Contact centers can improve efficiency with hybrid cloud environments

Many contact centers have decided that now is the best time to deploy unified communications solutions, as these technologies incorporate all of the necessary communications solutions into one cohesive platform. However, there is also debate as to whether or not the company should host these solutions in the cloud or deploy them on-site. Yet there is an option in between the two that companies should consider, according to a blog post by industry expert Jim Milton.

A hybrid cloud contact center combines all the benefits of the cloud with those associated with on-premise solutions, Milton noted. For example, an organization may benefit from hosting their IVR system in the cloud to help manage fluctuating traffic from incoming calls while still keeping legacy services on-site that have remained efficient and beneficial.

Additionally, each new component can be added separately into the contact center, allowing organizations to become more familiar with the technology before jumping head first into it, Milton said.

A survey by the Aberdeen Group found that cloud-based or hosted contact centers help resolve calls during the first interaction and decreased the number of complaints from customers, TMCnet noted. As a result, more companies are migrating contact center solutions and services to the cloud.