Cloud telephony has fully emerged and remains to be quite a hot commodity. The basis for most companies switching from traditional telephony systems to cloud services is to cut costs. Although cloud telephony does help constrain costs for a call center, it does more than that— it can also help increase a business’ innovation.
A recent study, conducted by the London School of Economics and Political Science, suggests that lower costs, setup and reoccurring costs, are no longer the sole reason for converting to a cloud-operating call center. In fact, the study found that call centers using cloud telephony are presented with the opportunity to be more innovative and experimental within their call center environment. Being that a call center is complex and constantly evolving, they are often hard to sustain. When operating under traditional telephony hardware, it becomes difficult to keep up with the latest innovations. Bulky, expensive hardware hinders businesses from updating their equipment as frequently as upgrades or innovations are released into the market. With cloud services, however, the process of experimentation and prototyping with new telephony innovations is simpler and more cost effective. As one each component of telephony relies on another, the flexibility that cloud services provide to this integrated system are unparalleled.
Traditional IT models are more expensive to sustain, not to mention create a delay in the entire process. Cloud service s do not require half of the things traditional telephony does, rather any changes that need to be applied can be done more easily, rapidly, and cost-consciously, not to mention eliminate great risk.
Researchers also found that when introducing cloud telephony to your company’s call center, customer service representatives are able to think more creatively and customize solutions to tailor-fit the needs of their customers. Furthermore, agents can be more receptive to the industry changes, allowing them to bounce back without difficulty. Cloud services have contributed tremendously to call centers all over the world, changing how IT personnel, call center management, and call center representatives conduct business and manage relationships with prospective and existing customers.
