Solving the Top 10 Call Center Challenges for SMBs

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Overview

Did you know that 34% of SMB contact centers are currently deployed in the cloud?

Resource and capital constraints can make it tough for small-to-midsized businesses (SMBs) to monitor and manage contact center operations effectively. This includes the ability to orchestrate a host of activities, ranging from managing at-home and premise-based agents to blending inbound and outbound communications seamlessly.

A premise-based contact center can be an extremely expensive endeavor for SMBs to take on. Under a premise model, companies typically have to shell out a one-time investment in software along with annual software maintenance costs, along with the servers and peripheral hardware to support them. A cloud-based delivery model offers SMBs a more efficient, cost-effective, and customerfocused approach to delivering personalized and timely service.

Using a cloud platform, all of the systems used in the contact center, including channel support applications, ACD, IVR, and other technologies are integrated together under a single hood. This makes it much easier and efficient for agents to find information and respond to customers quickly and intelligently. Meanwhile, with a cloud contact center, companies don’t have to commit to a hefty amount of capital expenditures. Instead, companies typically pay a monthly fee while freeing up cash for other business initiatives.

Scalability is Key

SMBs are often on a fast-track for growth, requiring them to have a contact center that can accommodate scalability. A cloud model allows companies to scale up and down with agents as demand dictates. This enables organizations to pay only for the agent seats that are being used. “When companies purchase the software, they have to pay for each user, even if the software is no longer being used,” says Jessica Smith, Product Marketing Manager at inContact. “With the cloud, companies can quickly add or remove agent seats as needed, providing them with a more productive use of their investment.”

The flexibility of a cloud-based delivery model provides companies with greater agility to access customer information from across their omnichannel support systems as well as CRM and other systems. This level of flexibility enables agents to access customer and other required information from a single screen.