In today's time, it has become true that Cloud is now the infrastructure of choice for those who are trying to improve their contact centers. This is done by the businesses when they try to streamline the process of providing modern and personalized services to their customers, which in turn brings in improved customer experience, increased customer loyalty, and sales.

How Cloud Solutions Drive Customer Experience?

The demand for Cloud solutions has been on the rise and more number of brands are embracing this technology with greater efficiencies in their contact center and, ultimately, superior customer service. No other technology besides Cloud is considered more of an IT delivery model which is based on Internet protocols. Considering the numerous benefits that it offers to both- brands as well as customers, Cloud has evidently become the best choice for companies across various industry verticals. A large portion of IT experts use the hybrid Cloud solution considering the fact that it ensures the security of a private cloud in case of sensitive data and also reducing the costs while using the public for the relatively lesser sensitive data.

Firstly, the contact centers need to streamline their operations and supercharge their efficiency by using a Cloud solution. Such kind of solutions is typically quick to implement and simple in terms of their usage, giving greater flexibility, security as well as scalability for all kind of contact centers. The hosted solutions have made the Cloud technology lesser expensive and easier option for upgradation, thereby allowing the companies to reduce their costs. Cloud solutions also provide advanced features like a multichannel automatic call distributor (ADC), interactive voice response (IVR), and callback systems for eliminating the customers who're put on hold, enabling a faster and more efficient routing of all inbound contacts across different channels. Cloud solutions also permit companies to deliver enhanced customer experiences. These solutions are proven to increase the level of customer satisfaction by reducing call waiting times.

Why Are Cloud Services in a Great Demand?

Most of the businesses have often cited the cost efficiency of Cloud solutions and its huge potential for streamlined operations as major benefits. Usually, Cloud solutions are quick to implement and simple to use as they provide the companies with data and processing capabilities based on an on-demand basis for greater flexibility and scalability. The hosted solutions have made Cloud services less expensive and an easier alternative for an upgrade, thus, allowing companies to integrate platforms and reduce the costs by paying on the basis of a consumption model and often having access to the free trial before committing for a long-term to such kind of a model. Further, companies embrace a hybrid Cloud solution for securing data in a private Cloud whereas storing the less sensitive data on a public Cloud at a reduced and lowered cost.

The ease at which setup is done paves way for the streamlined operations can maximize the efficiency of a contact center that employs a Cloud solution. Cloud solutions often provide an advanced set of features including- multichannel automatic call distributor or ACD interactive voice response (IVR), and a callback system for eliminating the customers' hold time and enabling a faster and more efficient routing of all inbound contacts across all the channels. The companies are now able to hire skilled agents in a remote location that might delivery excellent customer services as in when needed either by a desktop or a mobile connection. This, thus, ensures maximum flexibility and efficiency for the contact centers that wish to emphasize real-time customer service, and agents are able to utilize their crucial time on more useful tasks instead of focusing solely on operational ones.

How Cloud Technology Makes a Difference in Customer Experience?

Cloud technology is making a difference in the customer experience in the following 3 ways-

1. Anywhere Accessibility

Cloud technologies have allowed for advances in the ways by which employees deliver customer experience through the means of connected data sources. When there aren't Cloud-based systems, employees are often confined to specific locations where they're able to retrieve data. This accessibility of data promotes a more efficient workforce.  It is not just the staff that are best served when they can access the data from any location, it is the customers also. When the customers are able to log in to a self-service application at a time and place that favors them, then they are more likely to pleased with their customer experience.

2. Personalized Customer Experience

  When an organization knows who're its customers and how they behave, it helps the organization to reach its customers easily in a more individualized approach. Through the data storage at the Cloud, the customer behavior can be analyzed and segmented based upon the interactions that they have with a brand either- in person or online. 

3. Team Collaboration

Cloud functions allow the multiple team members to access the same piece of information at one go, and also allows the users present at various locations and on various devices in order to make the updates in real-time.

Thus, it is now evident that Cloud has definitely emerged as a modern-day game-changer in every business aspect. The business organizations are continuously adopting Cloud technology due to the number of benefits they receive for building an efficient business process. On the other hand, customer experience has proven to be a necessary element for customer satisfaction, which in return holds beneficial for businesses and reaps higher benefits.