Have you ever noticed that communication always seems to be the first thing to take a hit when companies experience significant growth? It makes sense, in a way. After all, it's far easier to maintain open lines of communication when fewer people are involved. Grow that to the hundreds or thousands, mix in the physical distance variable of remote locations, and the issue becomes clear. Even so, how can enterprise cloud solutions solve the most common communication hurdles among callers, customers, and your own call center agents?
One of the greatest challenges of managing communication as your company grows is maintaining quality. When it comes to customers, any experience they have when interacting with your organization should leave them equally impressed no matter when or where it happens. Similarly, your own call center representatives should feel they are equipped with the best technology to handle all customer interactions.
With enterprise cloud solutions, tackling these hurdles is as easy as bullseyeing womp rats with a T-16 back on Tatooine. The reason can be found in a little quality-of-service (QoS) wizardry.
SD-WAN is the game-changer here. The ability to dynamically define network resources based on the needs of your applications gives you fine-grained control over bandwidth. In doing so, you can effectively dictate QoS for customers and call center agents regardless of when and where the interaction takes place. The result is a consistent experience for everyone involved.
What About Cost?
Ask anyone, even the person nearest you at this very moment, what the greatest challenge to company growth is, and you'll likely receive one of two answers: cost or affordability (which is fancy speak for cost).
In reality, growth is all about meeting demand by increasing supply. When it comes to scaling customer service resources such as call centers, you can effectively increase supply without breaking the bank. How? By minimizing additional hardware, software, and up-front capital costs.
Cloud-based call centers make this possible by essentially packaging these typical costs into a software-defined solution. The result is a more cost-effective way to expand to new geographic locations or simply add new features such as video, chat, or text. You can drive cost down even further by bringing your own existing resources such as broadband.
Handling the Unknown
Pinning down exactly what growth looks like for your organization can be a daunting task. Even more challenging? Forecasting the ebb and flow of customer communication as growth happens before your eyes. The painful reality is that you'll never know with any certainty what traffic will look like tomorrow, next week or even next year.
Enterprise cloud solutions are your proverbial ace in the hole. They integrate seamlessly with your existing business applications so managing customer interactions becomes a much more efficient process. In addition, virtual teams and call centers can be provisioned anywhere in the world. Scaling then becomes a matter of when and where rather than what and how.
In the end, it really shouldn't be surprising that a cloud-based solution would be a great answer to call center growth. The combination of consistent quality, affordability, and scalability make an appealing package. Regardless, if any of these issues have plagued your own customer interactions, the cloud may just hold the answer.
Interested in enterprise cloud solutions? This year, Vonage's CEO Alan Masarek is speaking at Enterprise Connect. You can learn more here.