Cloud
computing has gained immense popularity in almost all the sectors and now it is
making an impact in call centers too. With such a pace through which the call
centers are adopting Cloud computing, the rate will accelerate in next 5 years
for sure. Also, they stated that there is some misunderstanding among the call
centers regarding cloud computing; there is a lack of control, security
concerns and high investments. Experts believe that cloud computing will grow
and capture major area of the call center market. The call centers are on a swing
due to lower cost.
The
ways in which the cloud computing technology has affected call centers are
below -
Pay-as-you-go
This
is one of the best benefits of Cloud computing technology - that is an ability
to pay for what you use and when you use the same. This applies to the call
center and allows them to reduce the amount invested on maintenance and up-gradation
of the conventional IT systems. This is also useful for off-site services,
which implies that people at managerial position have the power to access any
information, irrespective of the physical location.
Integration with Cloud
Based Services
Earlier
the companies need to buy the software and have to buy house coders to develop
new ones that are not only time consuming
but also expensive. In Cloud integration, there are multiple services like
social media tools like Twitter and Facebook cost efficient and need minimal
technical knowledge. Now many call centers have integrated the social
networking sites while providing an extra channel of communication.
At
the end, cloud computing technology has offered multiple opportunities to call
centers to improve and extend the capabilities.