The Cloud Delivers for Contact Centers

Tim McLain

Cloud-based call centers are increasingly a part of the call center market as businesses discover the value to be had from the new features a cloud-based system can deliver. Better yet, this value is becoming increasingly quantified by outside studies—a development that makes it easier to authorize funding to put these new tools in place. So, what benefit is there in bringing in a cloud-based call center? The good news is, quite a bit of benefit.

Tale of the Tape

When taken together, the numbers around cloud-based call centers spell out some eye-opening reasons for bringing this technology into play. The global call center market itself is expected to reach $407 billion by 2022, which means a lot of companies will be spending to enhance this increasingly customer-facing apparatus.

While North America—specifically the United States—will be the market share leader at 44.4% of the overall market, those looking for fast growth should turn to the Asia-Pacific market with its 13.3% compound annual growth rate (CAGR) through 2022.

Clear Call to Action

Perhaps most shocking of all, fully 70% of all interaction between customers and businesses is taking place in the call center. This makes the call center a more vital part of everyday operations than most ever expected and means that companies need the best in their call center, starting with employees. When 70% of business is handled there, only top-notch people will do. More than that, top-notch equipment must support them, and that’s what Commio can offer.

What Commio Offers

thinQ’s lineup of call center products offers an array of features that prove valuable in a cloud-based call center setup. thinQ is home to the industry’s first—and only so far—inbound toll-free least cost routing (LCR) system, which helps lower inbound calling costs for four of the largest carriers around.

Further, a multiple-carrier redundancy system provides excellent disaster recovery capability, allowing for the greatest uptime possible. The system can be scaled upward or downward as needs require, preventing waste. Real-time analytics systems allow businesses to best understand who’s calling in and how to address the needs these callers have. Get a demo today.

All About the Customer

In the end, the move to a cloud-based call center is done for one primary reason: providing better customer service, which contributes to better customer experiences. Customers want the best experience, and while the call center is clearly taking care of a majority of customer concerns, that may not be the case forever. Planning for future developments—online chat, social media and so on—will help a business be ready for when these become the new call center.

Date posted: April 9, 2021

Topic: Inbound Voice   Intelligent Call Routing   Outbound Voice  

Tags: Call Center   Contact Center   Least Cost Routing  

Tim McLain

A passionate technologist at heart with more than 25 years of marketing experience, Tim loves using technology to help businesses solve problems and grow their bottom line. Tim is happiest brainstorming new approaches to marketing and communications to help Commio's partners better understand, trust, and embrace our cloud communications solutions. In his spare time, he loves shooting and editing video, riding long distances on North Carolina’s amazing bike trails, and enjoying the darkest craft beer he can find.

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