GoResponse Telephone Answering Service Staff

Cloud computing to become essential contact centre tool

It has been suggested that call centres must adopt cloud computing technology if they are to embrace the future of their industry.  For many telephone answering services, web-based tools will soon create a new benchmark for managing omni-channels, making it essential for the resource to be utilised.

The view regarding the importance of cloud computing has come from the global consulting director of Dimension Data, Paul Scott.  He believes that it is not wise to implement the cheapest multi-channel solutions because at the rate networks are growing, technology will not be able to cope.  Instead, he suggests that call centres turn to cloud computing tools.

In new data, it was found that just 19.6% of companies believe their current multichannel routing system will not be able to cope with future growth.  “Cloud based solutions could be the game changer and offer alternative purchasing options to IT solution design.  The research reveals that 65% of organisations already using hosted or cloud-based technology solutions agree that this has provided access to new and enhanced functionality.  Cloud was reported by 64.8% of the survey participants as having improved flexibility; and 77.6% agreed that it’s helped reduce cost-to-serve,” Mr Scott revealed.

For call centres that are ready to adopt multi-channel management programs, it is a good idea to look to the future and develop a plan that is scalable.  Utilising cloud technology could be ideal for this, setting companies apart from their competitors in the coming years.

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