5 Reasons to Migrate Your Contact Centre to the Cloud

Contact centres are experiencing a stage of migration to the Cloud environment, which allows for different advantages. From taking advantage of the benefits of artificial intelligence, to improving long-term return on investment.

Thanks to the rise of teleworking. Both employees and customers have changed in their remote relationship with the company in a way that has boosted the use of the online channel as the main means of communication.

Despite this, and given that there are still many users who allow contact via telephone, the search for a balance between both communication channels continues to boost contact centres. This need is worth the point reached by the solutions provided by artificial intelligence and cloud tools, so that, in a paradigm of service conversion, the contact centre has also become a service under the Contact Centre as a Service (CCaaS) model.

Reasons for migration to the cloud for contact centres

Thus, for many companies, the question is no longer so much whether to make the transition to CCaaS but when to do it, according to the study “The Hyper Personalisation of Customer Service” by experts from ICEMD, ESIC’s Innovation Institute, in which they detail the most important reasons why this migration is taking place, which are as follows:

• Increased operational agility by allowing greater fluidity of operations.
• Reduced operational and technological costs, lowering expenses.
• Ability to focus on servicing customers by reducing infrastructure management
• Lower Total Cost of Ownership (TCO) of the infrastructure
• Increased long-term return on investment through scalability