Cloud Contact center

Contact Center as a service

FUTURE-PROOF

Cloud-based contact center solutions are very quick to deploy. The solutions scale well and adapt to the current needs of the business, just like the cost. As the business grows, the contact center grows with them.

In the customer-centric world of service centers, it's important to stay ahead of the curve. It has never been more important for companies to listen to their customers, treat them as individuals, and solve their problems the first time. Armed with the latest smartphones, customers are increasingly demanding the most flexible, convenient, and "always on" ways to contact customers. A future-ready contact center is one that is informed about the needs and wants of its customers and is able to keep pace as customers switch communication channels.

COSTS

A cloud-based contact center software delivery model means foregoing the purchase of software, hardware and support services and instead renting the software and IT infrastructure on a pay-as-you-go basis. This eliminates the annual cycle of upgrading and replacing hardware and software. These ongoing maintenance and support activities are the responsibility of the cloud-based service provider.

The cloud is low-investment. Cloud contact center solutions lower the investment costs and thus the barriers to entry into new infrastructures.

Cloud systems are offered via so-called "subscription" models and are ready for use within a few days and weeks. Costs for data center space, electricity and personnel for operation are eliminated. In the best case, only OPEX is incurred.

SCALABILITY AND AGILITY

When companies are faced with unexpected growth, it usually triggers the purchase of additional servers, storage and licenses. It can take years before they actually use the reserve resources they have purchased. Scaling cloud contact center solutions is easy. You can get additional licenses or additional features whenever you need them. The provider can easily update this within minutes.

FLEXIBILITY

One of the biggest advantages of cloud contact centers is mobility. The service offers businesses and their employees the flexibility to work from any location. They can reduce the number of workstations at the site and allow employees to work from home to save further costs. The cloud solution allows companies to effectively monitor operations in their service centers. All they need is a fast Internet connection to receive real-time updates of all operations.

RISKS

Calls, data and transactions must comply with both national and international regulations. As the business grows, so do the compliance requirements. Cloud contact center solutions already meet legal obligations such as GDPR (General Data Protection Regulation) and PCI-DSS (Payment Card Industry Data Security Standard).

SECURITY

Cloud solutions can provide a level of security that is very difficult to achieve alone. This advantage is especially important for companies that take credit card payments, store private information, and for the legal and medical sectors in general. Integration with corporate security is ensured and clearly regulated via a cloud-approval process. Finally, in the event of a disaster, it's a no-brainer to store your company's data and the tools needed for daily operations off-site. Even in the event of a complete loss of physical property, core operations can continue with only a cell phone if needed.

AVAILABILITY

Cloud solutions are always available - 24/7/365 is the magic word. In addition, the architecture plays a central role in this. A platform based on a microservices architecture meets these requirements. If one application fails, all other systems continue to run without errors. Thanks to the multi-tenant and isolated design of a microservices architecture, security is enhanced. With cloud-based software, companies don't have to worry about servers, data warehousing, or updating software.

TECHNICAL / FUNCTIONAL

First of all, a cloud contact center solution can be installed quickly, with minimal investment and tailored. Through very simple licensing models, all required functions are immediately available. No own infrastructure and no own operating team are required. The business department can directly contribute its requirements and IT establishes the secure connection to the existing systems. The department can configure and customize the platform itself, eliminating the expensive detour via third parties or IT. The department sets up its routings and the platform takes care of omnichannel routing and reporting. Simple integration options in specialist applications for greater process efficiency are possible via appropriately available connectors. As a platform for further development, the department continuously adapts its solution to the requirements.

  • Much more possibilities to configure and set the platform yourself
  • Omnichannel (routing & integration) without massive initial investments
  • Platform with opportunities for further development
  • Easy integration with business applications for greater process efficiency

OPERATIONAL / TECHNICAL

The SaaS design eliminates complex deployments, and updates and upgrades are performed on the platform "on the fly" without disrupting "carrier grade" operations. The platform is highly available and always meets the highest security requirements. By opting for the cloud, costs for servers and databases and the associated operations are a thing of the past. The cloud approach is the consistent continuation of the RZ strategy - Centralize - Homogenize - Virtualize.

  • No complex deployments - browser favored
  • No updates and upgrades to worry about
  • Avoid costs for servers and databases and the associated operation
  • Highest availability standards
  • Highest security standards
  • IT strategy is cloud

PERSONNEL

Concentration on core competencies - here the cloud contact center is a decisive factor. No in-house personnel capacities are required to set up and operate a comprehensive omnichannel solution, and there is no need to build up the relevant expertise. Here, the specialist departments can get directly involved in the implementation - either themselves or with Deliberate as a partner. After appropriate training, the customer is able to administer the platform itself.

  • No personnel capacities necessary, which can/want to operate extensive omnichannel solutions can/want
  • No own know-how required for technical operation of the omnichannel solution

COMERCIAL

No CAPEX - this is, besides time, the big advantage of a cloud contact center solution. AVA and complex amortization cycles are replaced by tailored subscription solutions.

Customizable terms from monthly cancellable to multi-year contracts bring unprecedented flexibility in contract commitment. Paying only for what you really need, but being able to make adjustments quickly if necessary, means a clear competitive advantage over your own competitors - "time to market" has always been one of the key factors in successfully seizing opportunities in the market.

  • More towards OPEX instead of CAPEX
  • More flexibility in contract commitment
  • Only pay for what you really need, but be able to make adjustments quickly if needed

No CAPEX - this is, besides time, the big advantage of a cloud contact center solution. AVA and complex amortization cycles are replaced by tailored subscription solutions.

Customizable terms from monthly cancellable to multi-year contracts bring unprecedented flexibility in contract commitment. Paying only for what you really need, but being able to make adjustments quickly if necessary, means a clear competitive advantage over your own competitors - "time to market" has always been one of the key factors in successfully seizing opportunities in the market.

A cloud contact center solution provides the critical level of agility and transformational qualities to make these goals easier to achieve. With cloud-based contact centers, customers inevitably experience higher availability, resulting in fewer customer service issues and better ROI.

  • Possibility of agility in projects
  • Respond much faster to changes and market conditions
  • No annoying updates and upgrades - always the latest release
  • Outsourced technical operation
  • Cash management by shifting CAPEX to OPEX
  • No compulsory long contract
  • Built-in stability and availability vs. costly onPrem redundancy architectures
  • Higher security standards than in-house solutions
  • Scalability - growth without large initial investment