According to data from market consulting firm Gartner, just 10% of contact centers were using the cloud to connect with their customers before the pandemic. By 2022, that figure will have grown to at least 50% or perhaps more as a result of the digital acceleration driven by the health crisis.
The benefits of CCaaS (Contact Center as a Service) such as those provided by Lumen include pay-per-use with consequent greater cost control, absolute scalability (the number of service points can be increased or decreased dynamically according to demand), flexibility to support the business and, of course, the expert hand behind it that guarantees the security of communications and data, and that the latest technologies available in the market are always being used.
«The pandemic forced a massive and sudden migration to the cloud and this acceleration, in fact, interrupted a natural process of gradual migration, with a strong hybrid component, and adapted to the speeds and needs of each business,» says Guillermo Mármora, Director of Voice and UC&C services for Lumen Latin America. «Once the shock has passed, it is time to get the maximum benefit from the new scenario, outline strategies to compete for the future, capitalize on the investments already made in the cloud and create products and services with greater added value for the customer based on the new technologies,» he adds.
Among the recommendations for optimizing the contact center from cloud tools is the avoidance of fragmentation, one of the phenomena that emerged with the pandemic. The omnichannel strategy must be consistent with the user experience: a unified tool, with a proper flow for each communication. «This puts at the center of the debate two axes that are actually two sides of the same coin: the customer and the service manager, as it improves the experience of both,» explains Mármora.
Similarly, the expert emphasizes the convenience of using models such as insourcing (shared infrastructures supported by managed services). «This allows each company to dedicate itself to its core business and leave all the threads behind the contact centers in the hands of specialists,» concludes Mármora.