By Zane Long, SVP Global Channel Sales
The future of communications is in the cloud, and that outbound contact center you’ve been selling is no exception.
According to a study by Markets and Markets, the cloud-based contact center technology market is predicted to reach a global value of $15.67 billion by 2022 at a 25.2% compound annual growth rate (CAGR).
Looking to tap into that growth? Here are four unexpected benefits of cloud-based outbound contact centers that you might not have expected:
- Scalability – A cloud-based solution allows your outbound/blended contact center to grow with the customer’s business. Without the need for on-site hardware, customers now have the flexibility to add or remove phone lines and features in real-time. Side benefit: partners can make these changes with the click of a button, which makes servicing the customer that much easier.
- Reliability – Consistency is the key for contact centers to be profitable. In true cloud-based architecture, there is no single point of failure. This keeps the outbound contact center up and running at all times and keeps your clients happy.
- Productivity – Contact centers need solutions that create simplicity for their agents. With cloud-based contact centers, agents can gain new independence. Fewer screens, more seamless integrations with CRM, and ticketing software like Zendesk allows agents to pull up the right information for the right prospect or customer at the right time.
- Efficiency – How many phone calls from unknown numbers do you avoid each day? Customers are doing the same. To overcome this reluctance, outbound contact centers have evolved to become smarter and more efficient. Speed, accuracy, and a whole lot of artificial intelligence is needed to be successful: speed to quickly service the customer on the line; accuracy to ensure the customer’s information is ready at the agent’s fingertips, and AI to keep those phone numbers dialing. Cloud-based outbound contact center systems, like RingCentral’s Engage Voice, streamline these efficiencies, integrating CRMs and other software integrations to maximize an agent’s efficiency. Tack on optimized agent workflows with advanced scripting, campaign and list management, native compliance supporting tools, and voicemail detection—it’s easy to see why such capabilities could only be hosted in the cloud and will dictate the future of the contact center space.
Cloud-based outbound contact centers are the future
Improved agent performance, increased customer satisfaction and engagement—this is the promise of cloud-based outbound contact centers to the customer. Add on significant cost savings and flexibility and it’s clear why cloud-based contact centers are quickly becoming the customer’s contact center of choice.
About the Author: As the SVP of Global Channel Sales, Zane Long develops relationships and drives new channel business internationally. He brings more than 15 years of channel success to the RingCentral team, having previously served as Vice President of Vonage’s Global Strategic Partner Group and Cbeyond’s National Vice President of Channel Sales. He has spent his career developing business relationships with a number of leading distributors and master agents in the channel community.