The trend of on-premises contact centers moving to the cloud continues to gain traction heading into 2021. It’s now estimated that more than 50% of organizations will have moved their contact center solutions to the cloud by the end of 2021. If you’ve already moved to the cloud or are planning on it, it might be difficult to know if you’re getting all the benefits the cloud offers at a competitive price.
Avaya OneCloud has earned a reputation for helping organizations transform their business in the cloud. Not all cloud contact center solutions are equal. In this article, we’ll look at the top three considerations to keep in mind when moving to the cloud in 2021.
1. Make Sure to Leverage AI
The most competitive companies in the cloud are using artificial intelligence (AI) and machine learning to better serve customers. AI-based virtual agents get more sophisticated every day and are providing the customer with 24/7 service. When and if an interaction needs human involvement, the virtual agent simply routes the customer to the best-equipped agent-based on the information it has already gathered during the engagement.
2. Make Your Remote Employees Feel Like They’re in the Office
The COVID-19 pandemic has taught everybody a lot about what can be done remotely. Even as business doors re-open, a significant amount of employees will continue to work remotely. Businesses have now experienced the benefits of having contact center employees work from home. Many employees love the extra hours they get back each week by no longer having to commute to work. They’ve reported a better work/life balance and look forward to continuing to work remotely.
As the trend towards remote staff continues, your cloud vendor needs to create a hassle-free, in-office-like experience for your remote contact center staff. Employees need to have access to the same tools, expertise, content, and applications as they would in the office. With Avaya OneCloud CCaaS Workforce Management, remote staff can have all the tools needed to perform at the highest level no matter where they’re located and what device they’re using.
3. Future Proof Your Contact Center
The digital workplace is here to stay. Every year more and more employees will be given the freedom to work remotely. This means organizations have the task of keeping everyone inside and outside the contact center connected. Every employee needs the right tools to call, message, share files, and meet via video from any location at any time.
Combining Unified Communications as a Service (UCaaS) with a cloud-based contact center is the best way to future proof your contact center. Adding Communications Platform as a Service (CPaaS) capabilities simplifies your customer and employee experience. Because everything is in the cloud, you no longer need to invest in on-premise infrastructure that’s costly to install, maintain, and deal with the inevitability of becoming outdated. The only way to future-proof today’s businesses is by moving to the cloud.
Are You Moving to the Cloud in 2021?
Communications Solutions, Inc. has been the premier provider of telephony systems and support in Northeast Florida for 20+ years. We specialize in Avaya IP Office and can customize it to fit your business needs. If you want to get more familiar with what Avaya IP Office can do for you, Contact Us Today!