Customers expect to be able to communicate with businesses via multiple channels. The right CCaaS platform will deliver true omnichannel capabilities such as universal routing and queuing of voice calls, along with internet channels such as email, webchat, sms and social media.

Cloud centre solutions are cost efficient. Migrating to a true CCaaS solution makes sense because compared to traditional solutions there is predictable billing, little upfront investment, no expensive hardware, reduced ongoing costs and IT staffing. These platforms are the most economical way to upgrade you communication channels and moves the financial responsibility from CAPEX (Capital Expense) to OPEX (Operating Expense).

Today more than ever, contact centres have to be flexible and respond to change quickly. A true CCaaS solutions allows you the flexibility and scale your contact centre up or down in response to customer needs and changing work volumes. Businesses can react quickly to current events, such as when many call centres needed to make the move to remote learning.

Businesses are implementing new technologies quicker than ever before and cloud communications allows your business to be more agile and adopt these changes faster. Adding new technology with an on-premise structure is a time consuming process. Yet with cloud communications, you can implement new tools and software faster without the need for new infrastructure.

Cloud communications changes how contact centres work, improving customer service and staff engagement. Moving to a true CCaaS solution allows businesses to integrate all the different communications channels like voice, video, sms, email and chat into one unified platform that can be accessed from any location. Customers can except faster and seamless communication with a cloud solution.