Over the past 20 years, cloud computing has exploded in popularity. The convenience of remotely-hosted software for consumers has led to the demand for platforms like Dropbox, Google Apps, and DocuSign.
These are all examples of software as a service (SaaS). Dropbox is pure storage and backups, where Google apps provide word processing and spreadsheets, among other things. These products appeal to consumers, but what about SaaS for business applications?
The Benefits of a Cloud-Based Contact Center Solution
Call center software, once run off of large, on-premise systems, now runs in the cloud as well. Whether you own a small business with one person on the phone or your employ a massive sales force, cloud-based dialers simplify the process of running a call center.
Minimal Resources Required
Since the software is hosted remotely by the provider, the contact center requires very few resources to begin functioning. Usually, the only pieces of hardware you need are a desktop computer with Internet access and a USB headset.
This simplicity makes SaaS an affordable option for startup call centers or small businesses who need to keep their initial costs low. Frequently, companies already have access to the hardware they need; the only price is the monthly subscription cost for the software.
Managed and Supported By the Provider
The responsibility for maintenance of SaaS systems lies with the software provider. That often reduces the need for a dedicated IT department.
Usually, the software provider offers customer support to help walk you through at least your initial use of the software. Many times they help troubleshoot and provide guidance when you have difficulties. Since they handle everything remotely, you can minimize costs on the need for an always on-site IT department.
Real-Time Updates
In the age of buying software on a disk, you would wait until the new disk hit stores to install your upgrades. With cloud-based solutions, software developers can push out updates immediately. Even more, these updates often happen in the background without the need to take action.
Since you and your agents log in remotely to an often web-based platform, the changes go live immediately. Developers are able to find and fix bugs as they are detected and push them to you. That means less waiting around a software update, new feature, or support.
Access From Anywhere
While dialing out of the office isn’t usually an option, using cloud-based software allows you to access call logs, recordings, and reports remotely. Regardless of whether it’s a laptop, tablet, or cell phone, agents can access call data from any device with an Internet connection.
This freedom is particularly useful for supervisors who need to keep an eye on agents during their off hours. Even if you’re out for lunch or on a business trip, the productivity of your cloud-based call center is always within an arm’s reach.
Making the Switch to a SaaS Call Center Solution
If you’re still running an on-premise system, transferring your contact center to the cloud will revolutionize the way you handle your dialing and management. Switching to a cloud dialer is simple to implement once you’ve removed the clunky systems of the past.
Cloud-based dialers, like that at CallTools.com, offer third-party integrations so your current CRM transfers with you. Push new information directly into your existing CRM and don’t skip out on anything you built up previously.
Telephony continues to head in the direction of cloud call center software. Whether you make the adjustment now or begin the initial stages of looking into switching, using a cloud dialer will make all the difference in your call center.
