Many companies use different methods to make data processing more flexible and scalable. One effective approach is called cloud computing. According to Google, about 41.4% of global tech and business leaders plan to increase their investment in cloud services due to current economic conditions. Additionally, 33.4% of cloud leaders plan to migrate from legacy enterprise software to cloud-based tools to modernize their operations.
In 2020, more than 50% of call centers have been looking to fully embrace cloud technology, according to industry statistics. Cloud adoption rates continue to rise, making it essential for your business to understand its importance to stay ahead of competitors.
Cloud computing includes providing various internet-based services, such as email, content streaming, data storage, and access to tools and applications. These services are categorized as platform-as-a-service (PaaS), infrastructure-as-a-service (IaaS), and software-as-a-service (SaaS).
The IaaS model involves renting IT infrastructure components like data storage, servers, and operating systems. On the other hand, the PaaS model gives you access to tools and applications primarily for software development. Finally, the SaaS model provides customers with a license to use a company’s developed software.
When the internet was new, hosting a website meant buying and managing physical servers, which could be complex and cause issues if not properly maintained. Later, large tech companies began offering servers for a fee, leading to the development of cloud computing. Below, you'll find an overview of how it generally works.
The cloud is useless without data. With your data in the cloud, you can conveniently access it from any internet-connected device, anytime and anywhere. Uploading your data to a cloud server ensures safety even if the physical device is compromised.
Contrary to its name, cloud servers don’t float above land. Instead, they’re placed in large facilities with all the features needed to keep servers operational. For instance, since servers generate a lot of heat, these facilities typically have cooling systems to manage their temperatures.
Raw data comes in a form that people can’t understand. So, the cloud translates the user’s raw data into understandable and usable information without altering it.
Accessing data from the cloud will depend on the cloud computing delivery model it uses. Public servers are accessible to general users, while the private ones are only limited to authorized people, usually those within a certain organization.
Seven out of ten (72%) businesses prefer using a hybrid cloud because it balances both functionalities, as reported by Flexera. This type of cloud is ideal because if the private server is damaged, users can switch to the public one without significant workflow disruption.
Cloud computing doesn’t require storing data on local storage systems. Once you access data from your devices, like a laptop or smartphone, it will be securely stored in the cloud.
More business leaders are moving their operations to the cloud for various reasons. You can enjoy the advantages of this technology even if you don't run a tech company. As a call center business, you can also benefit from cloud computing.
Using cloud computing, companies can save about a fifth (20%) on infrastructure costs. Cloud providers offer flexible pay-as-you-go pricing based on your storage and usage needs, allowing easy adjustments and preventing overspending. The savings can be used to improve customer retention efforts. Additionally, cloud-based systems can automatically route calls to the right agent, saving resources and increasing agent utilization rates.
Call centers need to prioritize keeping their clients' data secure. However, storing data on physical devices is often risky because they can be stolen or hacked. Fortunately, cloud storage protects data against these risks. You can assure customers that their data is safe with you, helping build trust and strengthen your relationship.
Cloud storage also benefits call centers in sales and customer service. Quick access to customer information helps agents reduce their average handle time (AHT) and improve first-call resolution (FCR) metrics.
Leading cloud computing providers like Google and Amazon prioritize sustainability in their services. Using cloud technology, your call center can minimize its environmental impact and take advantage of virtual space.
Many customers today are actively seeking ways to reduce their ecological footprint, so they are more likely to work with businesses committed to sustainability. Embracing cloud computing not only helps boost your operational efficiency but also enables you to build stronger connections with your clients.
Cloud-based platforms are flexible and can be adjusted to fit your business needs. For example, if you start getting more customer calls, you can easily increase the bandwidth you get from cloud providers. Setting up monitoring systems for data stored in the cloud offers many advantages, such as improving customer retention strategies, managing data more effectively, and gaining valuable insights.
Cloud providers use strong security measures and continuous server monitoring to protect against cyber threats. They also use authentication and verification protocols to protect sensitive data from unauthorized access. This high level of security improves your reputation as a trusted and secure choice for clients, giving you a competitive advantage and increasing customer loyalty.
Implementing cloud computing in your business can often be complex, especially when business leaders are unfamiliar with the right processes. Here are some basic steps to successfully adopt it in your company.
What are your business’ current problems? Are you lacking storage for customer data and call recordings? Or do you need extra protection against data breaches? Defining the scope of cloud computing in your call center company is crucial for planning your next steps. For instance, if you need more space for your data, you should focus on cloud service providers that offer attractive digital storage options.
There are different cloud computing platforms available, each with their own features, pricing, and limitations. Start exploring the major cloud providers like Amazon, Microsoft, and Google, which hold about two-thirds (66%) of the cloud market.
Amazon Web Services (AWS) is the most popular and oldest among the three biggest names. Many IT professionals consider it the most reliable and secure because of its history and higher computational capacity than Microsoft Azure or Google Cloud Platform (GCP). That said, the number of services AWS offers can overwhelm you if you aren’t familiar with cloud computing yet.
On the other hand, Microsoft Azure is specifically designed for business customers and seamlessly integrates with Microsoft’s range of services and products. Alternatively, if your business already uses Google’s applications, you can consider GSP your platform.
When it comes to choosing a cloud computing service provider, there are a few important factors you should consider. One of these is their certifications, which can vary depending on the services they offer. If customer data safety is your priority, choose a provider accredited by the Cloud Security Alliance.
It's crucial to assess the future direction of a potential cloud computing provider. During discussions, ask about their company’s roadmap and how it aligns with your business goals. Engaging with growth-aligned providers can give you a strategic edge in the industry.
The cloud provider's policies and service-level agreement (SLA) will serve as the guidelines for their operations. Business owners should carefully read and understand them to avoid data loss, mishandling, and miscommunication. When you’re reading through these important documents, look for the following:
Once you've decided what and where to migrate, you can move your digital assets and tools to the cloud, such as automatic call distribution (ACD) or CRM software. However, you should store highly confidential and sensitive information in secure local backups instead of the cloud.
Due to the scale of what you may need to migrate, it can often be an extensive and meticulous process. That's why it's best to implement cloud computing in phases. A slow migration will also help you avoid data loss and fix any potential issues that arise along the way, such as network connectivity issues. It also allows call center agents to learn and adapt to the new system.
In today's fast-changing digital world, businesses need to stay flexible and keep up with new technologies.
Cloud computing is becoming popular because it saves money, improves security, reduces risks, and is better for the environment. Once you've decided what data and services to move to the cloud and picked a provider, you can start transitioning your operations slowly. If your call center business hasn’t adopted cloud technology yet, you might fall behind.
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A cloud center of excellence (CCOE) is a strategic team within an organization responsible for leading and overseeing cloud computing adoption. They ensure the central IT team meets the best practices and standards for becoming a cloud-enabled company.
Cloud computing generally provides faster performance. When you store your data on the cloud, it is kept on the powerful servers of your cloud computing provider. These providers have dedicated infrastructure to deliver your data quickly when needed. The speed of a data center usually depends on how efficient the company's network is.
Cloud computing benefits include saving costs, preventing data loss, and promoting sustainability. Additionally, it provides flexible technology to align with your business’s objectives and easily scale operations as needed.