How to improve your contact center's cloud transition

How to improve your contact center's transition to the cloud .png
In our experience in the cloud contact center industry, we’ve seen and heard it all. From companies having difficulties managing their contact center operations to their fear of trying out new technologies. As a managed service provider, we are privy to these fears and worries. And this gives us a unique insight into how to best navigate this new landscape of work.
As traditional PBX technology becomes more cumbersome (and some IP phones nearing end of life), we noticed a surge in cloud phone adoption. This all came during the Covid-19 Pandemic, with companies like Certis Cisco and DHL coming onboard. Enterprises started viewing cloud telephony as a much more efficient means for running business communications.
It does, however, come with its own set of challenges. This article is dedicated to helping readers navigate their cloud transformation journeys.

The need for change

The first thing we always ask our clients is to identify where they are with their communications initiatives. Do they already have existing hardware? Are they looking for a fully web-based solution? Traditional pbx systems struggle to catch up to the features of modern VOIP. Not all IP phones are capable of working with cloud phone software.
Moreover, cost and scalability are major factors that need addressing from the get-go. Employing legacy and near-end-of-life hardware can impede growth and hinder optimization.
The faster businesses begin to realize that running their call center operations on the cloud requires major changes, the better it is for them. But aside from existing hardware and costs, here are a few more challenges they might face:
  • Internet requirements- cloud-based contact centers must have strong, dedicated internet connections to run reliably. Though providers like Nautilus takes great pain to ensure maximum uptime by employing local data servers, if your internet is weak your connection will be too.
  • Data Security — Fully entrusting your call center operations to the cloud can be a daunting thing. Businesses have to ensure that they choose a provider that maintains the right certifications to ensure customer data security.
  • Quality of service — the success of a calling service should always be based on call quality and reliability. Providers must measure and prioritize voice traffic over data traffic to help mitigate these issues and ensure a consistent user experience.
  • Product training and agent knowhow

Understand the benefits of Cloud Telephony

Unlike traditional systems, cloud-based solutions offer unparalleled scalability, flexibility, and cost-effectiveness. Moreover, cloud telephony offers the same features you’d expect from traditional phone systems. Features like call forward, call routing, voicemail, a customized IVR — all these come standard.
Our Nautilus solutions even offer a comprehensive Reporting Portal to boot. In an age that is more data-driven by the day, having the means to see call performance is a godsend. Especially if you’re planning to run a remote call center, for example. We have handy features like Realtime Wallboards that show everything from queue performance, agent statuses, and agent performance.

Overcome Challenges with the right approach

While the benefits of cloud telephony are undeniable, the transition process is not without its challenges. Concerns regarding data security, regulatory compliance, and integration complexities often deter businesses from making the switch. However, by addressing these challenges head-on, organizations can cultivate a strong desire for the transformative power of cloud telephony.
Implementing robust security measures, such as encryption protocols and multi-factor authentication, helps alleviate these concerns.

The right partner helps

Partnering with an experiened service provider is always your best bet. At Nautilus, we have years of experience helping clients with their cloud transitions. This calls to mind the words of Arrifin Yazid, our client from LHN Parking:
"They (Nautilus) are very patient with us throughout the learning journey & guidance on operating with their system. Even if we have any troubleshooting, they are very fast and assist us with our needs."
I remember their case very well, as theirs was a complicated phone system to set up. Our team banded together and successfully deployed their solution without hiccups. The thing is, challenges can be mitigated through careful planning and collaboration!

Embrace the Future of Cloud Telephony

Transitioning fully to a cloud-based calling solution can be a daunting thing, that’s for sure. Remember your first experience connecting to the internet? There were fumbles, and a lot of side steps. But having the right provider to help guide your journey is an asset that comes with many returns.
If you’re still unsure about how to go about your cloud transition, that’s perfectly fine. But just know that there are experts willing to help out — and all you need to do is ask.
Get in touch with a cloud expert today!

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