Benefits of cloud contact center migrations from legacy call centers

Cloud contact centers are unified, cloud-delivered communications portals for agents to deliver customer service and support. As customers expect fast, personalized service and technology evolves, many organizations are evaluating the benefits of cloud contact center migration from legacy call centers.

Moving from on-premises solutions to a cloud-based virtual contact center approach can help improve customer experience, streamline operations, and control costs.

Call centers can perform the function of receiving consumer calls well, but full-fledged contact centers can add a multitude of additional tools and methods of communication to help you deliver excellent customer service.

While on-premises call centers, which often are built on legacy phone systems, have served their role in customer service, cloud contact centers are the future to adding value to your customer service chops.

Many call centers still rely on on-premises infrastructure. While these systems may have been state-of-the-art when first deployed, they come with several limitations that can hold back business growth.

Maintaining legacy systems often means managing expensive hardware, frequent software updates, and dedicated IT staff. Scaling operations requires significant investment in new equipment and physical space. These costs add up quickly, especially for businesses with seasonal spikes or rapid growth.

Alongside battling infrastructure challenges, on-premises call centers usually focus on voice calls and may struggle to support multiple channels or provide quick responses. This can lead to longer wait times, frustrating holds, and reduced customer satisfaction.

Integrating on-premises call centers with other business systems like Customer Relationship Management (CRM), analytics, or workforce management tools can also be challenging. These environments may not support remote or hybrid work, limiting access to talent and flexibility for agents.

The result of these challenges is more businesses are exploring alternatives that can keep up with changing needs.

A cloud contact center is a platform that enables businesses to manage customer interactions using internet-based software and infrastructure. Instead of relying on physical hardware at a single location, cloud contact centers use Contact Center as a Service (CCaaS) or Unified Communications as a Service (UCaaS) models to deliver voice, chat, email, and social media support from anywhere with an internet connection.

This approach brings together voice and collaboration channels, agent tools, and analytics in a unified, web-based interface. It also offers flexibility to scale up or down as business needs change, without the overhead of maintaining on-premises equipment. It also scales your operation to the level of a cloud contact center compared to a call-only framework.

Contact center vs. call center

Call centers typically focus on handling voice calls, with on-site call centers typically routing calls to specific staffed locations. Cloud contact centers, by contrast, support voice, chat, SMS/texting, and social media outreach to allow customers to communicate via their preferred channel.

Cloud platforms in contact centers also provide agents with integrated dashboards that include customer histories and Artificial Intelligence (AI)-driven recommendations to help them respond efficiently and effectively.

Cloud contact centers are also easier to scale than traditional call centers. With instant upscaling ability, they enable businesses to meet demand without the extensive up-front investment of a traditional call center.

Perhaps most importantly, cloud contact centers use flexible, scalable pricing models so businesses pay for what they use instead of requiring massive initial infrastructure investments on unproven call center metrics.

Alongside the easy ability to integrate subscription-based tools like CRM, workforce management, and consumer insight technologies, the cost of cloud contact centers grows as you do instead of emptying your wallet at startup.

These benefits center around the flexibility of cloud contact centers in comparison to traditional call centers. But there are a few steps for you to consider before pulling the trigger to reap the benefits.

Supporting a distributed workforce is a top priority for many organizations. Ensuring steady performance, effective coaching, regulatory compliance, and a positive customer experience are vital contact center metrics no matter where agents are based.

Cloud contact centers are designed for this reality, enabling teams to deliver reliable service whether working in the office or remotely.

Browser-based agent desktops

Cloud contact centers replace local installations with browser-based agent desktops. Agents simply log in from any device with an internet connection and get started. This approach offers several advantages for businesses.

Lower IT overhead occurs due to fewer installations and less troubleshooting, leading to your IT pros having more time to focus on strategic initiatives. Employees can also onboard faster due to being able to use a variety of familiar devices.

Once employees are onboarded and IT teams have set them up, device failures and outages are less impactful due to their ability to resume work from another location or device. Businesses have immediate access to a range of contact center solutions that can be applied instantly.

Since every agent uses the same tools and interfaces, training and stable performance are built-in features.

Unified agent workspaces

Hybrid agents often switch between remote and in-office work. Legacy systems make this transition challenging, as tools and access can vary by location. Cloud platforms offer unified workspaces: a single, browser-based interface that brings together all communication channels and customer data.

Key benefits of this model include seamless accessibility due to using the same interface and workflows no matter how or where agents log in. And by keeping that process simple, agents are freed up for steady productivity that stems from their consistent environment.

That also means your customers get the same level of support regardless of which agent they connect with via their chosen method.

Real-time coaching and visibility

Effective supervision is essential in any contact center. In the past, supervisors could offer immediate guidance by walking the floor. With hybrid work, that physical presence is limited. Cloud contact centers bridge this gap with real-time monitoring and in-platform alerts.

Agents have real-time access to team chats regardless of their location. And managers can utilize unified performance tracking measures and insights to help ensure their team stays on track. That means real-time access to handle times, customer satisfaction scores, and more.

AI-driven support

In traditional centers, agents often rely on supervisors for quick help. For remote staff, this safety net can be harder to access. Cloud contact centers use AI to provide real-time support and guidance, alerting supervisors if an agent may need help.

These AI tools can also help guide agents by suggesting proven responses and solutions to specific situations, leading to a more responsive agent and a happier customer. And this all happens live for the agent regardless of whether they are in-office or remote.

Distributed work no longer means disconnected teams. Cloud contact centers ensure that performance, oversight, and customer experience remain strong no matter where business happens. And that’s not all a cloud contact center can offer.

Moving from an on-site call center to the cloud or establishing a cloud contact center is a significant decision. Businesses should evaluate both the benefits and the challenges to ensure a smooth transition and to gain the benefits listed above.

A consumer-focused benefit of a cloud contact center over an on-premises call center is an improved customer experience. Consumers can reach your business on their preferred channel and receive faster, more personalized responses.

When focusing on improving your customer experience, the scalability of cloud-based systems we’ve discussed is paramount. Your contact center can be the exact size it needs to be to fulfill customer service needs while remaining affordable.

To further capitalize on the customer service gains, cloud contact centers provide you with more data about your callers than traditional call centers. Customer analytics and reporting can inform your inventory, business model, site usage, and more.

With this data, both you and your agents can make real-time decisions in concert with AI to best improve your customer experience.

A structured plan helps businesses migrate to the cloud with confidence. Here are important steps to consider:

With a clear plan, businesses can make the most of the opportunities cloud contact centers offer. And through a combination of this careful plan and working with the right partner, the frustrations surrounding traditional call center inefficiencies can become a thing of the past.

Migrating from an on-premises call center to a cloud contact center is a strategic move that can improve customer experience, reduce costs, and support business growth. Cloud contact centers allow organizations to respond quickly, offer more ways to connect, and provide actionable insights into customer needs.

While the transition requires planning, the long-term advantages can drive meaningful improvements in service and efficiency.

You have options for deploying a cloud contact center for your business. Learn more about AT&T Contact Center (CCaaS) and discover how a flexible, reliable cloud solution can help your business deliver better customer service and support future growth. To connect with an expert who knows business, contact your AT&T Business representative.

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