How a call center monitoring system can help your contact center adapt to cloud

When we use the term ‘Being on the cloud,’ it does bring a feeling of comfort and superiority to you, right? Similarly, cloud computing or cloud technology is now becoming an essential tool that offers comfort.

It is moving to a destination with endless possibilities and could be termed as the future of the digital world. To simplify it further, the term cloud computing means access to information and storage of data over the internet instead of that traditional hardware.

For example, a modern call center monitoring system on the cloud for your business is the latest trend in town!

It has created a buzz in the digital world with its simplified business solutions. Not only businesses but individuals as well are following the trend.

When you update your status on Facebook, you are using the cloud. When you use net banking, you are using the cloud. When you pick your favorite clothes on your cell phone, you are using the cloud.

Cloud technology is taking over the world, with its user-friendly ways. Businesses are now relying on the cloud to resolve challenges faced in their day-to-day routine – whether it be while they send an email or using an app to manage workload.

Cloud is the new trend! A survey has revealed around 65 percent users have shifted to cloud solutions and you might just want to be the next one to do so. But before moving to the cloud, you should assess your business and its requirements.

If you think you don’t have a good enough reason to shift to the cloud, let us give you one! We’ve got a list of things you shouldn’t miss:

1. Now while we think of entering the digital world, it is very important for you to assure that you have the basic aspect i.e. a good internet connection. You will definitely need a good internet connection to move to cloud systems.

But wait! There are many more options that can be customized and made compatible with your IT infrastructure. So go on and analyze your IT infrastructure first, to make the most out of those call center solutions.

2. The next most important aspect is, of course, making your information secure. The level of security your business might require could vary depending on the type of business operations.

If your business deals with passwords or any confidential information, you should look up to top-notch security. For instance: If you are into the banking industry, you would surely require high-level security for your business.

3. Most companies want to save on their cost and shift their IT expenditures to projects. Businesses are looking forward to cloud technologies to boost the efficiency of their business operations.

Adapting this is not only cost saving but also, saves space and energy by eliminating the hardware/ software maintenance cost.

4. Data has become the core of all business operations and because it is so important, ensuring adequate control and monitoring data could be your major concern.

On the other hand, data storage requirements are growing rapidly and scalability is also becoming a critical concern. On one hand, where cloud technology keeps your data safe and secure, it also gives you endless options to expand your storage and use it throughout the data lifecycle.

5. When you use a cloud service, it will often keep providing you with updates on your server. Now, this could make it difficult for your staff to be accustomed to updates.

So before you shift to cloud services, make sure you have a team of experienced people, to help your staff deal with updates.

If you don’t want to hire a new team, delegate this responsibility to a few responsible people; although not much of training is required to run operations with good call center management software.

So you can either choose a private cloud or a public cloud considering the required bandwidth and cloud response. If you dive deeper into cloud services, you will be able to choose from Saas (Software as a service), IaaS (Infrastructure as a service) or PaaS (Platform as a service).

Now since we’ve evaluated the business needs and are ready to go ahead, let us look at how cloud technology could help with a real life example:

CASE STUDY

Quite a few companies are now turning to cloud call center software solutions to run their operations seamlessly. All of us already know how search engines, emails and the access to drives has given us the privilege of storing unlimited data.

So this time why not look at how a company and a research team in Britain used cloud technology against a disorder/ disease of the central nervous system.

PROBLEM

The disease we are talking about is a progressive neurological disorder that is caused due to the dopamine chemical deficiency, which can make everyday actions difficult of frustrating.

The disease does not have any cure but, medication can help. A study shows that one person amongst every 400 is affected with this neurological disease.

Jenny, the project director of the initiative – the team that was working to make it easier to diagnose this disorder, wanted to accumulate a pool of data that could lead to significant findings to cure the disease.

The initiative inspired by the idea of measuring the symptoms by remotely recording the voice. This was a much-needed initiative as there was no way to track the severity of this disease.

This is a disease that affects the movement and speech being a type of movement, many symptoms of the disease can be noted in the voice.

However, the effects can be subtle, so you can only use complex mathematical algorithms to detect them. With 97 percent accuracy, jenny and her team were able to develop this technology in their laboratory.

But the most important question was if this technology would work outside the lab, over hardware that is cheaply available – such as mobile phones. This was the hypothesis that was set out to test!

