Why the future of the contact centre lies in the cloud
![Unified Communications](/rails/active_storage/representations/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBeHVGRGc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--8d2d155826eb0f9fe23776acf73ed8646a805b6d/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaDdCem9MWm05eWJXRjBTU0lJYW5CbkJqb0dSVlE2QzNKbGMybDZaVWtpRFRjMU1IZzBOVEJlQmpzR1ZBPT0iLCJleHAiOm51bGwsInB1ciI6InZhcmlhdGlvbiJ9fQ==--9a8cb233bbd899661209fac1218cb930366c2398/equipment_2892575_1920.jpg)
Contact centres have always been a revenue driver for the channel. It’s one of the many markets that enjoys continuous growth. After all, more than 4% of the UK’s working population is employed at contact centres, and that number just increases year-on-year. As well as being a growth market, it’s also a market that is undergoing huge digital transformation.
It was over three years that analyst agency Forrester issued a report named ‘Contact centres must go digital or die,’ which outlined that firms' technology and staffing plans are not keeping up with consumer demand for digital customer services.
In order to satisfy the rising demand for support, contact centres and call centres must be able to scale rapidly, even as they develop new competencies. New digital channels and touchpoints are quickly emerging, changing the way consumers interact with brands. Multichannel, big data and the integration of the Internet of Things (IoT) also pose new requirements to the visibility of customer-related data.
The fact is that customer experience is paramount in order to stay competitive. So, put simply, for contact centres it’s a clear-cut situation; ‘go digital’ or face huge customer churn. With these market factors in full force, cloud adoption isn’t just an option, it’s a necessity to enable multichannel functionality and a future-proofed business. Customers want and expect a brand to have omnichannel communications capabilities. A traditional voice contact centre just doesn’t cut it anymore.
The most straightforward route toward digital excellence points directly to cloud technology. Modern customer communication services require solutions that are capable of integrating all communications processes into a singular platform, whilst at the same time being adaptable to changing demands.
As technology advances, businesses are realising that only cloud services offer the agility they need in order to adapt, with speed, to new clients, channels and requirements. Therefore there’s an increasing demand for contact centre services from the cloud. With time and cost pressures rising, contact centres are challenged to fulfil increasing customer demands and deliver even more business value in less time, and cloud platforms enable them to meet these ambitious goals.
The customer relationship management (CRM) sector also represents the largest segment in migration from traditional hardware or software products to cloud technology. As a result, it should come as no surprise that the contact centre industry is now following the lead, turning their backs on the obsolete infrastructure of on-premise systems in favour of modern, flexible, hosted technologies.
The future lies in omnichannel communication
The essential drivers for that trend are reduction of IT investment, operation and maintenance costs, as well as adaptability to perpetually changing market situations, maximum scalability and seamless integration with CRM applications. Furthermore, integration with cloud services is extremely straightforward, even more so when the contact centre and telephony systems are based on the same platform.
The scope for the channel this year, when it comes to contact centre market, cannot be understated. We may all be pushing different kinds of technology, but we are also consumers at the end of the day.
Just think about how you engage with a brand and what communications channels you expect? It’s certainly beyond voice, and we expect web chat and social media channels at a minimum. But looking even further ahead there are definitely opportunities with artificial intelligence (AI); contact centres must automate where possible to save costs, so it stands to reason the sector will also be a trailblazer for new voice recognition technologies.
The revenue opportunities are huge. Last year the UK Contact Centre Forum unveiled its latest market study, which found that 35% of contact centres still don’t have the technology to support multiple customer contact channels. That equates to thousands of contact centres that are yet to start their journey via the cloud and reap the productivity and functional benefits. With the opportunities primed, who knows what the future holds?
