In a world where you can grab your phone, order groceries, and have them delivered to your door in under two hours, customer experience expectations have changed for every business. What’s more, the cloud based contact center market has changed the way companies connect with their customers, offering flexibility and scalability, paired with a dash of innovation that traditional setups have only dreamed of.
Imagine your team, unburdened by outdated hardware, seamlessly handling inquiries from anywhere in the world, backed by real-time data and analytics. It’s not just a technological upgrade; it’s a paradigm shift in customer engagement. And it’s a shift that’s taking hold everywhere.
According to Grand View Research, the global cloud based contact center market is expected to grow at a 23.9% rate from 2023 to 2030. This shows more companies are investing in the latest and greatest tech to streamline processes and improve customer experiences in their centers.
More surprisingly, though, is that SMBs are leading the growth. Why? Well, most centers are looking for ways to cut inefficiencies and reduce waste. And one of the best ways to do that is to invest in innovative new technologies that streamline agent processes while offering customers the experiences they expect.
6 Reasons SMBs are Moving to the Cloud
1. Remote Work Capabilities
Your team wants to work somewhere other than the cubicle next to you. But don’t take offense to that! It’s not you, rather, it’s an entire cultural shift that’s taken hold post-pandemic.
A report from Forbes found that 12.7% of full-time employees worked from home in 2023. And an additional 28.2% follow a hybrid work model. But while most of the workforce is in-person right now, 98% of workers want to work remotely. The flexibility offered by cloud contact centers let small businesses reach a wider pool of candidates.
2. Easy Deployment
Because the software is in the cloud, there’s no hardware. This means SMBs can get up and running fast. In fact, most contact centers can be operational in less than a month. (For instance, our team has a 17-day average implementation schedule.)
3. Future-Proof Business Continuity
Cloud based contact center software gives your agents secure access to the platform, regardless of the location or the device. Natural disasters, inclement weather, or wild fire drills don’t impact your technology because it’s based in the cloud. What’s more, you can reconfigure your center in an instant if an emergency arises so agents can seamlessly continue working from a different location.
4. Hassle-Free Maintenance
On-prem solutions are complex. They need to be updated and maintained regularly to avoid disruptions. And, they often involve having an IT resource solely dedicated to maintaining the technology. Cloud based contact centers are simple. Most features and functionalities are included in the subscription. Plus, system updates and routine maintenance are handled in the background, reducing strain on IT departments.
5. Greater Scalability
Cloud based contact centers are available anywhere there’s an Internet connection. This on-demand nature means SMBs can scale up or down in an instant to fit changing business needs. You can move seats. And you can add or remove licenses to meet growth demands or seasonality.
6. Cost Savings
Small businesses are fiscally savvy. And the cost savings with cloud based technology is significant. The tech simply doesn’t have the same overhead as an on-prem solution, saving you in facilities and FTE costs.
The cloud based contact center market is a game-changer for SMBs looking to streamline their operations while also boosting their customer experience. Cloud contact center technology helps SMBs deliver a seamless omnichannel experience that is on par with larger competitors.
This article originally published on February 28, 2020. it was then revised on June 27, 2024.
