A Cloud Contact Center is a comprehensive suite of tools, applications, and cloud-hosted services for contact centers that require multiple communications channels, sophisticated call routing, agent management, and analytics. Many call centers are running their operations on old technology that cannot keep up with the way modern businesses now operate. A cloud-based contact center is a desirable alternative compared to an on-premise call center as it uses the latest communication technology and is also cost-effective.
Cloud-based call centers offer many benefits to businesses and help them continuously exceed the expectations of their customers. It is not easy for on-premise call centers to add new channels quickly or easily update their phone menu.
Efficient communications APIs have helped cloud contact centers evolve as building a cloud-based contact center using readily available APIs is now easier and faster than before.
There are many benefits of shifting from on-premise to cloud contact centers. These advantages are the reason why many call centers have either shifted to the cloud or are thinking about it. We have discussed the major benefits of shifting from on-premise to cloud contact centers below.
The cloud contact center solution helps the call center to improve the customer experience significantly. This is the most critical metric for any business, all the more for a call center as its whole business depends on whether it can provide a good customer experience.
When modern-day customers reach out to a call center via any channel, they expect tech support. If the customers get stuck in a never-ending IVR menu, they will surely stop doing business with the brand. According to a survey, after a poor communication experience with the call center, 4 out of 10 customers will switch to a competitor or stop doing business with the organization. Furthermore, 2 out of 3 customers would recommend their friends not to do business with the company.
No call center would like to create a bad experience for its customers on purpose. The thing is that old on-premise call centers are unable to change swiftly according to the customers’ needs. On the other hand, cloud-based contact centers can help a call center provide top-notch customer service as it anticipates the needs of the customers in advance and changes accordingly.
A cloud contact center can gather data about the customers from multiple sources and provide a tailored and personalized experience to every customer every time.
In the fast-paced technological world, naturally, a business needs to change drastically over time. With an on-premise call center, this is very difficult as the call center would have to re-invest in procuring better hardware that can handle the customers’ increased needs.
A cloud-based contact center can help achieve easy scalability as it allows the call center to scale up or down depending on its needs. Using a cloud contact center, a call center can easily cater to the changing demands of the customers like in-app chat or video calling.
Furthermore, a cloud-based contact center provides greater control over the customer experience and helps the call center surge ahead of its competition. With a cloud contact center application, the call center does not need to worry about capacity and hardware addition as a cloud contact center handles these things in real-time.
Continue reading: Cloud contact centers- why are cloud-based systems necessary?
A multi-cloud approach is nothing but leveraging two or more cloud platforms for meeting the various business requirements of an enterprise. The multi-cloud IT environment incorporates different clouds from multiple vendors and negates the dependence on a single public cloud service provider. Thus enterprises can choose specific services from multiple public clouds and reap the benefits of each.
Given its affordability and agility, most enterprises opt for a multi-cloud approach in cloud computing now. A 2018 survey on the public cloud services market points out that 81% of the respondents use services from two or more providers. Subsequently, the cloud computing services market has reported incredible growth in recent times. The worldwide public cloud services market is all set to reach $500 billion in the next four years, according to IDC.
By choosing multi-cloud solutions strategically, enterprises can optimize the benefits of cloud computing and aim for some key competitive advantages. They can avoid the lengthy and cumbersome processes involved in buying, installing and testing high-priced systems. The IaaS and PaaS solutions have become a windfall for the enterprise’s budget as it does not incur huge up-front capital expenditure.
However, cost optimization is still a challenge while facilitating a multi-cloud environment and a large number of enterprises end up overpaying with or without realizing it. The below-mentioned tips would help you ensure the money is spent wisely on cloud computing services.
Most organizations tend to get wrong with simple things which turn out to be the root cause for needless spending and resource wastage. The first step to cost optimization in your cloud strategy is to identify underutilized resources that you have been paying for.
Enterprises often continue to pay for resources that have been purchased earlier but are no longer useful. Identifying such unused and unattached resources and deactivating it on a regular basis brings you one step closer to cost optimization. If needed, you can deploy automated cloud management tools that are largely helpful in providing the analytics needed to optimize the cloud spending and cut costs on an ongoing basis.
Another key cost optimization strategy is to identify the idle computing instances and consolidate them into fewer instances. An idle computing instance may require a CPU utilization level of 1-5%, but you may be billed by the service provider for 100% for the same instance.
Every enterprise will have such non-production instances that constitute unnecessary storage space and lead to overpaying. Re-evaluating your resource allocations regularly and removing unnecessary storage may help you save money significantly. Resource allocation is not only a matter of CPU and memory but also it is linked to the storage, network, and various other factors.
The key to efficient cost reduction in cloud computing technology lies in proactive monitoring. A comprehensive view of the cloud usage helps enterprises to monitor and minimize unnecessary spending. You can make use of various mechanisms for monitoring computing demand.
For instance, you can use a heatmap to understand the highs and lows in computing visually. This heat map indicates the start and stop times which in turn lead to reduced costs. You can also deploy automated tools that help organizations to schedule instances to start and stop. By following a heatmap, you can understand whether it is safe to shut down servers on holidays or weekends.
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The moving of applications, databases and other business elements from the local server to the cloud server called cloud migration. This article will deal with migration techniques, requirement and the benefits of cloud migration.
In simple terms, moving from local to the public cloud server is called cloud migration. Gartner says 17.5% revenue growth as promised in cloud migration and also has a forecast for 2022 as shown in the following image.
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Handle all your business needs with one powerful ERP solution. ERP helps you streamline routine operational tasks, cutting costs and valuable time.
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A Cloud Contact Center is usually a central point of contact hosted on Cloud Servers which handles all the incoming and outgoing communications with the customer. These can be accessed virtually from anywhere around the globe and can handle communications through different channels including but not limited to Voice calls, Emails, Social Media, Web Forms, etc.
According to a report by Statista, India alone has around 29% Social Media penetration and is expected to increase in the upcoming years. Due to this increased usage of digital media, it becomes very important for businesses to align with the preferred choice of communication channels of their customers. While large organizations may come across several hurdles while handling multiple communication channels at the same time, Cloud Contact Centers can prove to be a one-stop solution to manage them all at a single point and virtually accessible from any part of the world.
Some of the most common problems faced by organizations adopting the traditional communication channels to interact with their customers include –
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In SSMS, we many of may noticed System Databases under the Database Folder. But how many of us knows its purpose?. In this article lets discuss about the System Databases in SQL Server.
Fig. 1 System Databases
There are five system databases, these databases are created while installing SQL Server.
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