Written by Myles Leach, MD for NFON UK
source channelpro
Industry: Unified Communications News
![Banner Default Image](https://www.dclsearch.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBdytMRGc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--683221fba4088f48e5f9c99e2719b73064c09cee/banner-default.jpg)
Latest Jobs
-
- Network & Security Consultant
- Spain
- Upto €54000 per year and benefits
-
Senior Network & Security Engineer to join a Managed Network & Security Team in Europe. In this critical role, you will: Play a pivotal role in managing and securing network infrastructure across datacenters, customer connections, and on-premise deployments. Proactively monitor network and security devices, analyse incidents, and implement solutions to ensure optimal performance and security. Collaborate with colleagues and customers to troubleshoot issues, troubleshoot outages, and implement effective resolutions. Lead and participate in network system installations for new facilities and expansions. Develop and maintain network infrastructure procedures, recommend technical strategies, and propose improvements to enhance network capabilities. Stay up-to-date on the latest network and security technologies and trends. Work as part of a collaborative international team, contributing to team presentations and knowledge sharing. To be successful, you'll need: Proven expertise in Cisco network solutions (CCNP R&S/Sec/Wireless preferred)for both BAU and project work. In-depth knowledge of network security principles and experience with Fortinet firewalls. Experience deploying and managing large, complex network infrastructure (routing, switching, wireless, security). Solid understanding of ITIL v3 framework for incident, change, and problem management. Excellent troubleshooting skills with experience using Wireshark or similar protocol analysers. Strong communication and teamwork skills, with the ability to work independently and collaborate effectively.
-
- Security Analyst - Internal role. London commutable. £50,000
- London
- £50,000
-
Security Analyst - Internal role. London commutable opportunity. Operational Security - Investigate, escalate and proactively work to ensure household name remains protected. Project Security - Coordinate, log change requests with project delivery teams to meet security requirements Policy / compliance - work with team to aid in uplifting these as and where needed This role is role to investigate, escalate and proactively work to protect a globally recognised brand. You must have current hands on operational analytical security experience with Microsoft technology stack Someone with a SOC Analyst / security engineering background would be well suited. This position will join a small team and would suit someone that has broad experience across the security threat landscape. Experience / knowledge across industry GRC standards such NIST, ISO27001 etc would be advantageous. You will work across multiple teams proactively working to secure the business. Must be able to commute to Central London 3 days a week. Visa sponsorship not available Apply today to find out more.
-
- Network & Security Consultant
- Romania
- €54000 plus benefits
-
Senior Network & Security Engineer to join a Managed Network & Security Team in Europe. In this critical role, you will: Play a pivotal role in managing and securing network infrastructure across datacenters, customer connections, and on-premise deployments. Proactively monitor network and security devices, analyse incidents, and implement solutions to ensure optimal performance and security. Collaborate with colleagues and customers to troubleshoot issues, troubleshoot outages, and implement effective resolutions. Lead and participate in network system installations for new facilities and expansions. Develop and maintain network infrastructure procedures, recommend technical strategies, and propose improvements to enhance network capabilities. Stay up-to-date on the latest network and security technologies and trends. Work as part of a collaborative international team, contributing to team presentations and knowledge sharing. To be successful, you'll need: Proven expertise in Cisco network solutions (CCNP R&S/Sec/Wireless preferred) for both BAU and project work. In-depth knowledge of network security principles and experience with Fortinet firewalls. Experience deploying and managing large, complex network infrastructure (routing, switching, wireless, security). Solid understanding of ITIL v3 framework for incident, change, and problem management. Excellent troubleshooting skills with experience using Wireshark or similar protocol analysers. Strong communication and teamwork skills, with the ability to work independently and collaborate effectively.
-
- Network & Security Consultant
- Hungary
- Upto €54000 per year and benefits
-
Senior Network & Security Engineer to join a Managed Network & Security Team in Europe. In this critical role, you will: Play a pivotal role in managing and securing network infrastructure across datacenters, customer connections, and on-premise deployments. Proactively monitor network and security devices, analyse incidents, and implement solutions to ensure optimal performance and security. Collaborate with colleagues and customers to troubleshoot issues, troubleshoot outages, and implement effective resolutions. Lead and participate in network system installations for new facilities and expansions. Develop and maintain network infrastructure procedures, recommend technical strategies, and propose improvements to enhance network capabilities. Stay up-to-date on the latest network and security technologies and trends. Work as part of a collaborative international team, contributing to team presentations and knowledge sharing. To be successful, you'll need: Proven expertise in Cisco network solutions (CCNP R&S/Sec/Wireless preferred) for both BAU and project work. In-depth knowledge of network security principles and experience with Fortinet firewalls. Experience deploying and managing large, complex network infrastructure (routing, switching, wireless, security). Solid understanding of ITIL v3 framework for incident, change, and problem management. Excellent troubleshooting skills with experience using Wireshark or similar protocol analysers. Strong communication and teamwork skills, with the ability to work independently and collaborate effectively.