Cloud contact centre solutions: CIO checklist

Interactive Intelligence makes a case for the cloud call centre

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Cloud contact centre solutions: CIO checklist Shaheen Haque, territory manager, Middle East & Turkey at Interactive Intelligence.
By  Shaheen Haque Published  April 16, 2013

The growing popularity of social and mobile channels is driving a paradigm shift in customer communications. Companies are now faced with an imminent contact centre revolution and support professionals are gearing up to engage with customers though social media, blogs, community forums and mobile apps.

The tech savvy next-generation customer uses a myriad of devices and expects that each of these can be utilised as a powerful tool for support. The contact centre playing field has been dramatically altered by the extensive use of mobile devices which have now overtaken the telephone and PC as the preferred means of communication. Customers now demand round-the-clock support and are increasingly voicing their opinions and requests through social media channels.

Adapting to these changes and offering support through new channels can lead to more efficient engagement, a holistic overview of customer requirements and most importantly, happier customers! Unfortunately, companies often fail to act due to outdated policies for customer support, a culture that is resistant to change, budget restrictions that limit new spending and lack of insight into customer comments and opinions. Additionally, many companies in the region have built their contact centres upon ageing hardware and software solutions. Because they are yet to extract the desired return on investment on these systems, they are stuck with legacy systems that inhibit their ability to dynamically respond to market changes and customer demands.

Even if budgets do permit, accommodating changes through the deployment of disparate premise-based point solutions creates an IT management nightmare and subjects IT teams to the worries of never-ending product upgrade cycles. The time spent on the deployment and maintenance of these solutions would be far better invested in efforts that actually drive business.

The need for flexibility and scalability and the ability to rapidly respond to changes in market demands, make a compelling case for cloud-based contact centre deployments. Cloud solutions enable companies to offer a greater degree of flexibility and, if implemented through the right vendor, can even translate to significant reductions in the cost of operations. These cloud customer support solutions now represent a fast-growing market segment in the Middle East and support a dynamic market environment to drive real business value.

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