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Cloud BFSI Contact Center

10 Reasons to Move Your BFSI Contact Center to the Cloud

Vinith Kumar

Vinith Kumar

General Manager

There is a massive shift happening in the contact center industry. Traditional contact centers are moving to the cloud, including organizations in the banking and telecommunication industry. They are moving to the cloud for good reasons.

This migration to cloud-based platforms was adopted by the BFSI segment at the beginning of the pandemic, and it has gained traction since then. It is only expected to grow multi-fold in the next two years.

BFSI organizations were initially hesitant to move to the cloud as they were worried about the security and sanctity of the data on a cloud platform. The pandemic forced the entire contact center industry to work from home, and they leveraged the cloud to move their workforce to work from home.

In the past two years, they have realized that cloud platforms offer their data one of the best security, even better than traditional on-premise solutions. After all, your security is only as good as the breach.

Why I Should Consider Moving My BFSI Contact Center to the Cloud?

1. Infrastructure Accessible – Anywhere, Anytime, Any Device

The cloud contact platform can be accessed from anywhere, anytime, using any device that supports a browser. All you need is Internet connectivity to access them. This can be accessed round the clock worldwide

2. Access to Resources

You have access to the best talent available worldwide. You are not restricted by locations or time zones anymore. With intelligent routing, your customer calls can be seamlessly routed to the right skills addressing the right queries

3. Redundancy and Failover Routes

With the cloud infrastructure, you are protected against all forms of disasters. You can easily add redundant infrastructure and failover routes. This would guarantee 99.9% uptime of all the services

4. Completely Omnichannel

A fully omnichannel contact center solution is possible only on the cloud. Cloud-first is the strategy that every omnichannel platform provider has adopted. You will have a wholly integrated voice, video, chat, SMS, email, IVR, social, and app integration with cloud infrastructure

5. Easy Integration

The cloud call center software allows easy integration with other IT systems and best-of-breed solutions. You would have a single view of your customers irrespective of the application or the channels from which you access.

6. Scale-up and Scale-down Resources Easily

With the cloud, you can add or remove agents easily at the click of a button. You don’t have to plan for infrastructure upgrades the way you do in a traditional contact center environment

7. Pay-As-You-Go and Pay-For-What-You-Use

You don’t have to pay for seats you are not using. You only pay for the infrastructure that you use. For instance, you may not want to use all the channels that the platform has – so you pay only for what-you-use

8. Low Maintenance

You don’t need expensive IT resources to manage your contact center infrastructure. The cloud provider takes care of the infrastructure’s hosting, availability, security, and reliability. Any business user should be able to manage the cloud infrastructure easily

9. Security and Resilience

A cloud contact center is a lot safer than the on-premise one. The cloud infrastructure providers have invested heavily to improve their security practices while guaranteeing some of the world’s good practices. No on-premise infrastructure can offer the level of security and resilience that is provided in the cloud. Think of Google Cloud, Amazon Web Services, and Microsoft Azure

10. Compliance

Compliance is vital when it comes to the BFSI domain. With the cloud, it is effortless to be compliant as the infrastructure providers are already compliant with most standards expected of a contact center – TCPA and CFPB regulations, PCI standards, ISO, natural language compliance, GDPR guidelines, STIR/SHAKEN, and Regulation F among others

We are one of the pioneers in cloud contact center technology. We have worked with more than 1500 customers worldwide across domains offering them our cloud contact center solutions. No customer has ever left us for an on-premise option.

Cloud offers a lot of flexibility, ease of use, low entry barriers, and the comfort that someone else is handling the platform’s infrastructure and security.

There would be a minimal choice available in the form of on-premise contact center platforms within a few years. So, get on the gravy train of migrating to the cloud infrastructure.

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