Everyone has seen the news lately: Companies are making cuts as times change. And yet, some companies are upgrading their on-premise systems to the Cloud Contact Center. But why is this? As we have outlined before, the Cloud Contact Center isn’t necessarily a cheaper solution to your Contact Center issues, at least not at first. But the long-term benefits outweigh the cost in many aspects.

Agent centered solutions are key factors in companies making the change right now. Dynamic employee market and a willingness to accommodate work environments are driving companies to make the change.

With on-prem solutions, your agents must work in the office. The Cloud allows you to search outside of your local market for agents willing to work from home. Companies in large metropolitan areas have begun to search outside of their market for agents in areas with lower cost of living rates. The intent is to acquire long term employees with high job satisfaction in these new markets. For those with reservations about hiring remote workers, Webex Contact Center offers extensive reporting capabilities. These reports can help you monitor the success of employees in these environments, allowing changes can be made with ease.

Additionally, companies want customer calls to be completed efficiently, with high satisfaction rates. Complex questions or multiple management databases can delay these outcomes. Cisco Webex Contact Center helps to bridge this gap with the addition of AI. An upgrade not available outside of the cloud, AI can transform your call completion and employee success rates. AI scans incoming calls, messages or live chats for key words. Once identified, AI searches through the linked customer management software systems to provide solutions. This allows your call center agents to increase customer volume with ease.

Want to know more about saving with the Cloud Contact Center? Check out the Total Economic Impact study conducted by Forrester Consulting.

This post was contributed by Kim Esau, a member of the Marketing Team

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