If you look back five, 10, even 20 years, most customer contact centers purchased their solutions from a set of prominent industry vendors.
These solutions were always on premises – that is, always with the hardware and software onsite at the contact center. This meant whenever a software update was required or it was time to scale a solution up or down, a manual onsite action was required.
This approach presented certain challenges.
For example. if the one person responsible for making the software updates was on vacation, the updates were delayed or never got made. What’s more, updates or scaling up of the solution – not to mention any problem-solving – usually required systems be shut down and rebooted. This is never an optimum business scenario, and one more prone to delays, errors, and unexpected costs.
It’s a whole different world for contact centers who move to cloud-based solutions
Moving to cloud-based contact center solutions enables automatic, timely updates, ready scalability, and a whole lot more.
It’s a whole different world for contact centers who move to cloud-based solutions. Here are some key reasons for making the move.
Today, many businesses contract out their call center operations to a service provider.
One such service provider had an on-premises solution that was end of life. The existing solution did not provide the needed flexibility, and moving to an upgraded or new on-premises solution would be costly. At the same time, the service provider greatly needed increased flexibility to meet requirements from its clients to scale quickly to accommodate seasonal demand and to grow quickly as they sought to bring on new clients.
The service provider chose to transition to a cloud-based AT&T contact center solution. As a result, it could adjust seats up and down as necessary to meet seasonal fluctuations. The company liked the affordability and flexibility of this OPEX model.
Once up and running via the cloud, the service provider was able to move quickly and get new customers up in 30 days.
When choosing a new cloud-based contact center solution, look for a partner who can efficiently connect people with the service and support they need. Reducing costs is always a factor. And so is the network powering the cloud-based solution.
You want to make sure you are contracting with a proven, world-class network provider. Also consider the advantages of contracting with one company for the cloud-based solution and the networking services (which also means one stop to problem resolutions).
To guide your transition to a cloud-based solution, contact center technology and consulting services can help efficiently connect your customers with service and support, reduce costs, and help your agents deliver an exceptional experience. AT&T contact-center architects, data scientists, and customer-experience analysts draw upon industry-leading expertise to help you:
AT&T consulting services leverage the company’s extensive experience in contact-center solutions, including:
Find out more about contact center solutions and services that can help transform your business and improve your customer’s journey.
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