CHALLENGE

Jenny and her team were able to match their algorithm so as to identify if any participant has the disease or not from his or her call in a few minutes.

They had the potential to reach hundreds of subjects with their testing methods and algorithms in the lab. But, they needed to partner with someone who could help them collect more than ten hundred voice samples without breaking their budget.

SOLUTION

They soon joined hands with a firm whose API could power not only text and voice messages but also chat and video calls. It was a platform based on the cloud that was used by developers and businesses to communicate with applications.

The firm provided jenny and her team with call center software that was a robust communication tool required for them to succeed. The software was a usage-based pricing model that could be scaled with their program.

The firm had various discounts for projects that were related to social causes. Additionally, through the firms’ website and a few more portals, the software could be used as a trial for free.

The call center software solutions played a significant role and was a passage for accumulating voice data that was required to capture the symptoms over a phone line.

The software made the entire implementation process easier and made the voice capturing system at ease. A small PHP code was set up that would direct the callers to answer audio cues and was then interfaced with a server that would record the call details.

A virtual mobile number (VMN) was then circulated amongst the participants. They could connect with this number through any device that was voice call enabled.

The virtual call center software would then send the data to the PHP based platform that would collect, analyze and store the recorded data.

The debugging feature of the software allowed Jenny’s team find the mainstream problem due to which, few callers received errors. This wasn’t an obvious problem, but the software found the root cause quickly.

They found out that the PHP software version had changed due to the web server and thus, the database interface was not functioning.

When it comes to research and healthcare, privacy is a big concern. Thus, all the audio recordings were kept anonymous. No personal information like the name or location was kept by the software.

The contributions for the project increased with time and the team is now analyzing the voice data captured by the software.

The voice captured over phone lines are noisier as compared to that captured in the lab controlled study. All thanks to the large number of contributions, this will lead to a better algorithm which is more robust to a noisier environment and is unavoidable in the day-to-day life.

RESULT

The study may lead to a better understanding and predictions of the disease. This could be a big step forward.

The best part about choosing a cloud platform was that jenny and her team could read all the comments and ideas the community came up with. This study justifies the statement – You can build anything if you can imagine it.’

CONCLUSION

Now you know how compelling the cloud technology can get! A recent study talks about how 45 percent of mid-sized and small-sized businesses are planning to adapt to cloud technologies.

Approximately 80 percent of the respondents also mentioned that they are more comfortable about their data security in the cloud environment.

Adapting to the cloud is a simple step you can take to become competitive with enterprise-class technology and become well-established competitors.

While cloud could help you backup your data in a timely manner and give you various recovery options for you to keep your data secure, cloud also enables you to avoid duplication.

When we talk about duplication, it not only means duplication of data but also points out at duplication of efforts to save time and improve the efficiency of resources.

Additionally, it also gives remote employees that leverage of working from their preferred locations with access to important documents and keeping them connected to your in-house team/ members.

For instance: If you are in the banking sector, imagine your telemarketing team calling up a big client of your bank to sell the service that he or she already has! Wouldn’t it put you in an awkward situation?!

We could maybe take some other example this time. This time let’s suppose that you have outsourced your customer support and back office operations to a contact center.

One of your customers is following up with your time and again for you to initiate the refund for his previous order, the reason being his order was not as per his requirement.

Now the first time he complains, you have a different agent interacting with him who informs the customer that a person will come and collect the goods. Now, when you have the same customer calling you up for updates, how are you suppose to know?!

Probably if you have the best call center software installed, you could find out. It not only enables file sharing between two or more agents but will also facilitate real-time updates, letting your agents update information in real time.

The possibilities of using cloud are endless, just like the boundless sky. Storage, backup, security, interactions, support, sharing, real-time information and there is so much more to it!

But, it is always better to know your business requirements and pick the best of what’s available. So go ahead and choose a package that will let you expand your business, with a seamless flow of operations and enhanced efficiency.

It will not only save your time and cost but will also let you train your employees with the best tips and tricks to manage clients.

If all of this isn’t enough, we’ve only got one thing to describe cloud – Light on your pocket and big on savings! So go and pick your piece of cake!

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How a call center monitoring system can help your contact center adapt to cloud
Article Name
How a call center monitoring system can help your contact center adapt to cloud
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Cloud Computing is offering the luxury to the call centers. It is moving to a destination with infinite potentials of the digital world.