According to a recent study, the cloud-based contact center market is projected to grow from $5,430.3 million in 2016 to $15,670.9 million by 2021, at a CAGR of 23.6%.
Customer experience is defined by the customer, for the customer, at each touch-point, each time – Esteban Kolsky, the founder and principal of thinkJar, a Customer Strategy consulting and think tank organization.
Cloud Contact Center –
It is a set of tools, applications and cloud-hosted services for large organizations which require manifold communication channels and analytics. It incorporates these communications channels into a single system so that agents can effortlessly communicate with the customers or clients and maintain a regular record of all communications, irrespective of the format. It gives supervisors access to high-level dashboards and detailed analytics, including data like average call duration, call waiting time and agent idle time so that supervisors can optimize their contact center.
Today, the cloud-based contact center market is swiftly maturing as businesses capitalize on its ability to integrate with Cloud based (CRM) and workforce optimization platforms.
Factors Responsible for its Growth
Deliver Valuable Efficiencies
Cloud Contact Center Solution typically allows for a faster and more flexible disposition. It is especially handy for managing seasonal staffing needs within a short notice. In a cloud scenario, it can be done with more predictable operational expenditures rather than hefty upfront capital investments.
It can also offer assistance with compliance management, simplifying an otherwise burdensome obligation and provide convenient remote and mobile access as well, enabling the business to deliver customer service from any location, by allowing the representatives to field inquiries from home, a remote office, or even while in transit.
The cloud-based solution offers streamlined administration which the organizations can focus on while developing an even better experience for the customers.
Enhance Brand Loyalty with Superior Service
In the current customer focused digital age, company culture and talent management are critical to the Cloud Contact Center (in Noida). After all, the customer interactions reflect directly on the company’s brand, either positively or negatively, which influences customer loyalty over the long term.
These centers can help businesses develop a culture of excellence, streamline the processes of training and supporting managers, and even retain valuable front-line agents who deliver an exceptional customer experience. It can also extend ROI through integrations with a wide range of business platforms.
Help Companies Improve the Customer Service
Cloud Contact Center Solution in Delhi NCR also help companies improve their customer service through powerful data insights. The Performance analytics facilitates the businesses to frequently optimize their services and the skills-based routing ensures customers reach the representatives that are most qualified to handle their issues. The Workforce optimization streamlines the agent scheduling and quality management, making the most of the contact center’s workflow. The CRM integration allows businesses to obtain a complete view of customers, which is essentially important for understanding them and delivering the required quality of services they seek.
Contact Centers are constantly evolving, because customer engagement is rated as one of the most significant factors needed for the success of a product or service. This is why the businesses are striving to perfect the customer care scenario every single day. To keep up with customer loyalty, companies are gradually turning to technology to deliver remarkable customer service.
In the future, modern technological developments are likely to have a positive impact on the various aspects of contact center operations and communication. The rise of voice recognition technologies, the popularity of the cloud, AI & machine learning will be the vital players. Thus, the Cloud Contact Centre Solutions would continue to serve, by partnering with the agents without getting replaced.