Over the past 12 months TNC has seen many of its customers start to consider migrating from a traditional telco or on-premise Contact Centre solution in favour of a Contact Centre as a Service (CCaaS) solution believing that this could dynamically scale to support increased call volumes and deliver new customer engagement channels and capabilities.
Although many telco and traditional contact centre vendors are scrambling to innovate, there is an increasing perception that their approaches often lack the innovation, agility and scalability that are required to meet customers’ contact centre-specific requirements. Despite their best efforts, they have become and are likely to remain challenged by the CCaaS providers due to their inability to adapt to shifting market conditions, and customer demands.
Given this, the transition is well underway by many businesses to adopt a cloud-based contact centre as-a-service model.
Cloud-based contact platforms appear to offer many benefits for contact centres:
- Scalability through dynamic capacity: The cloud-based nature of the platform enables seamless scalability in line with business demands. This allows the business to manage its peaks and troughs far more cost effectively.
- Omni-channel capabilities: Enabling new customer contact channels is far easier and more cost effective as new functionality can be subscribed to and switched on instantaneously. For example, integration to engage on social platforms could be switched on to test the effectiveness and customer satisfaction without having to procure and deploy expensive on-premise infrastructure and licencing.
- Flexibility and control: Today's contact centres often have geographically-dispersed offices and customer service personnel. Because CCaaS doesn't require any on-premise infrastructure, cloud-based solutions offer greater flexibility to deploy new contact centres without large upfront capital expenditures.
- Innovation and Agility: Organisations are drawn to the agility that cloud-based platforms offer, allowing them to take advantage of continued innovation - at lower cost - to better align with dynamic customer expectations and demands.