How Moving to the Cloud Can Reduce Contact Centre Costs


A picture of clouds and a paper airplane

João Safara of Talkdesk discusses how moving your contact centre to the cloud can help reduce costs.

With the rapid shift to the new normal of working remotely, organizations across the globe are struggling to find the appropriate infrastructure and strategy to keep operations up and running, while ensuring the safety and health of employees.

For many, this is more than just a shift in routine. The pandemic represents a challenge for business survival as some industries like travel and hospitality see a concerning decrease in demand, while many organizations struggle to keep up with high call volumes and effectively serve their customers.

The cloud provides companies with a unique opportunity to thrive under these challenging circumstances.

It’s Affordable to Get Started

On-premise contact centre solutions are usually expensive, complicated to set up and often require regular and costly updates.

On the other hand, cloud solutions do not require a heavy entry fee, making the outset stage of the process much easier, cheaper and smoother.

Even for companies that aren’t ready to fully embrace the cloud yet, a flexible deployment option  can be used to augment existing infrastructure.

For example, most modern cloud systems will allow you to move your agents to the cloud in a risk-free deployment that protects your legacy automatic call distributor (ACD) investments.

Optimize and Extend Your Call Centre Tech Stack

On-premises technology can be rigid and inflexible, often requiring a significant investment every time you need to update or replace it to meet new business demands.

On the other hand, cloud solutions let you take advantage of diverse deployment models and seamlessly integrate with other cloud applications, so you can more easily adapt and optimize your customer service operations.

Cloud contact centre solutions are designed to make that process even easier, with most offering a curated ecosystem of out-of-the-box integrations and value-add services that customers can try risk-free.

Save on Installation and Maintenance Costs

With on-premises systems, implementations and upgrades represent a substantial capital expense, and many providers require lengthy maintenance contracts.

A headshot of João Safara

João Safara

With cloud solutions, all you need is a laptop or mobile device and a headset for agents to be up and running in no time.

Having an intuitive and easy-to-use architecture that can be configured using  “clicks, not code” effectively removes the complexity from deploying, administering and using your contact centre platform.

This blog post has been re-published by kind permission of Talkdesk – View the original post

To find out more about Talkdesk, visit their website.

Published On: 18th May 2020 - Last modified: 19th May 2020
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