. Of course, all three of these today are vital tools for enterprises to increase productivity, raise brand awareness, and better engage with customers. In fact, it’s hard to imagine a business surviving in the digital age without a website, Facebook page, or mobile app.
Though enterprise cloud solutions have also become indispensable to organizations seeking to be more agile while saving money, some businesses are still hesitant about moving to the cloud. After all, a cloud migration is a lot more complicated than building a website or even managing employee BYOD devices, right?
Not really. The truth is, moving IT processes, data storage, and communications systems to the cloud is much easier than many business decision-makers believe. Conversely, the longer a business waits to move to the cloud, the harder it is for it to compete in the digital economy. Businesses that still haven’t jumped on the cloud can put themselves at a competitive disadvantage. For example, enterprises with on-premises legacy phone systems and contact centers struggle to meet the requirements of digital-savvy employees and customers.
Enterprise workers today demand the ability to do their jobs from anywhere and using any device. They want the flexibility to remotely collaborate and communicate with colleagues from their homes, to join video conferences on their smartphones, and to access Salesforce on their laptops during a client meeting in the field.
The High Costs of Resisting the Cloud
Legacy communications systems simply can’t support these critical functions. The end result can be lower productivity, frustrated employees, and higher turnover. According to the Future Workforce Study 2016 from Dell and Intel, 42 percent of workers ages 18–34 are likely to leave a job because their employers provided substandard technology. That percentage is likely even higher among workers whose jobs require constant use of technology, such as call center agents.
Likewise, older, in-house communications platforms can’t scale to handle data and service requests from the growing number of mobile users who want real-time service and the luxury of communicating with customer support via phone, online chat, messaging, or any other digital channel.
However, cloud-based communications systems are flexible and scalable and allow enterprises to satisfy the productivity needs of a mobile, remote workforce, the scalability and cross-channel functionality of a busy contact center, and real-time service requests from mobile customers.
In addition to enabling a business to compete more effectively by leveraging the most advanced digital technologies, moving communications virtually to the cloud eliminates the need to replace expensive on-premises PBX equipment. The result can be an efficient transfer of capital expenses to operational expenses, or even an overal cost reduction.
Migration and Support Made Easy
Enterprise cloud solutions today are available to organizations of all sizes. The key is to partner with a provider with deep experience and roots in cloud technology to provide support throughout the process. A provider with an enterprise cloud backup service can store data in multiple geographic locations, enabling businesses to maximize uptime, even during and after disasters.
Moving to the cloud may appear daunting to some businesses, but even the most ardent cloud holdouts are beginning to realize that the alternative — falling hopelessly behind the competition — is somewhat more daunting. The right enterprise cloud solutions can lift any business that chooses the right partner.
Is your enterprise ready for the cloud? Contact a Vonage Business consultant today to get started.