How to adopt the right Cloud Contact Center Solution for your business

Terms of use

Terms of Use

The use of this site and the content contained therein is governed by the Terms of Use. When you use this site you acknowledge that you have read the Terms of Use and that you accept and will be bound by the terms hereof and such terms as may be modified from time to time.

All text, graphics, audio, design and other works on the site are the copyrighted works of nasscom unless otherwise indicated. All rights reserved.
Content on the site is for personal use only and may be downloaded provided the material is kept intact and there is no violation of the copyrights, trademarks, and other proprietary rights. Any alteration of the material or use of the material contained in the site for any other purpose is a violation of the copyright of nasscom and / or its affiliates or associates or of its third-party information providers. This material cannot be copied, reproduced, republished, uploaded, posted, transmitted or distributed in any way for non-personal use without obtaining the prior permission from nasscom.
The nasscom Members login is for the reference of only registered nasscom Member Companies.
nasscom reserves the right to modify the terms of use of any service without any liability. nasscom reserves the right to take all measures necessary to prevent access to any service or termination of service if the terms of use are not complied with or are contravened or there is any violation of copyright, trademark or other proprietary right.
From time to time nasscom may supplement these terms of use with additional terms pertaining to specific content (additional terms). Such additional terms are hereby incorporated by reference into these Terms of Use.

Disclaimer

The Company information provided on the nasscom web site is as per data collected by companies. nasscom is not liable on the authenticity of such data.
nasscom has exercised due diligence in checking the correctness and authenticity of the information contained in the site, but nasscom or any of its affiliates or associates or employees shall not be in any way responsible for any loss or damage that may arise to any person from any inadvertent error in the information contained in this site. The information from or through this site is provided "as is" and all warranties express or implied of any kind, regarding any matter pertaining to any service or channel, including without limitation the implied warranties of merchantability, fitness for a particular purpose, and non-infringement are disclaimed. nasscom and its affiliates and associates shall not be liable, at any time, for any failure of performance, error, omission, interruption, deletion, defect, delay in operation or transmission, computer virus, communications line failure, theft or destruction or unauthorised access to, alteration of, or use of information contained on the site. No representations, warranties or guarantees whatsoever are made as to the accuracy, adequacy, reliability, completeness, suitability or applicability of the information to a particular situation.
nasscom or its affiliates or associates or its employees do not provide any judgments or warranty in respect of the authenticity or correctness of the content of other services or sites to which links are provided. A link to another service or site is not an endorsement of any products or services on such site or the site.
The content provided is for information purposes alone and does not substitute for specific advice whether investment, legal, taxation or otherwise. nasscom disclaims all liability for damages caused by use of content on the site.
All responsibility and liability for any damages caused by downloading of any data is disclaimed.
nasscom reserves the right to modify, suspend / cancel, or discontinue any or all sections, or service at any time without notice.

For any grievances under the Information Technology Act 2000, please get in touch with Grievance Officer, Mr. Anirban Mandal at data-query@nasscom.in.

New

See all

No notification found.

How to adopt the right Cloud Contact Center Solution for your business

Servion Global

@servionglobal

January 10, 2022

Cloud Computing

314

The proliferation of cloud software, changing customer behaviors and expectations, and the pressures of the global health crisis are driving explosive growth in cloud contact center services. But moving your on-premises contact center to the cloud is one of the most significant technology shifts your business will face. In an industry flooded with options, how can you choose the right solution to meet your organization’s specific needs?

There are several categories of business requirements that will influence your choice. When meeting with vendors, come prepared with answers to the following questions:

What kind of compliance measures must you meet?

Consider general compliance requirements that most states in the U.S. have, such as getting consent from both parties (customer and agent) to record communications. While call recording laws vary by state, your cloud contact center solution should make it easy to abide by any. Other compliance laws include the payment card industry data security standard (PCI-DSS) and the Healthcare Insurance Portability and Accountability Act (HIPAA), both which require the safeguarding of customer data. The right cloud contact center solution must adhere to a range of data security requirements, which you can learn more about with this checklist we created.

Do you have a “sweet spot” for number of seats?

A cloud-based contact center will provide ideal experiences depending on the number of users on the platform. Some vendors are most focused and comfortable in the 50-100 seats range, while others target larger seat counts up to thousands of agents. These ranges are important to consider as they relate to the size of your organization, your projected growth, and if you have any seasonal fluctuation in use. If you have seasonal highs and lows in call volume, you’ll want a solution that can adjust to those seat-scaling requirements at a reasonable price point (which is where the benefits of a flexible consumption-based pricing model come into play). Even outside of seasonal spikes, you’ll want to ensure you can flexibly scale and shrink as needed (consider the effects of the pandemic, where customer service teams of all types were inundated by calls for months on end).

Do you have a robust IT team?

Consider the size and proficiency of your technology team. If you don’t have sizable IT help, you’ll want a cloud contact center solution that prioritizes ease-of-installation and maintenance. Or, you might want to consider the benefits of a managed contact center solution. A Managed Service Provider (MSP) handles everything from routine user management and changes to platform monitoring and upkeep to application and business rules management, typically at a lower and more predictable cost while helping your IT team refocus on core business-related activities for your organization.

Do you need omnichannel capabilities?

In short: YES. Your customers shouldn’t have to resort to a phone call because your organization doesn’t offer seamless digital engagement. You have to make it easy for customers to contact your organization across all communication channels (voice, chat, email, SMS, social media, self-service) and devices (mobile phone, tablet, desktop) without confusion or complexity. Your cloud contact center solution should be designed to enhance customer loyalty by creating easy, fully integrated interactions across every channel and device.

What kind of app integrations would suit you?

Your cloud contact center solution must seamlessly integrate with your current CRM, ERP, and other systems. Integrating with your CRM, for instance, will help your employees better serve customers by providing an “at a glance” view of a contact when an incoming call is initiated, seamlessly log voice and digital interactions, automatically add notes and update customer history into the CRM, and more.

You’ll also want to consider the value of integrating communication application programming interfaces (APIs) via Communication Platform-as-a-Service (CPaaS). CPaaS is a cloud contact center amplifier, enabling you to easily develop custom apps that take customer experience to exciting new levels. Some of today’s leading cloud contact center vendors also offer seamless CPaaS solutions. If you’re not ready for CPaaS right now, chances are you’ll want to be in the future (by 2023, Gartner predicts that 90% of global enterprises will leverage API-enabled CPaaS offerings to enhance their digital competitiveness - up from 20% in 2020).

#cloud cloud contact centre

Disclaimer

That the contents of third-party articles/blogs published here on the website, and the interpretation of all information in the article/blogs such as data, maps, numbers, opinions etc. displayed in the article/blogs and views or the opinions expressed within the content are solely of the author's; and do not reflect the opinions and beliefs of NASSCOM or its affiliates in any manner. NASSCOM does not take any liability w.r.t. content in any manner and will not be liable in any manner whatsoever for any kind of liability arising out of any act, error or omission. The contents of third-party article/blogs published, are provided solely as convenience; and the presence of these articles/blogs should not, under any circumstances, be considered as an endorsement of the contents by NASSCOM in any manner; and if you chose to access these articles/blogs , you do so at your own risk.

Servion Global

For more than 25 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers complete solutions for businesses to innovate in providing digital experiences using the best available technologies while maximizing their existing investments.