The Benefits of a Hybrid Cloud Contact Center

The hybrid cloud is increasingly being seen as the future of contact center technology, particularly growing businesses. The hybrid model combines offsite cloud resources and onsite enterprise IT resources, a pairing that works remarkably well in the contact center environment.  Deploying a hybrid cloud model has many distinct benefits which make it a superior and viable solution for modern contact centers.

 

Cost Containment

One of the biggest benefits of deploying a hybrid cloud contact center model is cost containment. Using a cloud server enables you to reduce much of the large upfront costs associated with investing in on-site solutions. You also have the benefit of customization for your cloud option so you can pick and choose the solutions that suit your business, at significantly lower costs. Cloud solutions often come with free trials as well as monthly subscription fees, or as pay-as-you-go options, making the transition a financially viable choice.

 

Ease of Deployment

Hybrid cloud solutions can be deployed at a much faster and more efficient pace compared to the regular on-premises solutions. Traditional deployment can be a lengthy process that can take weeks and months of planning, testing, and migration. Customized cloud solutions, however, can be set up and accessed in a matter of days without the need for additional physical resources.

 

Ease of Scalability

Deploying a hybrid cloud model also makes it more straightforward for a business to scale up or down as needed. Its on-demand nature makes it an easier process for businesses to make use of larger resources in the form of applications and manpower, whenever there is a need to, such as during periods of rapid growth. The scope of scalability, where cloud technology is concerned, is unlimited.

 

Enhanced Safety and Security

Many businesses opt to secure their sensitive data offsite on a private cloud, and their less sensitive data on a public cloud. The cloud backup enables them to keep their data safe and secure, and ensures business continuity during times of natural disasters, or hazards such as fires and floods. Keeping data on-site can be a costly decision, and the impact to business disastrous, should the assets be compromised.

 

Improved Efficiency for a Virtual Workforce

It becomes a lot easier for businesses to manage the technical complexities involved with running a global virtual workforce 24/7 with the deployment of a hybrid cloud model. Cloud servers make it easier and more efficient for agents to access business applications without having to contend with the complications that can prop up when using on-site servers. Cloud servers also provide omni-channel capability, which is a must for modern businesses. Setting up omni-channel capability can be a more complex process when implemented on-site.

 

Ease of Upgrade

Upgrading to the latest technology becomes a hassle-free experience with the hybrid cloud model. Your cloud services provider manages the upgrades from their side, with little to no downtime, meaning that your business can continue to run disruption-free. Traditional on-site upgrades are costly, besides being time and labor-intensive.

 

Improved Customer Service Experiences

At the end of the day, having a hybrid cloud model supports enhanced customer service experiences. The hybrid model aids the deployment of a global virtual workforce that provides superior customer service to consumers, round-the-clock. Also, agents function better in an environment that is reliable and secure. 

The hybrid cloud model is increasingly an attractive option for modern businesses looking to gain the competitive edge.

CH Consulting Group provides unparalleled expertise in the Contact Center and Customer Experience (CX) verticals. We have a nationwide team of industry veterans that can assist you to achieve exponential growth, manage change, and generate profit. For a comprehensive CX assessment and strategic plan customized for your unique business needs, connect with us here today.