Five9 White Paper: TOP 10 REASONS TO MOVE YOUR CONTACT CENTER TO THE CLOUD
The contact center infrastructure market is undergoing a major revolution, moving from complex, on-premise, multi-vendor technology to easy-to-use, all-in-one software suites in the cloud. But is moving your contact center to the cloud right for your business? Find out more about the top 10 reasons why businesses like yours are moving to the cloud.
INTRODUCTION
The contact center technology market is undergoing a transformation. Cloud contact center software has steadily gained traction among IT departments, contact center executives, and CFOs. The rising adoption provides proof of its business value and encourages further growth. Consequently, rapid growth is taking place across all segments of the contact center market, with end users increasingly shifting to the cloud.
Adoption accelerated during the Great Recession as businesses avoided large upfront capital expenses and opted for a rented model. By 2012, the average deal size for cloud contact center software reached 250 seats and continued to grow. This shift is not a transient trend but a fundamental market transformation, comparable to the move from analog to digital and TDM to IP.
Cloud-based solutions provide compelling business value, offering multitenant architectures where a single software instance serves multiple customers. This allows businesses to retain control while gaining flexibility and cost efficiencies. Core attributes of cloud contact center software include rented technology, shared computing resources, and maintenance and upgrades included at no additional charge.
TOP 10 REASONS TO MOVE TO THE CLOUD
- Reduced Upfront Costs
Cloud contact center software eliminates large capital investments, hidden costs, and risks associated with premise-based solutions. Customers pay only for what they use, on a subscription basis, ensuring cost efficiency. - Shorten Startup and Integration Timelines
Cloud solutions can be deployed in as little as one day, compared to months for premise-based systems. This rapid deployment reduces risks and allows businesses to quickly reap the benefits of new technology. - Access to Features and Functions
Cloud solutions offer a wide array of features, including Workforce Optimization (WFO), advanced IVR, and outbound dialers. These features are accessible at an affordable price and tailored to customer needs. - At-Home Agents & Virtual Contact Centers Simplified
Cloud solutions support virtual contact centers and at-home agents, reducing costs and improving agent retention. Agents can work from anywhere with just an internet connection, a computer, and a headset. - Unexpected Peaks and Valleys
Cloud solutions allow businesses to scale capacity up or down to handle demand fluctuations, avoiding the costs and delays associated with premise-based systems. - Ease of Integration and Customization
Cloud solutions integrate seamlessly with third-party applications and CRM systems like Salesforce, offering robust APIs and web-based interfaces. - Control in the Hands of the Business User
Cloud solutions empower business users to manage IVR, call flows, and routing strategies without relying on IT, providing greater operational control. - IT Freed Up to Focus on Strategic Matters
Cloud computing allows IT teams to focus on business strategy and innovation rather than routine system maintenance, elevating their role within the organization. - Security Expertise
Cloud vendors specialize in providing robust security, often surpassing the capabilities of individual enterprises. Many users report increased security with cloud solutions. - Catch the Next Wave of Business Process Innovation
Cloud solutions drive business process innovation by ensuring customers fully utilize software capabilities, leading to improved customer interactions and higher revenues.
ABOUT CALLTOWER
CallTower specializes in Unified Communications as a Service (UCaaS), Collaboration, and Contact Center as a Service (CCaaS). Their expertise in customer experience (CX) empowers businesses to connect, collaborate, and grow with ease. CallTower’s innovative solutions streamline workflows, optimize IT infrastructure, and drive meaningful connections.
ABOUT FIVE9
Five9 is a leader in cloud contact center software, enabling businesses to improve customer satisfaction, reduce costs, and drive growth. As cloud adoption accelerates, Five9 helps businesses gain a competitive advantage through cost containment and superior customer interactions.